Technical Account Manager

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

📋 Description

• Serve as the primary technical support engineering representative for our key clients.

• Assist customers during US Central hours (8am to 6pm) and manage the cases they create.

• Address intricate technical challenges that may have significant and costly implications.

• Provide proactive advice to customers to enhance their experience with Twilio technologies.

• Opt to cover holidays on a stipend basis.

⛳️ Requirements

• 4 to 6+ years of pertinent experience.

• Strong understanding of RESTful technology, prior experience with APIs, and the ability to diagnose and resolve issues related to cloud solutions.

• Extensive skills in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a solid grasp of React and Redux.

• Proficient in resolving network connectivity issues, with knowledge of TCP/UDP and foundational concepts of SSL/TLS.

• Excellent at conveying complex technical matters to both technical and non-technical audiences through phone or email communication.

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

• Possess a curious mindset to understand operational mechanics.

• Advanced skills in time management, capacity to perform under pressure, and adeptness at creating workflows to enhance troubleshooting effectiveness while adhering to established processes and procedures.

• Strong aptitude for task prioritization and assessing situational urgency.

• Passionate about leveraging customer feedback to identify and implement enhancements in our products.

• Eager to engage and work collaboratively with other departments within Twilio to discover the solutions our clients require.

• Ability to empathize with customers and a demonstrated commitment to enhancing the customer experience.

• Experience in managing dedicated customer accounts.

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

🏝️ Benefits

• Competitive compensation.

• Generous vacation policy.

• Extensive parental and wellness leave.

• Healthcare coverage.

• Retirement savings program.

• Additional benefits based on location.