Staff, Technical Account Manager

Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for strategic customers.

As a designated TAM, you will be supporting customers during Eastern hours (9am to 6pm ET) and working on cases created by customers, resolving complex technical problems with potentially very costly and far-reaching consequences.

Responsibilities:

• Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
• Work with customers' and partners' developers, architects, and support personnel to resolve complex problems.
• Collaborate with teammates and Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs.
• Understand customer trends, analyze patterns, drive betterments, and report observations to the management team.

Qualifications:

• 6 to 10+ 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
• Comfortable working with customers' developers to troubleshoot use of Twilio helper libraries
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency

Benefits:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Much more