Quick Summary
Who We Are
At Twilio, we are innovating the future of communications from a remote-first environment. We provide cutting-edge solutions to hundreds of thousands of businesses and empower millions of developers globally to create personalized customer experiences.
Our commitment to remote work, a strong culture of connection, and global inclusion ensures that every team member, regardless of location, contributes to a vibrant team making a worldwide impact. As we continue to revolutionize global interactions, we foster new skills and experiences, making work truly rewarding. Your career growth at Twilio is in your hands.
Hiring and How We Work
We leverage Artificial Intelligence (AI) to streamline our hiring process, though all final hiring decisions are made by Twilio team members. While we operate as a remote-first company, occasional in-person attendance may be requested for team gatherings, functional off-sites, or customer meetings.
See Yourself at Twilio
Join our team as Twilio’s next Technical Account Manager.
About the Job
Twilio seeks an experienced Technical Account Manager (TAM) to serve as the dedicated technical support engineering contact for our strategic customers. This role involves supporting customers during Eastern hours (9am to 6pm ET), resolving complex technical problems with potentially significant consequences. The ideal candidate will possess the ability to delve into details while also understanding the broader context. The TAM delivers proactive guidance to customers, adding value through Twilio technologies and providing recommendations to minimize business-impacting downtime. You must remain effective under high workloads, excelling in prioritization and evaluating situational urgency. There may also be opportunities for holiday coverage on a stipend basis.
Responsibilities
- Utilize strong technical and diplomatic skills to address customer issues and relay customer feedback to Twilio’s Product and Engineering teams.
- Collaborate with customer and partner developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.
- Engage with teammates and Twilio Product and Engineering teams via Slack, and file JIRAs to report reproducible bugs.
- Analyze customer trends, identify patterns, drive improvements, and report observations to management to enhance our support processes.
Qualifications
Twilio values diverse experiences across all industries and encourages all qualified applicants to apply, regardless of traditional career paths. We seek individuals who bring fresh perspectives.
Required Qualifications:
- 6 to 10+ years of relevant experience in technical account management or similar roles.
- Strong knowledge of RESTful technology, prior experience with APIs, and the ability to troubleshoot cloud solutions.
- Broad capabilities in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a solid understanding of React and Redux.
- Proficiency in troubleshooting network connectivity issues, including TCP/UDP and the basics of SSL/TLS.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email.
- Comfortable working with customer developers to troubleshoot the use of Twilio helper libraries.
- An inquisitive mindset to understand system functionalities.
- Advanced time management skills, ability to perform effectively under pressure, and proficiency in developing workflows to enhance troubleshooting efficiency while adhering to standard processes.
- Excellence in task prioritization and evaluation of situational urgency.
- Interest in leveraging customer feedback to identify and drive product improvements.
- Enthusiasm for interacting and collaborating with other Twilio departments to find solutions for customers.
- Demonstrated dedication to the customer experience and ability to empathize with customer needs.
- Experience in managing dedicated customer accounts.
Desired Qualifications:
- Understanding of Telecoms and VOIP, including WebRTC and SIP.
Location
This is a remote role based in the USA, providing support during 9am to 6pm Eastern Time.
Travel
Occasional travel may be required for project or team in-person meetings to foster connection and build relationships.
What We Offer
Working at Twilio provides numerous benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program. Offerings may vary by location.
Compensation
Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
- Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $116,960.00 - $146,200.00
This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
Application Deadline Information
Applications for this role are intended to be accepted until September 28th, but this date may change based on business needs.
Twilio Thinks Big. Do You?
We value problem-solving, initiative, teamwork, and embracing new challenges, embodying what we call Twilio Magic. We also empower employees to create positive change in their communities through volunteering and donation support.
If you are ready to unleash your full potential, perform your best work, and be your best self, apply now! If this role isn't a fit, please explore other open positions.
Stay Alert to Recruitment Fraud
Your safety is important to us. Be aware that scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Always ensure you are communicating with an official @twilio.com email address. We will never request payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not extend job offers without a formal interview process or conduct interviews exclusively via text-based messaging apps.
Equal Opportunity Employer
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.