Staff Technical Account Manager
Supports strategic customers by troubleshooting complex API, cloud, code, and networking issues while coordinating with developers and internal product teams. Requires 6+ years of relevant experience, broad programming knowledge, and strong customer communication skills.
About the job
Responsibilities
- Address customer issues using technical and diplomatic skills, and provide feedback to Product and Engineering teams.
- Collaborate with customers’ and partners’ developers, architects, and support personnel to resolve complex, high-impact problems.
- Work with teammates and Product and Engineering through Slack; file JIRA tickets for reproducible bugs.
- Analyze customer trends and patterns, identify improvements, and report observations to management to improve support processes.
Requirements
- 6–10+ years of relevant experience.
- Strong knowledge of RESTful technologies and APIs, with the ability to understand and troubleshoot cloud solutions.
- Ability to troubleshoot server-side code in Java, Node.js, PHP, C#, and Python, as well as client-side JavaScript.
- Understanding of React and Redux.
- Experience troubleshooting network connectivity issues, with knowledge of TCP/UDP and basic SSL/TLS.
- Strong communication skills for explaining complex technical issues to technical and non-technical audiences by phone or email.
- Experience troubleshooting Twilio helper libraries with customers’ developers.
- Strong time management, prioritization, and situational-urgency evaluation skills.
- Ability to develop workflows that improve troubleshooting efficiency while following standard processes.
- Interest in using customer feedback to drive product improvements.
- Ability to collaborate across departments and demonstrate dedication to customer experience.
- Experience managing dedicated customer accounts.
Nice to Have
- Understanding of telecommunications and VoIP, including WebRTC and SIP.
Compensation
- For candidates hired in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.: $116,960–$146,200 annual base salary.
- May be eligible for equity and a corporate bonus plan.
- Benefits include health insurance, 401(k), paid sick time, paid personal time off, and paid parental leave.
Skills
REST APIs, Cloud Solutions, Java, Node.js, PHP, C#, Python, JavaScript, React, Redux, TCP/IP, Ssl/Tls, Webrtc, Sip, Jira
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