Description
At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
As a Technical Account Manager, you will be the designated technical support engineering contact for our strategic customers. You will work with customers to resolve complex technical problems, provide proactive guidance, and deliver recommendations to make their environment less susceptible to business-impacting downtime.
Responsibilities:
- Collaborate with customers' developers to troubleshoot use of Twilio helper libraries
- Possess strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams
- Partner with customers' developers, architects, and support personnel to tackle complex problems
- Work collaboratively with teammates and Twilio Product and Engineering teams via Slack and filing JIRAs
- Understand customer trends, analyze patterns, drive betterments, and report observations to the management team
Qualifications:
- 4+ years of proven experience
- Twilio Messaging and/or Voice experience
- Good knowledge of RESTful technology, previous work with APIs, and ability to understand and solve issues with cloud solutions
- Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- Comfortable working with customers' developers to troubleshoot use of Twilio helper libraries
Desired qualifications:
- Development experience in Javascript, VOIP/SIP Applications, WebRTC
- Twilio Messaging certification
- Twilio Voice Certification
- Twilio Email Certification
Location: Remote - Colombia
Travel: Occasional travel for project or team in-person meetings
Benefits: Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings program, and more