Technical Account Manager 3

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences th...

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

In this role, you’ll:
Be enthusiastic for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need
Collaborate with customers’ developers to troubleshoot use of the Twilio helper libraries
Possess strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
Partner with our customers' and their developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences
Work collaboratively with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
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

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!
4+ years of proven experience
Twilio Messaging and or Voice experience
Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need
Development experience in Javascript, VOIP / SIP Applications, WebRTC
Twilio Messaging certification
Twilio Voice Certification
Twilio Email Certification