Staff, Technical Account Manager (italian speaker)
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 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 vitality.
You’d be joining a team of talented individuals that care deeply about Twilio’s customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place.
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 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.
Staff, Technical Account Manager (italian speaker)
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 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 vitality.
You’d be joining a team of talented individuals that care deeply about Twilio’s customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place.
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 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.