Staff Technical Account Manager

Join Twilio as a Staff Technical Account Manager, where you will be the designated technical support engineering contact for our strategic customers. You will work during Eastern hours, resolving complex technical problems and providing proactive guidance to enhance the customer's experience with Twilio technologies. Your role will involve collaborating with customers' developers and support personnel, as well as providing feedback to Twilio's Product and Engineering teams.

• En tant que responsable technique des comptes, vous serez le contact désigné pour le support technique des clients stratégiques de Twilio, en résolvant des problèmes techniques complexes.
• Vous fournirez des conseils proactifs aux clients pour maximiser l'utilisation des technologies Twilio et minimiser les temps d'arrêt.
• Vous collaborerez avec les équipes de produit et d'ingénierie de Twilio pour signaler les bogues reproductibles et améliorer le processus de support.

• 6 to 10+ years of relevant experience
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• Interest in utilizing customer feedback to identify and drive improvements in our products
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Have an inquisitive mind to understand how things work
• Excellence in task prioritization and evaluation of situational urgency
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
• Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries
• 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
• Experience in managing dedicated customer accounts
• 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!
• Understanding of Telecoms and VOIP including WebRTC and SIP