At Twilio, we’re shaping the future of communications,all from the comfort of our homes. We deliver innovative solutionsto hundreds of thousands of businesses and empower millions ofdevelopers worldwide to craft personalized customer experiences.Our dedication to remote-first work, and strong culture ofconnection and global inclusion means that no matter your location,you’re part of a vibrant team with diverse experiences making aglobal impact each day. As we continue to revolutionize how theworld interacts, we’re acquiring new skills and experiences thatmake work feel truly rewarding. Your career at Twilio is in yourhands. See yourself at Twilio Join the team as our next TechnicalAccount Manager 3 - Flex About the job Twilio is looking for anexperienced Technical Account Manager who is going to be thedesignated technical point contact to support and partner with ourtop tier strategic customers in North America during PST workinghours. As a designated technical contact you will work with ourcustomers to resolve complex technical problems with potentiallyvery costly and far-reaching consequences. You should have aninterest in digging deep as well as be able to zoom out and look atthe larger picture. TAMs are technical product experts that aremost familiar with their customers’ implementation and Twiliotechnologies to deliver recommendations to make the customer’senvironment less susceptible to business impacting downtimeresolution. With their proactive insights & guidance TAMs aresupporting their customers and nurturing the customer Twiliopartnership actively. You are able to remain calm and effectiveduring critical escalations and spike in workloads and excel atprioritization and evaluation of situational urgency. There willalso be the potential need to volunteer for holiday coverage on astipend basis. Responsibilities In this role, you’ll: - Use yourstrong technical and diplomatic skills to address customer issuesand provide customer feedback to Twilio’s Product and Engineeringteams. - With Twilio product expertise, tooling and familiarity& understanding of the customer’s implementation you willprovide proactive insights and guidance that will help predict,prepare or prevent future high impact situations. - Work with ourcustomers' and partners' developers, architects, and supportpersonnel to resolve complex problems with potentially very costlyand far-reaching consequences. - Collaborate with your teammatesand the Twilio Product and Engineering teams via Slack as well asfiling JIRAs to report reproducible bugs. - Understanding customertrends, analyzing patterns, driving betterments and reporting whatyou observe to the management team in order to better improve oursupport process is a key part of the role. Qualifications Twiliovalues diverse experiences from all kinds of industries, and weencourage everyone who meets the required qualifications to apply.If your career is just starting or hasn't followed a traditionalpath, don't let that stop you from considering Twilio. We arealways looking for people who will bring something new to thetable! *Required: - 5+ years of relevant experience - Goodknowledge of RESTful technology, previous work with APIs andability to understand and troubleshoot issues with cloud solutions.- Skilled in troubleshooting network connectivity issues, with anunderstanding of TCP/UDP, and basics of SSL/TLS. - High competencyin communicating complex technical issues to both technical andnon-technical audiences via phone or email mediums - Comfortable inworking with customers’ developers to troubleshoot use of theTwilio helper libraries. - Have an inquisitive mind to understandhow things work - Advanced time management skills, ability to workwell under pressure, and proficiency at developing workflows toincrease troubleshooting efficiency while still following standardprocesses and procedures. - Excellence in task prioritization andevaluation of situational urgency. - Interest in utilizing customerfeedback to identify and drive improvements in our products. -Ability to stand in the customer’s shoes and demonstrateddedication to the customer experience. - Experience in managingdedicated customer accounts. - Understanding of Telecoms and VOIPincluding WebRTC and SIP Location This role will be remote andbased in Bogota, Colombia, providing support during Pacific hours(8am to 5pm PT) What We Offer Working at Twilio offers manybenefits, including competitive pay, generous time off, ampleparental and wellness leave, healthcare, a retirement savingsprogram, and much more. Offerings vary by location. Twilio thinksbig. Do you? We like to solve problems, take initiative, pitch inwhen needed, and are always up for trying new things. That's why weseek out colleagues who embody our values — something we callTwilio Magic. Additionally, we empower employees to build positivechange in their communities by supporting their volunteering anddonation efforts. So, if you're ready to unleash your fullpotential, do your best work, and be the best version of yourself,apply now! Twilio is proud to be an equal opportunity employer. Wedo not discriminate based upon race, religion, color, nationalorigin, sex (including pregnancy, childbirth, reproductive healthdecisions, or related medical conditions), sexual orientation,gender identity, gender expression, age, status as a protectedveteran, status as an individual with a disability, geneticinformation, political views or activity, or other applicablelegally protected characteristics. We also consider qualifiedapplicants with criminal histories, consistent with applicablefederal, state and local law. Qualified applicants with arrest orconviction records will be considered for employment in accordancewith the Los Angeles County Fair Chance Ordinance for Employers andthe California Fair Chance Act. Additionally, Twilio participatesin the E-Verify program in certain locations, as required by law.Twilio is committed to providing reasonable accommodations forqualified individuals with disabilities and disabled veterans inour job application procedures. If you need assistance or anaccommodation due to a disability, please contact us ataccommodations@twilio.com. #J-18808-Ljbffr