Technical Account Manager 3

About the Role

The Technical Account Manager role is critical to Twilio's success, as it requires a unique blend of technical expertise, communication skills, and customer-centric approach. You will be part of a team that values diversity, inclusion, and remote-first work, and you will have the opportunity to make a significant impact on the company's growth and customer satisfaction.

What You Will Do

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
• Work with customers' developers, architects, and support personnel to resolve complex problems with potentially far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack and JIRAs to report reproducible bugs.
• Understand customer trends, analyze patterns, drive betterments, and report observations to the management team to improve the support process.
• Provide proactive guidance to customers to add value through the use of Twilio technologies.
• Deliver recommendations to make customers' environments less susceptible to business-impacting downtime.
• Remain calm and effective at higher workloads, excelling at prioritization and evaluation of situational urgency.
• Volunteer for holiday coverage on a stipend basis as needed.

What We Are Looking For

• 4 to 6+ years of relevant experience in a technical account management or similar role.
• Good knowledge of RESTful technology, previous work with APIs, and ability to understand and troubleshoot issues with cloud solutions.
• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux.
• Development experience with cloud-based solutions, such as AWS or Google Cloud.
• Strong technical and diplomatic skills, with the ability to communicate complex technical issues to non-technical stakeholders.
• Customer-centric approach, with a focus on delivering exceptional customer experiences.

Nice to Have

• Experience working with Twilio's products and services.
• Knowledge of artificial intelligence and machine learning concepts.
• Familiarity with agile development methodologies and version control systems, such as Git.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and growing company.
• Flexible working hours and remote-first approach.
• Professional development opportunities, including training and conference sponsorships.
• Access to cutting-edge technologies and innovative solutions.

• When applying for this role, make sure to highlight your technical expertise and experience working with cloud-based solutions.
• Be prepared to provide specific examples of how you have resolved complex technical issues in the past.
• Show your passion for delivering exceptional customer experiences and your ability to communicate complex technical issues to non-technical stakeholders.
• Familiarize yourself with Twilio's products and services, and be prepared to ask informed questions during the interview process.
• Consider creating a portfolio of your work, including examples of your technical writing and communication skills.
• Be prepared to discuss your experience working in a fast-paced, dynamic environment, and how you handle prioritization and evaluation of situational urgency.