Technical Account Manager 3

Job description

Overview

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 remote-first work culture and global inclusion mean that, no matter your location, you’re part of a vibrant team making a global impact every day.

Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager 3.

About the job

We are looking for an experienced Technical Account Manager who will be the designated technical support engineering contact for our strategic customers in North America during CST/EST working hours.

As a designated technical contact you will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences.

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 added value 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 excel at prioritization and evaluation of situational urgency.

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
  
  
• Work with our customers' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  
  
• Collaborate 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 improvements, and report observations to management to improve our support process.
  
  

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:

• 3+ years of experience in a customer success or developer support environment
• Working knowledge of RESTful technology, experience with APIs, and ability to troubleshoot cloud solutions
• Strong troubleshooting of network connectivity issues, with an understanding of TCP/UDP and basics of SSL/TLS
• Ability to communicate complex technical issues to technical and non-technical audiences via phone, video, email, chat, or other mediums
• Comfortable working with customers’ developers to troubleshoot use of Twilio helper libraries, SDKs, and overall use case health
• Advanced time management, escalation handling, and ability to develop workflows to increase troubleshooting efficiency following standard processes
• Excellent ability to prioritize tasks and evaluate situational urgency
• Interest in using customer feedback to identify and drive product improvements
• Enthusiasm for collaborating with other Twilio departments to find customer solutions
• Ability to understand and advocate from the customer perspective
• Experience in managing dedicated customer accounts

Location

This role will be remote, and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other.

You may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, a retirement savings program, and more.

Offerings vary by location.

Twilio thinks big.

Do you?

We solve problems, take initiative, pitch in, and try new things.

We seek colleagues who embody our Twilio Magic values and support volunteering and donation efforts.

If you're ready to unleash your potential and do your best work, apply now.

If this role isn't for you, please consider other open positions.

Twilio is proud to be an equal opportunity employer.

We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability status, genetic information, political views or activity, or other legally protected characteristics.

We also consider qualified applicants with criminal histories, consistent with applicable laws.

Some locations may require E-Verify.

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Required Skill Profession

Ingeniería De Ventas Técnicas