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Technical Account Manager (italian speaker)

Twilio

Full-time
Ireland, Estonia, Poland, Spain, UK
account manager
tech support
cloud
customer feedback
Apply for this position

See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager.

About the job

This position is needed to support Personalized customers in EMEA. Twilio is growing rapidly and seeking a a Technical Account Manager (italian speaker) 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.

Responsibilities

In this role, you’ll:

  • Use your technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

  • Work with our customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

  • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

  • Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process.

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 relevant experience

  • Fluent in Italian and English

  • 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.

  • Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need.  

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 one of the following locations: Poland, Estonia, UK, Ireland, Spain.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. 

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.

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About the job

Full-time
Ireland, Estonia, Poland, Spain, UK
Posted 6 days ago
account manager
tech support
cloud
customer feedback

Apply for this position

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Technical Account Manager (italian speaker)

Twilio

See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager.

About the job

This position is needed to support Personalized customers in EMEA. Twilio is growing rapidly and seeking a a Technical Account Manager (italian speaker) 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.

Responsibilities

In this role, you’ll:

  • Use your technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

  • Work with our customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

  • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

  • Understand customer trends, analyze patterns, drive betterments and report what you observe to the management team in order to better improve our support process.

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 relevant experience

  • Fluent in Italian and English

  • 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.

  • Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need.  

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 one of the following locations: Poland, Estonia, UK, Ireland, Spain.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. 

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.

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