Technical Account Manager

 

Because you belong at Twilio

The Who, What, Where and Why

Who?

Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers.  As a dedicated support engineering 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.

You should have an interest in reading and debugging code, and be able to master the design of applications for controlling voice calls via our REST API.

A firm understanding of the technology stacks common to the Web ecosystem is required. A demonstrated history of creating non-trivial applications in Java, .Net, Ruby, Python, PHP, Javascript or some other modern, general purpose programming language is highly encouraged, since much of Twilio’s functionality is exposed as REST APIs.

Preferred skills include telecommunications and VOIP troubleshooting experience. For example, you may have implemented, deployed and/or maintained/supported Avaya/Cisco/or similar platforms of significant size. Alternatively, you may have experience building and supporting voice communications applications.

Continuous learning and collaboration essential elements of our TAM Team, and we place a high value on demonstrated ability to work in tandem, mentor, and coach other members of the team in technical and process aspects of their jobs.

What?

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 Twilio.

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 transfering 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. Understanding customer trends, analysing patterns, driving 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 also how to fish at scale then this role is for you.

Why?

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 weeks 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?

This position will be located in our beautiful office at 3280 Peachtree Road NE (Buckhead Region) in Atlanta. While working in our newest office, you’ll enjoy fully stocked snacks and drinks. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.

About us:

Twilio's mission is to fuel the future of communications. Developers and businesses use Twilio to make communications relevant and contextual by embedding messaging, voice and video capabilities directly into their software applications. Founded in 2008, Twilio has over 650 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance. #LI-POST


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