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Staff Technical Account Manager

Staff Technical Account Manager

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T
TwilioCloud communications
Location: Remote - US; This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA, Eastern hours (9am to 6pm ET)Full-TimeStaff
SalaryBased in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: 116,960.00 - 146,200.00. Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): 123,760.00 - 154,700.00. Based in the San Francisco Bay area, California: 137,520.00 - 171,900.00.
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Job Details

Experience
6 to 10+ years of relevant experience
Required Skills
Node.jsPHPPythonJavaJavascriptC#ReduxReactRESTful APIs

Requirements

  • Have 6 to 10+ years of relevant experience.
  • Know RESTful technology and APIs, and be able to understand and troubleshoot cloud-solution issues.
  • Troubleshoot server-side code in Java, Node.js, PHP, C#, or Python, and client-side JavaScript.
  • Understand React and Redux.
  • Troubleshoot network connectivity and understand TCP/UDP and SSL/TLS basics.
  • Communicate complex technical issues to technical and non-technical audiences by phone or email.
  • Work with customer developers to troubleshoot Twilio helper libraries.
  • Manage dedicated customer accounts.
  • Prioritize tasks and assess urgency while managing time and working under pressure.
  • Use customer feedback to identify product improvements and collaborate across departments.
  • Telecoms and VOIP knowledge, including WebRTC and SIP, is desired.

Responsibilities

  • Address customer issues using technical and diplomatic skills, and provide customer feedback to Product and Engineering teams.
  • Work with customers' and partners' developers, architects, and support personnel to resolve complex technical problems.
  • Collaborate with teammates and Twilio Product and Engineering through Slack, and file JIRAs for reproducible bugs.
  • Analyze customer trends and patterns, and report observations to management to improve support processes.
  • Provide proactive guidance on Twilio technologies and recommend ways to reduce business-impacting downtime.
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Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: 116,960.00 - 146,200.00. Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): 123,760.00 - 154,700.00. Based in the San Francisco Bay area, California: 137,520.00 - 171,900.00.
Apply Now