Technical Account Manager

🔥 16 minutes ago

🇺🇸 United States – Remote

💵 $117k - $146.2k / year

⏰ Full Time

🔴 Lead

🧑‍🔧 Technical Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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 and resolve complex technical problems • Deliver proactive guidance using Twilio technologies • Recommend improvements to make customer environments less susceptible to business-impacting downtime • Address customer issues and provide feedback to 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 provide 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) • Client-side JavaScript troubleshooting • Good understanding of React and Redux • Skilled in troubleshooting network connectivity issues • Understanding of TCP/UDP and basics of SSL/TLS • Ability to communicate complex technical issues to technical and non-technical audiences via phone or email • Comfortable working with customers’ developers to troubleshoot Twilio helper libraries • Advanced time management skills • Ability to develop workflows to increase troubleshooting efficiency while following standard processes and procedures • Excellence in task prioritization and evaluation of situational urgency • Experience managing dedicated customer accounts • Understanding of Telecoms and VOIP, including WebRTC and SIP (desired) • Ability to work during 9am to 6pm Eastern Time

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Equity plan eligibility • Corporate bonus plan eligibility • 401(k) retirement account • Paid sick time • Paid personal time off • Paid parental leave • Holiday coverage stipend • Remote-first work • Occasional travel to project or team in-person meetings • Volunteering and donation support