Technical Account Manager 3

About the job

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 designated TAM you will be supporting customers during Central hours (9am to 6pm CT) and working on the cases created by customers and resolving 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. There will also be the potential need to volunteer for holiday coverage on a stipend basis.

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Understanding customer trends, analyzing 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.

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.