Technical Account Manager 3

## About the Role As a Technical Account Manager 3 at Twilio, you will be the primary technical support contact for strategic customers, working to resolve complex technical issues and provide proactive guidance to ensure customer success. You will be part of a vibrant team with diverse experiences, making a global impact each day. Your role will involve collaborating with customers' developers to troubleshoot issues, as well as working with internal teams to identify and resolve problems. The Technical Account Manager 3 role is critical in delivering innovative solutions to customers and empowering millions of developers worldwide to craft personalized customer experiences. You will be responsible for understanding customer trends, analyzing patterns, and driving improvements to the support process. Twilio's dedication to remote-first work and strong culture of connection and global inclusion means that you will be part of a team that values diversity and promotes career growth.

## What You Will Do - Collaborate with customers' developers to troubleshoot use of Twilio helper libraries - Provide proactive guidance to customers to make their environment less susceptible to business-impacting downtime - Work with internal teams to identify and resolve complex technical issues - Partner with customers' developers, architects, and support personnel to tackle complex problems - Understand customer trends, analyze patterns, and drive improvements to the support process - Remain calm and effective at higher workloads, excelling at prioritization and evaluation of situational urgency - Collaborate with other groups within Twilio to find solutions for customers - File JIRAs to report reproducible bugs and work with the Product and Engineering teams to resolve issues - Deliver valuable contributions through the use of Twilio technologies and provide recommendations to customers

## What We Are Looking For - 4+ years of proven experience in a technical account management or similar role - 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 working with customers' developers to troubleshoot use of Twilio helper libraries - Strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams

## Nice to Have - Experience with Artificial Intelligence (AI) and machine learning - Knowledge of agile development methodologies - Certification in cloud computing or a related field

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a leader in cloud communication - Collaborative and dynamic work environment - Professional development and growth opportunities - Flexible working hours and remote work options - Access to the latest technologies and tools - Comprehensive health insurance and wellness programs - Generous paid time off and holiday policy

- Tip: Make sure to highlight your experience with cloud solutions and APIs in your resume and cover letter.

• To stand out, prepare examples of complex technical issues you've resolved in the past and how you worked with customers to find solutions.
• Familiarize yourself with Twilio's products and services, and be prepared to ask informed questions during the interview process.
• Showcase your ability to work collaboratively with internal teams and customers, and highlight your strong technical and diplomatic skills.
• Be prepared to discuss your experience with network connectivity issues and your understanding of TCP/UDP and SSL/TLS.
• Consider creating a portfolio that demonstrates your technical skills and experience working with customers.
• When negotiating salary, be sure to research the market rate for the role and highlight your relevant experience and skills.