Staff, Technical Account Manager

Twilio; United States; Remote; USD 117,000 - 172,000; Full time

Benefits offered by this job

Equity plan

Health insurance

401(k) retirement plan

Paid sick time

Paid personal time off

Paid parental leave

Job summary

Twilio is seeking an experienced Technical Account Manager (Staff TAM) to serve as the designated technical contact for strategic customers. You will support customers during Eastern hours (9am-6pm ET) and resolve complex issues with potentially costly consequences.

The role emphasizes deep problem solving while maintaining calm under high workloads. You will guide customers in leveraging Twilio technologies, deliver proactive recommendations, and work with cross-functional teams to improve

Qualifications

• 6 to 10+ years of relevant experience.
• Good knowledge of RESTful technology, APIs, cloud solutions.
• Troubleshoot server-side and client-side code.
• Ability to communicate complex technical issues to technical and non-technical audiences.

Responsibilities

• Address customer issues and provide feedback to Product/Engineering teams.
• Collaborate with customers' developers, architects, and support personnel to resolve complex problems.
• Triage and report reproducible bugs via JIRA; coordinate with Product/Engineering.
• Analyze customer trends and drive improvements in support processes.

Skills

RESTful APIs

Cloud troubleshooting

Backend: Java/Node.js/PHP/C#/Python

Frontend: React/Redux

Network troubleshooting

Clear communication

Time management

Prioritization

Customer collaboration

Tools

JIRA

Slack

Job description

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, 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.

See yourself at Twilio

Join the team as Twilio’s next Staff, Technical Account Manager.

About the job

Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers. As a designated TAM you will be supporting customers during Eastern hours (9am to 6pm ET) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. 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 added value 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. There will also be the potential 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 our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required

• 6 to 10+ 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.

Desired

• Understanding of Telecoms and VOIP including WebRTC and SIP.

Location

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

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.

Compensation

[OPTION A: NON OTE ROLES]

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : 116,960.00 - 146,200.00.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): 123,760.00 - 154,700.00.
• Based in the San Francisco Bay area, California: 137,520.00 - 171,900.00.

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, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location

Application deadline information

Applications for this role are intended to be accepted until Nov 20th, but may change based on business needs.
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