Twilio

Technical Account Manager

Twilio

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

CloudJavaJavaScriptNode.jsReact

About the role

  • Function as a consistent point of contact for a named portfolio of Personalized accounts
  • Provide answers, share standard methodologies and solve the most complex technical issues that largest enterprise customers are facing
  • Act as a coordinator for escalated customer issues
  • Maintain customer promises by keeping tickets updated
  • Utilize feedback to improve customer experience and debugging strategies
  • Work closely with the product team and partners to improve customer satisfaction
  • Assist in preparation and execution of quarterly business reviews
  • Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Twilio products.
  • Document customer specific implementation context for use internally

Requirements

  • 5+ years of experience in the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent
  • Ability to effectively communicate technical concepts and identify patterns in customer experience
  • Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
  • Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
  • Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
  • Understanding of network troubleshooting and telecommunications industry
  • Strong commitment to learning the ins and outs of a complicated technical product
  • Experience with large enterprise customers and their unique demands (at least 1 year)
  • WebRTC experience is a huge plus
  • JavaScript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C# / Java are bonus) and client-side code (React is a huge bonus) is preferable but not essential
Benefits
  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • Retirement savings program
  • And much more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Technical Support EngineeringCustomer Success EngineeringRESTful technologyAPIscloud solutionsnetwork connectivityTCPUDPSSLTLS
Soft Skills
communicationproblem-solvingcustomer experiencecoordinationcommitment to learningtroubleshootingcustomer satisfactiondocumentation