Staff, Technical Account Manager

Who we are

At the company, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to  hundreds of thousands of businesses  and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at the company is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at the company

Join the team as the company’s next Staff, Technical Account Manager.

About the job

This position is needed to be the designated technical support engineering contact for our strategic customers.  As a designated TAM you will be supporting customers during Eastern hours (9am to 6pm ET) and working on the cases created by customers and resolving 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 the company 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. There will also be the potential need to volunteer for holiday coverage on a stipend basis.

Responsibilities

In this role, you’ll

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to the company’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 company Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

• Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications

The company 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 the company. We are always looking for people who will bring something new to the table!

*Required

• 6 to 10+ years of relevant experience

• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.

• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux

• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.

• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums

• Comfortable in working with customers’ developers to troubleshoot use of the company helper libraries.

• Have an inquisitive mind to understand how things work

• 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.

• Excellence in task prioritization and evaluation of situational urgency.

• Interest in utilizing customer feedback to identify and drive improvements in our products.

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

• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.

• Experience in managing dedicated customer accounts.

Desired

• Understanding of Telecoms and VOIP including WebRTC and SIP.

Location

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA

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 the company 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.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : 116,960.00 - 146,200.00.

• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): 123,760.00 - 154,700.00.

• Based in the San Francisco Bay area, California: 137,520.00 - 171,900.00.

• This role may be eligible to participate in the company’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location

Application deadline information

Applications for this role are intended to be accepted until Nov 20th , but may change based on business needs.

The company 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 the company 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.

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Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate the company recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @ the company email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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The company is proud to be an equal opportunity 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 and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, the company participates in the E-Verify program in certain locations, as required by law.