Technical Account Manager 3

Provides technical support and proactive guidance to strategic customers, resolving complex API, cloud, code, and networking issues. Requires 4–6+ years of relevant experience, strong communication and troubleshooting skills, and experience managing dedicated customer accounts.

About the job

Responsibilities

Serve as the designated technical support engineering contact for strategic customers.
Support customers during Eastern Time hours, from 9:00 a.m. to 6:00 p.m.
Resolve complex technical problems with potentially costly and far-reaching consequences.
Provide proactive guidance on Twilio technologies and recommend ways to reduce business-impacting downtime.
Address customer issues and provide feedback to Product and Engineering teams.
Collaborate with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
Collaborate with Twilio teams via Slack and file JIRAs for reproducible bugs.
Analyze customer trends and patterns, drive improvements, and report observations to management to improve support processes.
Potentially volunteer for holiday coverage on a stipend basis.
Travel occasionally for project or team meetings.

Requirements

4 to 6+ years of relevant experience.
Knowledge of RESTful technologies and experience working with APIs and troubleshooting 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, including TCP/UDP and SSL/TLS fundamentals.
Ability to communicate complex technical issues to technical and non-technical audiences by phone or email.
Experience troubleshooting Twilio helper libraries with customers’ developers.
Strong curiosity and an inquisitive approach to understanding how systems work.
Advanced time-management skills and the ability to work effectively under pressure.
Ability to develop workflows that improve troubleshooting efficiency while following standard processes and procedures.
Excellent task prioritization and situational-urgency evaluation skills.
Interest in using customer feedback to drive product improvements.
Ability to collaborate with multiple Twilio departments to find customer solutions.
Customer-focused approach and dedication to the customer experience.
Experience managing dedicated customer accounts.