Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of 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, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel 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!
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See yourself at Twilio
Join the team as Twilio’s next Staff Technical Account Manager
About the job
This position is needed to support Personalized customers in EMEA. Twilio is growing rapidly and seeking a Technical Account Manager to be the designated technical support engineering contact for our strategic customers.
As a designated technical contact you will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational vitality.
You’d be joining a team of talented individuals that care deeply about Twilio’s customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place.
Responsibilities
In this role, you’ll:
- 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 that largest enterprise customers are facing
- 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 preparation and execution of quarterly business reviews
- Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Twilio products.
- Document customer specific implementation context for use internally
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, don't 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 experience in managing dedicated customer accounts.
- Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience, with an interest in utilizing customer feedback to identify and drive improvements in our products.
- Good knowledge of RESTful technology, previous work with APIs, and the ability to understand, solve, and troubleshoot issues with cloud solutions.
- Comfortable in working with customers’ developers to troubleshoot their use of the 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 mediums.
- 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 still following standard processes and procedures.
- An inquisitive mind to understand how things work, paired with a strong commitment to learning the ins and outs 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 huge plus
- 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 any of the following locations: 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's 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're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're 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.
