Technical Account Manager 3

This position is needed to be the designated technical support engineering contact for our strategic customers. As a designated technical contact you will work with our customers to resolve complex technical problems. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide valuable contributions through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency.

• Be enthusiastic for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need
• Collaborate with customers’ developers to troubleshoot use of the 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 our customers' and their developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences
• Work collaboratively with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process is a key part of the role

• 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 in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
• Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need

Nice to have

• Development experience in Javascript, VOIP / SIP Applications, WebRTC
• Twilio Messaging certification
• Twilio Voice Certification
• Twilio Email Certification

• 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. Offerings vary by location.