Staff, Technical Account Manager

8+ years of experience in the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent Ability to effectively communicate technical concepts and identify patterns in customer 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 Understanding of network troubleshooting and telecommunications industry Strong commitment to learning the ins and outs of a complicated technical product Experience with large enterprise customers and their unique demands (at least 1 year) WebRTC experience is a huge plus JavaScript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C# / Java are bonus) and client-side code (React is a huge bonus) is preferable but not essential

Function as a consistent point of contact for a named portfolio of Personalized accounts Provide answers, share standard methodologies and solve the most complex technical issues that largest enterprise customers are facing Act as a coordinator for escalated customer issues Maintain customer promises by keeping tickets updated Utilize feedback to improve customer experience and debugging strategies Work closely with the product team and partners to improve customer satisfaction Assist in preparation and execution of quarterly business reviews Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Twilio products Document customer specific implementation context for use internally