Technical Account Manager, Twilio

$86.1-126.5k

Salary is applicable to candidates based in CA, CO, HI, IL, ML, MA, MN, NJ, NY, VT and WA only and may vary by other locations

React

JavaScript

Node.js

Slack

REST API

Mid and Senior level

Remote from US

More information about location

Cloud communications software

Job no longer available

Cloud communications software

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Job no longer available

$86.1-126.5k

Salary is applicable to candidates based in CA, CO, HI, IL, ML, MA, MN, NJ, NY, VT and WA only and may vary by other locations

React

JavaScript

Node.js

Slack

REST API

Mid and Senior level

Remote from US

More information about location

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Company mission

To enable innovators across every industry - from emerging leaders to the world’s largest organisations - to reinvent how companies engage with their customers.

Job

Company

Role

Who you are

You should have an interest in digging deep as well as be able to zoom out and look at the larger picture
You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
4+ years of relevant experience
Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions
Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries
Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need

Desirable

Development experience in REACT, Node.js, Javascript, VOIP / SIP Applications, WebRTC is a huge plus
Contact Center support experience is helpful as well

What the job involves

This position is needed to provide technical support and be the main point of 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
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
Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process is a key part of the role

Our take

Traditionally, it has been difficult for businesses to establish communications systems in-house. Twilio was founded from frustration with this expensive and cumbersome process, providing easy-to-use APIs to let businesses send and receive telephone and text communications.

From these beginnings, the company has expanded through acquisitions and product development to provide a suite of services around market data and customer engagement. It is now a market leader in this space, and has developed a customer base of more than 150,000 businesses including enterprise brands such as Deliveroo, Duolingo and Toyota.

With that said, aggressive expansion and lack of maturity in some of its products has impacted the company's efficiency, and like many of its peers it has been forced to restructure heavily to remain competitive. Coming out of this restructuring, the company will focus on profitability, streamlining decision making and R&D to put itself in good stead for future success.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

35% employee growth in 12 months

Glassdoor (3.7)

Company

Funding (last 2 of 6 rounds)

Jul 2015

$130m

SERIES E

Jun 2013

$70m

SERIES D

Total funding: $250.7m

Company benefits

Generous annual time off in all countries
Comprehensive health programs
Programs to help our employees plan for their retirement needs
Generous maternity, paternity, and adoption leaves, as well as family medical care leave
Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
Variety of snacks, drinks, and catered meals in each of our locations
Work from home opportunities

Company HQ

Financial District, San Francisco, CA

Leadership

Khozema Shipchandler

(CEO, not founder)

Has been at the company since 2018, beginning as CFO then working as COO, President of Communications then CEO. Prior to this, spent 20 years at GE, ultimately as CCO of GE Digital.

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