Technical Account Manager

• Designated technical support engineering contact for strategic customers in North America during CST/EST working hours
• Resolve complex technical problems for customers with potentially costly and far-reaching consequences
• Deliver proactive guidance and recommendations to customers to reduce business-impacting downtime
• Use technical and diplomatic skills to address customer issues and provide feedback to Twilio Product and Engineering teams
• Work with customers' developers, architects, and support personnel to troubleshoot and resolve issues
• Collaborate with teammates and Product/Engineering via Slack and file JIRAs to report reproducible bugs
• Understand customer trends, analyze patterns, drive improvements, and report observations to management to improve support processes
• Remain calm under high workloads, prioritize tasks, evaluate situational urgency, and handle escalations

Technical Account Manager – Level 3

Technical Account Manager

Technical Account Manager