Join the team as Twilio’s next Technical Account Manager (Chinese speaking)

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

Twilio is looking for an experienced Technical Account Manager who is going 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 urgency.

Responsibilities

In this role, you’ll:

• Use your strong 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.
• 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 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and 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!

Required:

For any 'required' qualifications, please remember that you can only interview candidates who meet ALL of the required qualifications.  If your list of required qualifications changes during the interview process, you MUST update the JD to reflect the new 'required' qualification(s).  (Eg., if you say that 7 years of relevant experience is required for your role, you cannot interview someone with less than 7 years of experience. Before interviewing someone with less than 7 years of experience, the JD must be updated and reposted to reflect the new requirement.)

• 3 to 5+ years of relevant experience as part of a support or operations team in a software or SaaS company.
• Knowledge of web services, JavaScript (Node.js), React.JS, XML Python, Ruby, PHP, Java, C#, Swift, API and implementations using SDKs. 
• Broad capabilities to troubleshoot and debug server-side code and client-side code  (JavaScript, Android, iOS). 
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• Exceptional time management skills, emotional intelligence, interpersonal communication and ability to prioritize tasks while evaluating situational urgency. 
• Demonstrated history of driving complex product issue resolutions including escalation management, internal and external strategy planning through to solution delivery.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
• Interest in utilizing customer feedback to identify and drive improvements in our products.
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Proficiency in Chinese language (both oral and written) in  order to support many of our Personalized Support customers from Hong Kong and China region.

Desired:

• Experience building and maintaining interactive dashboards using technologies such as Amazon Quick Sight, AWS Data Pipeline, Looker, Snowflake, Salesforce or others. 
• Demonstrated ability to develop workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Experience working with Looker, AWS Cloud Analytics, Tableau, Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools.

Location

This role will be remote, and based in Singapore.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio 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 Twilio 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.

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 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, 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 and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.