Who We Are
At Twilio, we deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work and a strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. While we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.
About the Job
Twilio is looking for an experienced Technical Account Manager who will be the designated technical support engineering contact for strategic customers. As a designated TAM you will support customers during Eastern hours (9am to 6pm ET), work on the cases created by customers, and resolve complex technical problems with potentially very costly and far-reaching consequences. The TAM delivers proactive guidance to customers to provide added value through the use of Twilio technologies and delivers recommendations to make the customer’s environment less susceptible to business-impacting downtime.
Responsibilities
- 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.
- Collaborate with teammates and the Twilio Product and Engineering teams via Slack, filing JIRAs to report reproducible bugs.
- Understand customer trends, analyze patterns, drive betterments, and report observations to management in order to improve our support process.
Qualifications
- 6 to 10+ years of relevant experience.
- Good knowledge of RESTful technology, previous work with APIs, and the 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.
- Experience in managing dedicated customer accounts.
Compensation
Salary: $116,960 – $146,200 / year. This role will be remote and based in the USA, providing support during 9am to 6pm Eastern Time. This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, and paid parental leave. The successful candidate’s starting salary will be determined based on non-discriminatory factors such as skills, experience, and geographic location.
