Technical Account Manager 3

hace 2 semanas

Colombia Twilio A tiempo completo

About the Role

We are seeking an experienced Technical Account Manager to join our team at Twilio. As a Technical Account Manager, you will be the designated technical point of contact for our top-tier strategic customers in North America, providing support during EST working hours.

As a Technical Account Manager, you will work closely with our customers to resolve complex technical problems, provide proactive insights and guidance, and collaborate with our Product and Engineering teams to drive betterments and improve our support process.

Responsibilities

  • Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
  • Provide proactive insights and guidance to help predict, prepare, or prevent future high-impact situations.
  • Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems.
  • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack and filing JIRAs to report reproducible bugs.
  • Analyze customer trends and drive betterments and report observations to the management team to improve our support process.

Qualifications

  • 3 to 6+ years of relevant experience.
  • Good knowledge of RESTful technology, previous work with APIs, and ability to understand and troubleshoot issues with cloud solutions.
  • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
  • High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums, written and spoken English fluency is a must.
  • Comfortable in working with customers' developers to troubleshoot use of the Twilio helper libraries.
  • Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency.
  • Excellence in task prioritization and evaluation of situational urgency.
  • Interest in utilizing customer feedback to identify and drive improvements in our products.
  • Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
  • Ability to stand in the customer's shoes and demonstrated dedication to the customer experience.
  • Experience in managing dedicated customer accounts.
  • Understanding of Telecoms and VOIP including WebRTC and SIP.

What We Offer

Twilio is proud to offer a competitive salary, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

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