Technical Account Manager 3

See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager 3! 

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

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.
• With Twilio product expertise, tooling and familiarity & understanding of the customer’s implementation you will 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 with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

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.
• 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 dedic