Technical Account Manager 3

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 Pacific hours (8am to 5pm PT) and working on the cases created by customers and 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 the Twilio Product and Engineering teams via Slack and filing JIRAs to report reproducible bugs.
• Understand customer trends, analyze patterns, drive betterments, and report observations to the management team.

Qualifications:

• 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.
• Development experience in a scripting language (REACT, Node.js, Javascript, Python).
• 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 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.
• Excellence in task prioritization and evaluation of situational urgency.
• Interest in utilizing customer feedback to identify and drive improvements in products.
• Enthusiasm for interacting and collaborating with other departments within Twilio.
• Ability to stand in the customer's shoes and demonstrated dedication to the customer experience.
• Experience in managing dedicated customer accounts.

Desired:

• Understanding of Telecoms and VOIP including WebRTC and SIP

Location: This role will be remote and based in Bogota, Colombia, providing support during 9am to 6pm US Central Time.

What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.