See yourself at Twilio
Join the team as our next Partner Technical Account Manager 4
Who we are & why were hiring
Twilio powers real-time business communications & data solutions that help companies & developers worldwide build better applications & 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, & we're looking for more builders, creators, & visionaries to help fuel our growth momentum.
About the job
This position is needed to provide designated technical support engineering to our strategic partners.
Twilio is looking for an experienced Partner Technical Account Manager who is going to be the designated technical support engineering contact for our strategic partners focusing on our Contact Center solution - Flex. As a designated technical contact you will work with our partners to resolve complex technical problems with potentially very costly & far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out & look at the larger picture. The PTAM delivers proactive guidance to the partner to provide added value to the end customers through the use of Twilio technologies & deliver recommendations to make the customers environment less susceptible to business impacting downtime. You are able to remain calm & effective at higher workloads as well as excelling at prioritization & evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.
In this role, youll:
Use your strong technical & diplomatic skills to address customer issues & provide customer feedback to Twilios Product & Engineering teams.
Work with our partners' developers, architects, & support personnel to resolve complex problems with potentially very costly & far-reaching consequences.
Collaborate with your teammates & the Twilio Product & Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
Understanding customer trends, analyzing patterns, driving betterments & reporting what you observe to the management team in order to better improve our support process is a key part of the role.
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, & 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!
5+ years of relevant experience
Solid knowledge of RESTful technology, previous work with APIs & ability to understand & troubleshoot issues with cloud solutions.
Solid competency in sharing technical knowledge & best practices with less experienced support engineers externally
Advanced time management skills, ability to work well under pressure, & proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes & procedures.
Keen eye for identifying product & support process betterment opportunities through data & partner influence.
Ability to stand in the customers shoes & demonstrated dedication to the customer experience.
Fluent in Portuguese is a bonus, but not required
Experience supporting partners is a bonus
This role will be remote & based anywhere in the continental US.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental & wellness leave, healthcare, a retirement savings program, & much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, & 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 & donation efforts.
So, if you're ready to unleash your full potential, do your best work, & be the best version of yourself, apply now!
Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.
The estimated pay range for this role, based in Colorado, is $90,320 - $124,190
Additionally, this role is eligible to participate in Twilio's equity plan.
The successful candidates starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, & geographic location within the state. This role is also eligible to participate in Twilios equity plan & for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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 & local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities & disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at firstname.lastname@example.org.