Twilio9 дней назад
Technical Account Manager 3
Зарплата не указана
Remote - Colombia
Обязанности
- 01Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
- 02Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
- 03Collaborate with teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
- 04Understanding customer trends, analyzing patterns, driving betterments and reporting observations to the management team to improve support processes
- 05Deliver proactive guidance to customers to provide added value through the use of Twilio technologies and deliver recommendations to make customer’s environment less susceptible to business impacting downtime
Требования
- 014 to 6+ years of relevant experience
- 02Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions
- 03Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux
- 04Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- 05High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
- 06Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries
- 07Have an inquisitive mind to understand how things work
- 08Advanced 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
- 09Excellence in task prioritization and evaluation of situational urgency
- 10Interest in utilizing customer feedback to identify and drive improvements in our products
- 11Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
- 12Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
- 13Experience in managing dedicated customer accounts
- 14Understanding of Telecoms and VOIP including WebRTC and SIP
Условия
- 01Remote work based in Colombia
- 02Support during Eastern hours (9am to 6pm Eastern)
- 03Potential need to volunteer for holiday coverage on a stipend basis
- 04Occasional travel to participate in project or team in-person meetings
- 05Competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program