Staff, Technical Account Manager

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

The successful candidate will support customers during Eastern hours (9am to 6pm ET) 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:

• 6 to 10+ 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.
• 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 under pressure, and proficiency in developing workflows.

Desired skills:

• Understanding of Telecoms and VOIP, including WebRTC and SIP.

What We Offer:

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

The estimated pay ranges for this role are:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $116,960.00 - $146,200.00