Technical Account Manager

Twilio; Deutschland; Vor Ort; EUR 65.000 - 85.000; Vollzeit

Benefits dieser Stelle

Competitive pay

Generous time off

Parental leave

Healthcare

Retirement savings program

Zusammenfassung

Twilio is seeking an experienced Technical Account Manager to provide critical technical support for strategic customers. In this remote role, you will address complex technical issues and work with customers' developers to resolve them.

Your responsibilities include analyzing customer trends, collaborating with the Twilio Product and Engineering teams, and delivering proactive guidance. Required qualifications include expertise in RESTful technology, 4+ years of experience, and strong communication skills.

Qualifikationen

• 4+ years of relevant experience.
• Good knowledge of RESTful technology and cloud solutions.
• Skilled in troubleshooting network connectivity issues.

Aufgaben

• Address customer issues and provide feedback to Twilio's Product and Engineering teams.
• Resolve complex problems with customers’ developers.
• Analyze customer trends and report observations to management.

Kenntnisse

RESTful technology

API troubleshooting

TCP/UDP knowledge

SSL/TLS basics

Customer communication

Time management

Telecoms understanding

VOIP knowledge

WebRTC knowledge

Jobbeschreibung

About the Job

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

As a designated TAM you will support customers during Central hours (9am to 6pm CT) and work on cases created by customers, resolving complex technical problems that may have costly, far‑reaching consequences. You should be able to dig deep as well as zoom out to see the larger picture. The TAM delivers proactive guidance to provide added value through Twilio technologies and delivers recommendations to make the customer’s environment less susceptible to business‑impacting downtime. You should remain calm and effective at higher workloads and excel at prioritization and evaluation of situational urgency. There may also be a need to volunteer for holiday coverage on a stipend basis.

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with customers’ developers, architects, and support personnel to resolve complex problems with potentially 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 our support process.

Qualifications

Required:

• 4+ years of relevant experience
• Good knowledge of RESTful technology and previous work with APIs; ability to understand and troubleshoot issues with cloud solutions.
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP and the basics of SSL/TLS.
• High competency in communicating complex technical issues to both technical and non‑technical audiences via phone or email.
• Comfortable working with customers’ developers to troubleshoot use of 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 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 products.
• Enthusiasm for interacting and collaborating with other departments within Twilio to find solutions our customers need.
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
• Experience in managing dedicated customer accounts.
• Understanding of Telecoms and VOIP, including WebRTC and SIP.

Location

This role will be remote and based in Colombia.

Travel

Occasional travel may be required to participate in project or team in‑person meetings.

Benefits

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Offerings vary by location.

Global travel and medical insurance with monthly billing for global professionals.

Receive international payments at the real exchange rate. Used by millions of freelancers worldwide.

Equal Opportunity Employer

Twilio is proud to be an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E‑Verify program in certain locations, as required by law.