Technical Account Manager 3
New
T
TwilioBusiness Communications, Data Solutions
Remote - Colombia, Central hours (9am to 6pm CT)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- Node.jsPHPPythonJavaJavascriptC#ReduxWebRTCReactRESTful APIs
Requirements
- 4+ years of relevant experience
- Good knowledge of RESTful technology
- Previous work with APIs
- Ability to understand and troubleshoot issues with cloud solutions
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python)
- Broad capabilities to troubleshoot client-side JavaScript (React, Redux)
- Skilled in troubleshooting network connectivity issues (TCP/UDP, basics of SSL/TLS)
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email
- Comfortable in working with customers’ developers to troubleshoot use of Twilio helper libraries
- Inquisitive mind to understand how things work
- Advanced time management skills
- Ability to work well under pressure
- Proficiency at developing workflows to increase troubleshooting efficiency while 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 products
- Enthusiasm for interacting and collaborating with other departments within Twilio
- Demonstrated dedication to the customer experience
- Experience in managing dedicated customer accounts
- Understanding of Telecoms and VOIP including WebRTC and SIP (Desired)
Responsibilities
- Serve as the designated technical support engineering contact for strategic customers.
- Support customers during Central hours (9am to 6pm CT).
- Resolve complex technical problems with potentially costly and far-reaching consequences.
- Deliver proactive guidance to customers to add value through Twilio technologies.
- Provide recommendations to make the customer’s environment less susceptible to business impacting downtime.
- Address customer issues using strong technical and diplomatic skills.
- Provide customer feedback to Twilio’s Product and Engineering teams.
- Work with customers' and partners' developers, architects, and support personnel.
- Collaborate with teammates and Twilio Product and Engineering teams via Slack.
- File JIRAs to report reproducible bugs.
- Understand customer trends, analyze patterns, and drive improvements.
- Report observations to the management team to improve support processes.
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