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August 10, 2020  
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<< Back To Search Results Twilio Inc.
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Technical Account Manager Dev

Position Description



Twilio is looking for an experienced Technical Account Manager Developer who is

going 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 urgency.


* Good knowledge of RESTful technology, previous work with APIs and ability

to understand and troubleshoot issues with cloud solutions.

* Skilled in troubleshooting network connectivity issues, with an

understanding of TCP/UDP, and basics of SSL/TLS. Bonus: Understanding of

WebRTC would be a HUGE plus.

* High competency in communicating complex technical issues to both

technical and non-technical audiences via phone or email mediums.

* Interest in utilizing customer feedback to identify and drive

improvements in our products.

* Enthusiasm for interacting and collaborating with other departments

within Twilio in your search for the solutions our customers need.

* Ability to stand in the customer s shoes and demonstrated dedication

the customer experience.

* Advanced time management skills, ability to work well under pressure, and

proficiency at developing workflows to increase troubleshooting

efficiency while still following standard processes and procedures.

* Excellence in task prioritization and evaluation of situational urgency.


Bonus: Broad capabilities to troubleshoot server-side code (C#, Java, Node.js,

Ruby, or PHP) and client-side code (JavaScript, Android, iOS). Good

understanding of React and Redux.


A regular day in the life of a Technical Account Manager at Twilio would

consist of working on the cases raised by specific customer's assigned to you

and looking at ways to prevent future occurrences of such issues, while

maintaining high customer relationship and helping them be successful using


Some examples include: examining packet capture data and engaging one of our

carriers to resolve a one-way audio issue in Germany, providing advice to a

customer whose web server is not responding to HTTP requests from Twilio, and

calling a customer to discuss the design of a function for transferring calls

between agents in a call center.

As a TAM you will help customers understand the finer points of Twilio

capabilities and influence them to implement best practices.

* WEAR THE CUSTOMER SHOES: Use your strong technical and diplomatic skills

to address customer issues and provide customer feedback to Twilio s

Product and Engineering teams.

* RUTHLESSLY PRIORITIZE: Work with our customers' and partners' developers,

architects, and support personnel to resolve complex problems with

potentially very costly and far-reaching consequences.

* BE INCLUSIVE : Collaborate with your teammates and the Twilio Product and

Engineering teams via Slack as well as filing JIRAs to report

reproducible bugs.

* WRITE IT DOWN: Understanding customer trends, analyzing patterns, driving

betterments and reporting what you observe to the management team in

order to better improve our support process is a key part of the role.


If you are excited about not only teaching others how to fish but al

how to fish at scale then this role is for you.


Twilio is a company that is empowering the world s developers with modern

communication in order to build better applications. We only succeed at Twilio

when our customers succeed. An outstanding customer experience with both our

products and our service is an integral part of why customers choose Twilio,

and your role is critical in ensuring the success here.

Twilio is truly unique; we are a company committed to your growth, your

learning, your development and your entire employee experience. We only win

when our employees succeed and we're dedicated to helping you develop your

strengths. We invest in time dedicated to tackling hard problems and creating

your own ideas. We have a cultural foundation built on diversity, inclusion and

innovation and we want you and your ideas to thrive at Twilio. Come join us.

Where? (Remote Eastern time-zone)

We employ diverse talent from all over the world and we believe great work can

be done anywhere. Around the world, Twilio offers benefits and perks to support

the physical, financial, and emotional well being of you and your loved ones.

No matter where you are based, you will experience a company that believes in

small teams for maximum impact; seeks well-rounded talent to ensure a full

perspective on our customers experience, understands that this is a

marathon, not a sprint; that continuously and purposefully builds an inclusive

culture that empowers everyone to do their best work and be the best version of



Millions of developers around the world have used Twilio to unlock the magic of

communications to improve any human experience. Twilio has democratized

communications channels like voice, text, chat, video and email by virtualizing

the world s communications infrastructure through APIs that are simple enou

for any developer to use, yet robust enough to power the world s most

demanding applications. By making communications a part of every software

developer s toolkit, Twilio is enabling innovators across every industry

from emerging leaders to the world s largest organizations to reinve

how companies engage with their customers.

Additional Information

Employment Type: Full-Time    
Position Location: Atlanta, Georgia

Apply For This Job: Technical Account Manager Dev


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