Staff Technical Account Manager

🔥 27 minutes ago

🇺🇸 United States – Remote

💵 $117k - $171.9k / year

⏰ Full Time

🔴 Lead

🧑‍🔧 Technical Account Manager

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Twilio

WebsiteLinkedInAll Job Openings

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 Eastern hours, 9am to 6pm ET • Work on customer-created cases and resolve complex technical problems with costly and far-reaching consequences • Provide proactive customer guidance using Twilio technologies • Recommend ways to make customer environments less susceptible to business-impacting downtime • Remain calm and effective under high workloads • Prioritize tasks and evaluate situational urgency • 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 and analyze patterns • Drive improvements and report observations to management to improve the support process • Potentially volunteer for holiday coverage on a stipend basis

🎯 Requirements

• 6 to 10+ years of relevant experience • Good knowledge of RESTful technology • Previous work with APIs • Ability to understand and troubleshoot issues with cloud solutions • Broad capabilities to troubleshoot server-side code: Java, Node.js, PHP, C#, Python • Ability to troubleshoot client-side JavaScript • Good understanding of React and Redux • 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 via phone or email • Comfortable working with customers’ developers to troubleshoot Twilio helper libraries • Inquisitive mind to understand how things work • 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 evaluation of situational urgency • Interest in using customer feedback to identify and drive product improvements • Enthusiasm for interacting and collaborating with other Twilio departments • Ability to stand in the customer’s shoes and demonstrated dedication to customer experience • Experience managing dedicated customer accounts • Must be based in the United States, excluding California, Connecticut, New Jersey, New York, Pennsylvania, and Washington • 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 eligibility for Twilio’s equity plan • Potential eligibility for Twilio’s corporate bonus plan • 401(k) retirement account • Paid sick time • Paid personal time off • Paid parental leave • Occasional travel to project or team in-person meetings • Employee volunteering and donation support

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