Technical Account Manager 4
New
T
TwilioCommunications technology
Remote - Colombia; this role will be remote, and based in Colombia., Central hours (9am to 6pm CT)Full-TimeManager
SalaryThere will also be the potential need to volunteer for holiday coverage on a stipend basis.
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Job Details
- Experience
- 4+ years of relevant experience
- Required Skills
- Node.jsPHPPythonJavaJavascriptC#ReactRESTful APIs
Requirements
- Have 4+ years of relevant experience.
- Have good knowledge of RESTful technology and prior experience working with APIs.
- Be able to understand and troubleshoot issues with cloud solutions.
- Troubleshoot server-side code in Java, Node.js, PHP, C#, or Python, and client-side JavaScript.
- Have a good understanding of React and Redux.
- Troubleshoot network connectivity issues and understand TCP/UDP and the basics of SSL/TLS.
- Communicate complex technical issues to technical and non-technical audiences by phone or email.
- Work with customer developers to troubleshoot use of Twilio helper libraries.
- Have experience managing dedicated customer accounts.
- Manage time and priorities effectively, work well under pressure, and develop workflows that improve troubleshooting efficiency while following standard processes.
- Be interested in using customer feedback to identify and drive product improvements.
- Desired: understand telecommunications and VoIP, including WebRTC and SIP.
Responsibilities
- Address customer issues using technical and diplomatic skills, and provide customer feedback to Twilio’s Product and Engineering teams.
- Work with customer and partner developers, architects, and support personnel to resolve complex technical problems.
- Provide proactive guidance on Twilio technologies and recommend ways to reduce business-impacting downtime.
- Collaborate with teammates and Twilio Product and Engineering teams via Slack.
- File JIRAs to report reproducible bugs.
- Analyze customer trends and patterns, and report observations to management to improve support processes.
- Work customer cases during Central hours and resolve complex technical problems.
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