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 Technical Account Manager, you will be supporting customers during Eastern hours (9am to 6pm Eastern) 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 the 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:

• 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.
• 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.

Desired:

• Understanding of Telecoms and VOIP including WebRTC and SIP

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