Technical Account Manager

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p>

<p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p>

<p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, 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.<br><br>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!</p>

<p><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p>

<p>Join the team as Twilio’s next Technical Account Manager</p>

<p><strong>About the job</strong></p>

<p>Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers.&nbsp; As a designated TAM you will be supporting customers during <strong>Pacific hours (9am to 6pm PT)</strong> and working on the cases created by customers and resolving 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 excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.</p>

<p><strong>Responsibilities</strong></p>

<p>In this role, you’ll:</p>

<ul>

<li>Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.</li>

<li>Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.</li>

<li>Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.</li>

<li>Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.&nbsp;</li>

</ul>

<p><strong>Qualifications&nbsp;</strong></p>

<p>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!</p>

<p><em>[CANDIDATES MUST MEET ALL REQUIRED QUALIFICATIONS IN THE JOB DESCRIPTION. IF ANY OF THESE QUALIFICATIONS CHANGE DURING THE HIRING PROCESS, THE JD MUST BE REVISED TO REFLECT THE NEW REQUIREMENTS]</em></p>

<p><strong>*Required:</strong></p>

<ul>

<li>4+ years of relevant experience</li>

<li>Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with

Responsibilities

• Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams
• Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
• Collaborate with teammates and Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs
• Understand customer trends, analyze patterns, drive betterments and report observations to management team to improve support process
• Deliver proactive guidance to customers to provide added value through Twilio technologies and deliver recommendations to reduce business impacting downtime

Requirements

• 4+ years of relevant experience
• Good knowledge of RESTful technology
• Previous work with APIs
• Ability to understand and troubleshoot issues with APIs

• Potential for holiday coverage on a stipend basis
• Remote-first work environment