Twilio
5001 - 10000 employees
🔌 API
🤝 B2B
API • B2B
Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.
Technical Account Manager
🕒 July 7
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Twilio
5001 - 10000 employees
🔌 API
🤝 B2B
API • B2B
Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.
📋 Description
• Serve as the designated technical support engineering contact for strategic customers • Support customers during Pacific hours and work on customer-created cases • Resolve complex technical problems with potentially costly and far-reaching consequences • Provide proactive customer guidance and recommendations using Twilio technologies • Help make customer environments less susceptible to business-impacting downtime • Address customer issues and provide feedback to Twilio Product and Engineering teams • Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems • Collaborate with teammates and Product and Engineering through Slack • File JIRAs to report reproducible bugs • Understand customer trends, analyze patterns, drive improvements, and report observations to management • Potentially volunteer for holiday coverage on a stipend basis
🎯 Requirements
• 4 to 6+ years of relevant experience • Good knowledge of RESTful technology • Previous work with APIs • Ability to understand and troubleshoot cloud solutions • Broad capabilities to troubleshoot server-side code, including Java, Node.js, PHP, C#, and Python • Ability to troubleshoot client-side JavaScript • Good understanding of React and Redux • Development experience in a scripting language, including React, Node.js, JavaScript, or Python • Skilled in troubleshooting network connectivity issues • Understanding of TCP/UDP and basics of SSL/TLS • High competency communicating complex technical issues to technical and non-technical audiences by phone or email • Comfortable working with customers’ developers to troubleshoot Twilio helper libraries • Advanced time management skills • Ability to work well under pressure • Proficiency developing workflows to increase troubleshooting efficiency while following standard processes and procedures • Excellence in task prioritization and evaluating situational urgency • Experience managing dedicated customer accounts • Desired: Understanding of Telecoms and VOIP, including WebRTC and SIP
🏖️ Benefits
• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Potential holiday coverage stipend • Remote-first work arrangement • Occasional travel to project or team in-person meetings
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