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 customers during Eastern hours and resolve intricate technical issues.

• Offer proactive advice utilizing Twilio technologies.

• Suggest enhancements to minimize the risk of business-impacting downtime in customer environments.

• Resolve customer concerns and relay feedback to Product and Engineering teams.

• Collaborate with customer and partner developers, architects, and support staff to solve complex challenges.

• Work together with colleagues and Product and Engineering teams via Slack.

• Submit JIRAs to document reproducible bugs.

• Analyze customer trends, identify patterns, implement improvements, and communicate insights to management.

• May provide holiday coverage on a stipend basis.

⛳️ Requirements

• 6 to 10+ years of pertinent experience.

• Strong understanding of RESTful technology.

• Previous experience with APIs.

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

• Broad skill set in troubleshooting server-side code (Java, Node.js, PHP, C#, Python).

• Proficient in client-side JavaScript troubleshooting.

• Solid grasp of React and Redux.

• Expertise in resolving network connectivity challenges.

• Familiarity with TCP/UDP and fundamental knowledge of SSL/TLS.

• Ability to articulate complex technical issues to both technical and non-technical audiences via phone or email.

• Comfortable working alongside customers’ developers to address Twilio helper libraries.

• Excellent time management abilities.

• Capacity to create workflows that enhance troubleshooting efficiency while adhering to established processes and procedures.

• Strong skills in task prioritization and assessing situational urgency.

• Experience in managing dedicated customer accounts.

• Knowledge of Telecoms and VOIP, including WebRTC and SIP (preferred).

• Availability to work from 9 am to 6 pm Eastern Time.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Extensive parental and wellness leave.

• Healthcare coverage.

• Retirement savings program.

• Eligibility for equity plan.

• Participation in corporate bonus plan.

• 401(k) retirement account.

• Paid sick leave.

• Paid personal time off.

• Paid parental leave.

• Stipend for holiday coverage.

• Remote-first work environment.

• Occasional travel for project or team in-person meetings.

• Support for volunteering and donations.