Technical Account Manager 3
RemoteColombia
ColombiaRemoteFull TimeCloud ServicesLarge
Full TimeLargeCloud Services
Job Summary
Address customer issues and provide feedback to Twilio's Product and Engineering teams by resolving complex technical problems with potentially costly consequences. Collaborate with customer developers, architects, and support personnel to troubleshoot server-side code, network connectivity, and API usage, while filing JIRAs for reproducible bugs. Analyze customer trends and patterns to drive product improvements and report observations to management. Support strategic accounts during Pacific hours (8am to 5pm PT) with potential holiday coverage, requiring advanced time management and prioritization under pressure.
Required Qualifications
- 4 to 6+ years of relevant experience
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux
- Development experience in a scripting language (REACT, Node.js, Javascript, Python)
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
- Comfortable in working with customers' developers to troubleshoot use of the Twilio helper libraries
- Have an inquisitive mind to understand how things work
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
- Excellence in task prioritization and evaluation of situational urgency
- Interest in utilizing customer feedback to identify and drive improvements in our products
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
- Ability to stand in the customer's shoes and demonstrated dedication to the customer experience
- Experience in managing dedicated customer accounts
- Pacific hours (8am to 5pm PT)
- Remote
- Bogota, Colombia
- Occasional travel to participate in project or team in-person meetings
- Holiday coverage on a stipend basis
Desired Qualifications
- Understanding of Telecoms and VOIP including WebRTC and SIP
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