Staff Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary technical support engineering liaison for key customers.

• Provide assistance to clients during Eastern time zone hours, from 9am to 6pm ET.

• Manage customer-submitted cases and resolve intricate technical issues that could lead to significant consequences.

• Offer proactive guidance to customers utilizing Twilio technologies.

• Suggest methods to minimize customer environments’ vulnerability to business-disrupting downtime.

• Maintain composure and efficiency during high-pressure situations.

• Prioritize responsibilities and assess the urgency of various situations.

• Tackle customer challenges and relay feedback to Twilio’s Product and Engineering teams.

• Collaborate with customers’ and partners’ developers, architects, and support staff to troubleshoot complex issues.

• Work alongside team members and engage with Product and Engineering through Slack.

• Submit JIRAs for any reproducible bugs encountered.

• Analyze customer trends and identify patterns.

• Initiate enhancements and communicate findings to management to refine the support process.

• May volunteer for holiday shifts on a stipend basis.

⛳️ Requirements

• 6 to 10+ years of relevant experience in the field.

• Solid understanding of RESTful technologies.

• Previous experience working with APIs.

• Capability to comprehend and troubleshoot issues related to cloud solutions.

• Extensive skills in troubleshooting server-side programming languages: Java, Node.js, PHP, C#, and Python.

• Proficiency in troubleshooting client-side JavaScript.

• Good grasp of React and Redux frameworks.

• Expertise in resolving network connectivity issues.

• Knowledge of TCP/UDP protocols and foundational concepts of SSL/TLS.

• Strong ability to communicate intricate technical issues to both technical and non-technical audiences via phone or email.

• Comfortable collaborating with customers’ developers to resolve issues related to Twilio helper libraries.

• A curious mindset to understand operational mechanics.

• Advanced skills in time management.

• Ability to perform effectively under pressure.

• Proficient in developing workflows to enhance troubleshooting efficiency while adhering to established processes and procedures.

• Excellent at prioritizing tasks and judging the urgency of various situations.

• Interest in leveraging customer feedback to identify and promote product enhancements.

• Passion for engaging and collaborating with other departments within Twilio.

• Empathetic understanding of customer needs, showcasing a commitment to customer experience.

• Experience managing dedicated customer accounts.

• Must reside in the United States, excluding California, Connecticut, New Jersey, New York, Pennsylvania, and Washington.

• Preferred: Knowledge of Telecoms and VOIP technologies, including WebRTC and SIP.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Extensive parental and wellness leave.

• Comprehensive healthcare benefits.

• Retirement savings program.

• Potential eligibility for Twilio’s equity program.

• Potential eligibility for Twilio’s corporate bonus program.

• 401(k) retirement savings account.

• Paid sick leave.

• Paid personal time off.

• Paid parental leave.

• Opportunities for occasional travel to project or team meetings in person.

• Support for employee volunteering and donations.