Technical Account Manager 3
Job description
Technical Account Manager acting as the designated technical support engineering contact for Twilio's strategic customers, resolving complex technical problems and providing proactive guidance. The role is remote and based in Bogota, Colombia, supporting customers during Central hours (9am to 6pm CT).
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Colombia
What you'll do
- 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 with potentially very costly and far-reaching consequences
- Collaborate with 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 observations to the management team to improve the support process
- Deliver proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer's environment less susceptible to business impacting downtime
What we're looking for
- 4+ 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 via phone or email mediums
- Comfortable in working with customers' developers to troubleshoot use of the Twilio helper libraries
- Have an inquisitive mind to understand how things work
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
- Excellence in task prioritization and evaluation of situational urgency
- Interest in utilizing customer feedback to identify and drive improvements in our products
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
- Ability to stand in the customer's shoes and demonstrated dedication to the customer experience
- Experience in managing dedicated customer accounts
Nice to have
- Understanding of Telecoms and VOIP including WebRTC and SIP
Benefits
- Competitive pay
- Generous time-off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- And much more (offerings vary by location)
Apply
Direct apply at Twilio
Opens the job posting at Twilio
About Twilio
Twilio thinks big. Do you?
Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences. Although headquartered in San Francisco, Twilio has presence throughout South America, Europe, Asia and Australia.
Mission
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Key facts
- San Francisco
- Communications / cloud communications platform
- Remote-first company
- Presence throughout South America, Europe, Asia and Australia
- Uses AI to help make the hiring process efficient; every hiring decision is made by real Twilions
- Values called 'Twilio Magic'
- Supports volunteering and donation efforts
What they value
- Twilio Magic
- Diversity, equity & inclusion
- Actively opposes racism and all forms of oppression and bias