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.
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 Rifling rapidly and seeking a Technical Account Manager to be the designated technical support engineering contact for our strategic customers.
Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.
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 paroles 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 the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent
- Fluent in Italian and English
- Ability to effectively communicate technical concepts and identify patterns in customer 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.
- Understanding of network troubleshooting and telecommunications industry
- Strong commitment to learning the ins and outs of a complicated technical product
- Experience with large enterprise customers and their unique demands (at least 1 year)
Desired
- WebRTC experience is a huge plus
- JavaScript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C# / Java are bonus) and client-side code (React is a huge bonus) is preferable but not essential
Location
This role will be remote, and based in Spain.
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.
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