Technical Account Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• Be the designated technical support engineering contact for our strategic customers. • Support customers during US Central hours (8am to 6pm) and working on the cases created by them. • Resolve complex technical problems with potentially very costly and far-reaching consequences. • Deliver proactive guidance to the customer to provide added value through the use of Twilio technologies. • 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 and ability to understand and troubleshoot issues with cloud solutions. • Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. • High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums • Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries. • Have an inquisitive mind to understand how things work • Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures. • Excellence in task prioritization and evaluation of situational urgency. • Interest in utilizing customer feedback to identify and drive improvements in our products. • Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need. • Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience. • Experience in managing dedicated customer accounts. • Understanding of Telecoms and VOIP including WebRTC and SIP

🏖️ Benefits

• competitive pay • generous time off • ample parental and wellness leave • healthcare • retirement savings program • more benefits based on location