Technical Account Manager 3 West

Profile

See yourself at Twilio

Join the team as our next ISV Technical Account Manager 3 (West)

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help

companies and developers worldwide

build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support

diversity, equity & inclusion

wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

Twilio is growing rapidly and seeking a Technical Account Manager 3 (EST) to be the designated technical contact for our strategic customers. You will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational vitality.

Responsibilities

In this role, you’ll:

BE AN OWNER: Use your technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

WEAR THE CUSTOMERS’ SHOES: Work with our customers' and partners' developers, architects, and support personnels to resolve complex problems with potentially very costly and far-reaching consequences.

EMPOWER OTHERS: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

DRAW THE OWL: Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!

Required:

4 years of experience in a customer-facing role where you owned key technical relationships

Experience with REST API

Knowledge of web technologies and protocols, including HTML, XML, Javascript, HTTP and TCP/UDP

Experience working with cross-functional teams, including Product, Engineering, and Sales teams, in a technology environment

Excellent analytical, troubleshooting, problem solving, and communication skills

Ability to quickly learn new technical concepts and be self-directed in the learning

Desired:

Experience with VOIP/SIP applications

Excellent project management skills

Experience using data analysis tools, such as Kibana and Looker

Development experience with Javascript and/or WebRTC is a huge plus

Location

This role will be REMOTE

and based in the West Coast, USA.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call

Twilio Magic

. Additionally, we empower employees to build

positive change in their communities

by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for,

please consider other open positions

Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

Colorado applicants:

The estimated pay range for this role, based in Colorado, is $82,080 - $102,600

Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

#LI-Remote

Company info

Twilio Inc
Website : https://www.twilio.com