Technical Account Manager 3

Job Description

Twilio is seeking a Technical Account Manager to serve as the primary technical support contact for strategic customers. This role involves supporting customers during Central Time hours (9am to 6pm CT) and resolving complex technical issues. The Technical Account Manager will provide proactive guidance, deliver recommendations to minimize downtime, and remain calm under pressure.

Responsibilities:

• Address customer issues using strong technical and diplomatic skills.
• Collaborate with developers, architects, and support personnel to resolve complex problems.
• Collaborate with teammates and Twilio Product and Engineering teams via Slack and JIRAs.
• Analyze customer trends and patterns to improve support processes.

Requirements:

• 4 to 6+ years of relevant experience.
• Good knowledge of RESTful technology and APIs.
• Ability to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript.
• Skilled in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS).
• Comfortable working with customers’ developers to troubleshoot use of Twilio helper libraries.
• Advanced time management skills and ability to work well under pressure.
• Excellence in task prioritization and evaluation of situational urgency.
• Interest in utilizing customer feedback to drive product improvements.
• Enthusiasm for interacting and collaborating with other departments within Twilio.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Experience in managing dedicated customer accounts.

What Twilio Offers:

• Competitive pay.
• Generous time-off.
• Parental and wellness leave.
• Healthcare.
• Retirement savings program.