Description
Twilio is looking for an experienced Technical Account Manager who will serve as the designated technical support engineering contact for strategic customers.
As a Technical Account Manager, you will support customers during Pacific hours and work on cases created by customers, resolving complex technical problems with potentially costly and far-reaching consequences.
Responsibilities:
- Use strong technical and diplomatic skills to address customer issues and provide feedback to Twilio's Product and Engineering teams.
- Collaborate with customers' and partners' developers, architects, and support personnel to resolve complex problems.
- Work with teammates and Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs.
- Analyze customer trends, patterns, and drive improvements to report to the management team.
Qualifications:
- 4-6+ years of relevant experience.
- Good knowledge of RESTful technology, APIs, and cloud solutions.
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript.
- Development experience in a scripting language (Node.js, Javascript, Python).
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP and SSL/TLS.
- High competency in communicating complex technical issues to 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.
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.
Travel: Occasional travel may be required to participate in project or team in-person meetings.
What We Offer: Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings program, and more.