Technical Account Manager (Japanese Speaking)

Posted 16 days agoViewed

💎 Seniority level: Manager, 5+ years

📍 Location: Singapore

🔍 Industry: Software or SaaS company

🏢 Company: Twilio👥 5001-10000💰 $378,215,525 Post-IPO Equity over 3 years ago🫂 Last layoff about 1 year agoMessaging SMS Mobile Apps Enterprise Software Software

🗣️ Languages: English, Japanese

⏳ Experience: 5+ years

🪄 Skills: Node.jsPHPPythonJavaJavascriptReact.jsSwiftC#Communication SkillsAnalytical SkillsProblem SolvingCustomer serviceTime ManagementInterpersonal skillsAccount ManagementTroubleshootingActive listeningJSONTechnical supportCustomer supportEnglish communication

Requirements:

5+ years of relevant experience as part of a support or operations team in a software or SaaS company.
Knowledge of web services, JavaScript (Node.js), React.JS, XML Python, Ruby, PHP, Java, C#, Swift, API and implementations using SDKs.
Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
Exceptional time management skills, emotional intelligence, interpersonal communication and ability to prioritize tasks while evaluating situational urgency.
Demonstrated history of driving complex product issue resolutions including escalation management, internal and external strategy planning through to solution delivery.
High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
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.
Strong bilingual proficiency in English and Japanese (reading, writing, speaking, and listening) to effectively serve our Japan Personalized Support customers while collaborating seamlessly with non-Japanese Twilions across the organization

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.

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