See yourself at TwilioJoin the team as our next Technical Account ManagerWho we are & why we’re hiringTwilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.About the jobTwilio is growing rapidly and seeking a Technical Account Manager 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!ResponsibilitiesIn this role, you’ll:

• BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
  
• WEAR THE CUSTOMERS’ SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  
• EMPOWER OTHERS: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
  
• DRAW THE OWL: 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.
  

Qualifications Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• 5+ years of relevant experience
  
• Proficient in at least one programming language, preferably in JavaScript (Node.js), Python, Java, PHP, C#, Ruby.
  
• Good knowledge of RESTful technology, previous work with APIs, and ability to understand and troubleshoot issues with cloud solutions. Understanding of TCP/UDP and basics of SSL/TLS.
  
• 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.
  
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience. Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.

Desired:

• You are or were a software engineer for over three or more years. You have experience in building server-side APIs (RESTful style).
  
• Experience in building native iOS/Android applications using one or more programming languages in Objective-C, Swift, Java, Kotlin
  
• Proficient in SQL. You have experience in using SQL as a data analysis tool.
  

Location This role will be based in our Hong Kong / Singapore office. What We OfferThere are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.