Quick Summary
Who we are
At Twilio, we are shaping the future of communications from our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, a strong culture of connection, and global inclusion means that regardless of your location, you are part of a vibrant team with diverse experiences making a global impact daily. As we continue to revolutionize how the world interacts, we acquire new skills and experiences that make work truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
See yourself at Twilio
Join the team as Twilio’s next Staff Technical Account Manager.
About the job
This position supports Personalized customers in EMEA. Twilio is growing rapidly and seeks a Technical Account Manager to serve as the designated technical support engineering contact for our strategic customers.
As a designated technical contact, you will work with customers to resolve complex technical problems with potentially very costly and far-reaching consequences. You should be interested in digging deep while also being able to zoom out and view the larger picture. The TAM delivers proactive guidance to the customer, providing added value through Twilio technologies and offering recommendations to make the customer’s environment less susceptible to business-impacting downtime. You must remain calm and effective under higher workloads, excelling at prioritization and evaluating situational vitality.
You will join a team of talented individuals who deeply care about Twilio’s customers, partners, each other, and the broader community. We judge ourselves on how well we serve each of these stakeholders. If you enjoy working with smart people and helping to build a company that values quality, you have found the right place.
Responsibilities
- 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 faced by our largest enterprise customers.
- 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 the preparation and execution of quarterly business reviews.
- Coordinate with internal and customer teams to ensure the customer receives maximum value from their subscription to Twilio products.
- Document customer-specific implementation context for internal use.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, do not let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
- 8+ years of experience in Technical Support Engineering, Personalized Support Engineering, Customer Success Engineering roles, or equivalent.
- Fluent in French and English.
- Deep understanding of the telecommunications industry.
- Experience with large enterprise customers and their unique demands (at least 1 year), including managing dedicated customer accounts.
- Ability to empathize with the customer and demonstrated dedication to the customer experience, with an interest in utilizing customer feedback to identify and drive product improvements.
- Good knowledge of RESTful technology, previous work with APIs, and the ability to understand, solve, and troubleshoot issues with cloud solutions.
- Comfortable working with customers’ developers to troubleshoot their use of Twilio helper libraries.
- Skilled in solving network connectivity issues, with a solid understanding of TCP/UDP, the basics of SSL/TLS, and general network troubleshooting.
- High competency in communicating complex technical issues and identifying patterns in customer experience for both technical and non-technical audiences via phone or email.
- Advanced time management skills, excellence in task prioritization, ability to work well under pressure, and evaluation of situational urgency.
- Proficiency at developing workflows to increase troubleshooting efficiency while adhering to standard processes and procedures.
- An inquisitive mind to understand how things work, paired with a strong commitment to learning the intricacies of a complicated technical product.
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
Desired:
- WebRTC experience is a significant advantage.
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux.
- Development experience in a scripting language / framework (React, Node.js, JavaScript, Python).
Location
This role will be remote and based in Spain or Ireland.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That is why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you are ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role is not what you are looking for, please consider other open positions.
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.