Technical Account Manager

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. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . 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 our next Technical Account Manager 3 About the job This position is needed to be the designated technical support engineering contact for our strategic customers. As a designated technical contact you will work with our customers to resolve complex technical problems. 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 valuable contributions 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. Responsibilities In this role, you’ll: • Be enthusiastic for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need • Collaborate with customers’ developers to troubleshoot use of the Twilio helper libraries • Possess strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams • Partner with our customers' and their developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences • Work collaboratively with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs • Understand customer trends, analyze patterns, drive betterments and report 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: • 4+ years of proven experience • Twilio Messaging and or Voice experience • Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions. • Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS • Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries. • Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need Desired: • Development experience in Javascript, VOIP / SIP Applications, WebRTC • Twilio Messaging certification • Twilio Voice Certification • Twilio Email Cert