Twilio is looking for an experienced Technical Account Manager Developer who is
going to be the designated technical support engineering contact for our
strategic customers. As a designated technical contact 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 urgency.
to understand and troubleshoot issues with cloud solutions.
understanding of TCP/UDP, and basics of SSL/TLS. Bonus: Understanding of
WebRTC would be a HUGE plus.
technical and non-technical audiences via phone or email mediums.
improvements in our products.
within Twilio in your search for the solutions our customers need.
the customer experience.
proficiency at developing workflows to increase troubleshooting
efficiency while still following standard processes and procedures.
Bonus: Broad capabilities to troubleshoot server-side code (C#, Java, Node.js,
understanding of React and Redux.
A regular day in the life of a Technical Account Manager at Twilio would
consist of working on the cases raised by specific customer’s assigned to you
and looking at ways to prevent future occurrences of such issues, while
maintaining high customer relationship and helping them be successful using
Some examples include: examining packet capture data and engaging one of our
carriers to resolve a one-way audio issue in Germany, providing advice to a
customer whose web server is not responding to HTTP requests from Twilio, and
calling a customer to discuss the design of a function for transferring calls
between agents in a call center.
As a TAM you will help customers understand the finer points of Twilio
capabilities and influence them to implement best practices.
to address customer issues and provide customer feedback to Twilio s
Product and Engineering teams.
architects, and support personnel to resolve complex problems with
potentially very costly and far-reaching consequences.
Engineering teams via Slack as well as filing JIRAs to report
betterments and reporting what you observe to the management team in
order to better improve our support process is a key part of the role.
If you are excited about not only teaching others how to fish but al
how to fish at scale then this role is for you.
Twilio is a company that is empowering the world s developers with modern
communication in order to build better applications. We only succeed at Twilio
when our customers succeed. An outstanding customer experience with both our
products and our service is an integral part of why customers choose Twilio,
and your role is critical in ensuring the success here.
Twilio is truly unique; we are a company committed to your growth, your
learning, your development and your entire employee experience. We only win
when our employees succeed and we’re dedicated to helping you develop your
strengths. We invest in time dedicated to tackling hard problems and creating
your own ideas. We have a cultural foundation built on diversity, inclusion and
innovation and we want you and your ideas to thrive at Twilio. Come join us.
Where? (Remote Eastern time-zone)
We employ diverse talent from all over the world and we believe great work can
be done anywhere. Around the world, Twilio offers benefits and perks to support
the physical, financial, and emotional well being of you and your loved ones.
No matter where you are based, you will experience a company that believes in
small teams for maximum impact; seeks well-rounded talent to ensure a full
perspective on our customers experience, understands that this is a
marathon, not a sprint; that continuously and purposefully builds an inclusive
culture that empowers everyone to do their best work and be the best version of
Millions of developers around the world have used Twilio to unlock the magic of
communications to improve any human experience. Twilio has democratized
communications channels like voice, text, chat, video and email by virtualizing
the world s communications infrastructure through APIs that are simple enou
for any developer to use, yet robust enough to power the world s most
demanding applications. By making communications a part of every software
developer s toolkit, Twilio is enabling innovators across every industry
from emerging leaders to the world s largest organizations to reinve
how companies engage with their customers.