Technical Account Manager 3

3+ years of experience in a customer success or developer support environment. Working knowledge of RESTful technology and APIs. Ability to understand and troubleshoot cloud solutions. Troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript (React, Redux). Skilled in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS basics). Communicate complex technical issues to technical and non-technical audiences. Troubleshoot use of Twilio helper libraries, SDKs, and overall use case health with customers' developers. Advanced time management skills, experience with escalation handling, and developing workflows. Excellent ability to prioritize tasks and evaluate situational urgency. Interest in utilizing customer feedback to drive product improvements. Enthusiasm for interacting and collaborating with other departments. Ability to stand in the customer's shoes and dedication to customer experience. Experience in managing dedicated customer accounts.

Address customer issues and provide feedback to Product and Engineering teams. Work with customers' developers, architects, and support personnel to resolve complex problems. Collaborate with teammates and Twilio Product and Engineering teams via Slack and Jira. Analyze customer trends and patterns to drive improvements and report observations.