Twilio - Technical Account Manager
Requirements
• 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! • 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. • Desired: • Understanding of Telecoms and VOIP including WebRTC and SIP • Location • This role will be remote and based in Colombia. • 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.
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.
Benefits
• 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. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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