Join the team as our next Technical Account Manager 3 Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum. About the job Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical point contact to support and partner with our top tier strategic customers in North America during EST working hours. As a designated technical contact you will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. TAMs are technical product experts that are most familiar with their customer's implementation and Twilio technologies to deliver recommendations to make the customer's environment less susceptible to business impacting downtime resolution. With their proactive insights & guidance TAMs are supporting their customers and nurturing the customer Twilio partnership actively. You are able to remain calm and effective during critical escalations and spike in workloads and excel at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis. Responsibilities In this role, you'll: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams. Provide proactive insights and guidance that will help predict, prepare or prevent future high impact situations. Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems. Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. Analyze customer trends, driving betterments and reporting observations to the management team to improve our support process. Qualifications Required: 3 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. 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, written and spoken English fluency is a must. Comfortable in working with customers' developers to troubleshoot use of the Twilio helper libraries. Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency. 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. Location This role will be remote and based in Colombia, providing support during US West Coast hours (Pacific Time Zone). What We Offer There are many benefits to working at Twilio, including competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. #J-18808-Ljbffr
