Overview

The TAM is a single point-of-contact to manage the resolution of any product support issues the customer may be experiencing. More importantly, 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.

About the job:

  • You will help customers understand the finer points of Twilio capabilities and influence them to implement best practices.
  • You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
  • You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
  • You will help us understand customer trends, documenting and reporting what you observe to the management team in order to better improve our support process.

Requirements:

  • 5-8+ years experience in a client-facing technical role preferably in a customer support team; Previous Technical Account Manager experience is a plus.
  • The time management skills to handle tickets while maintaining high customer relationship. Desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions.
  • Ability to professionally and diplomatically address customer concerns and provide concise feedback.
  • A firm understanding of the technology stacks common to the Web ecosystem.
  • A functional knowledge of general purpose programming languages. Much of Twilio’s functionality is exposed as REST APIs
  • Solid understanding of computer networking.
  • Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
  • Demonstrated ability to make teams better
  • You hit the ground running and can adapt quickly to new challenges. You quickly learn and master every aspect of complicated processes and systems.
  • You use your analytical mindset to break down large problems and identify possible root causes of issues. You support your proposed solutions with data.
  • You have a passion for improving product quality and creating great user experiences.
  • You are excited about not only teaching others ‘how to fish’ but also how to fish at scale!
  • Experience working with team members in different geographic locations and timezones and with diverse cultural backgrounds.

Bonus points:

  • Attendance of programming/coding bootcamps.
  • iOS and Android programming experience.
  • Experience with call centers and/or IVRs from a technical perspective.

About us:

Twilio’s mission is to fuel the future of communications. Developers and businesses use Twilio to make communications relevant and contextual by embedding messaging, voice and video capabilities directly into their software applications. Founded in 2008, Twilio has over 650 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance. #LI-POST

About Twilio

Twilio is reinventing telecom by merging the worlds of cloud computing, web services and telecommunications.

Twilio hosts a telephony infrastructure web service in the cloud, allowing web programmers to integrate phone calls and SMS messages into their applications. Twilio's simple, powerful API minimizes the learning curve required to build advanced, reliable communications applications, and its Pay-As-You-Go pricing model means customers pay for capacity only when they need it, not before.

The company is funded by Bessemer Venture Partners, Union Square Ventures, Founders Fund, Mitch Kapor and other prominent investors, and is headquartered in San Francisco, CA.

TWILIO + YOU: Great products are built by small teams that work hard, think smart, and move fast. Our Perks:

• VACATION: Time off when you need it. You decide. No minimum amount of hours accrued.

• HEALTHCARE: Full medical, dental, and vision insurance. Life insurance, travel, and gym stipends.

• 401(K): Save for your future with our 401(k) & periodically hosted financial programs.

• COMMUTER BENEFITS: Pre-tax transit dollars, $20 a month for your daily bike ride, and Zipcar perks.

• EARN YOUR STRIPES: Build & present a Twilio app and earn your Twilio track jacket, Kindle, and $30 a month for books.

• CATERED MEALS: Lunch, family dinners, and a fully‑stocked kitchen.