Technical Account Manager

1 week ago

Singapore TWILIO SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

See yourself at Twilio

Join the team as our next Japanese Speaking Technical Account Manager.

Who we are

At Twilio, 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, diverse team 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 Twilio is in your hands.

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:
  • 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.
  • 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.
  • Strong bilingual proficiency in English and Japanese (reading, writing, speaking, and listening) to effectively serve our Japan Personalized Support customers while collaborating seamlessly with non-Japanese Twilions across the organization

Desired:

  • Experience building and maintaining interactive dashboards using technologies such as Looker, Snowflake, Kibana, Splunk or others.
  • Demonstrated ability to develop workflows to increase troubleshooting efficiency while still following standard processes and procedures.
  • Experience working with Looker, Tableau, Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools.
Location

This role will be remote, based in Singapore.

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

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.

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

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. 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.

Tell employers what skills you have

Twilio
Confluence
Troubleshooting
Customer Experience
TAM
Architects
JavaScript
Ruby
JIRA
Writing
SaaS
Java
C#
Japanese
Airtable
Technical Support

  • Accounts Assistant

    4 weeks ago

    Singapore ACCOUNT-INK PTE. LTD. Full time

    Roles & ResponsibilitiesAbout Us:At Account-Ink Pte Ltd, we specialize in delivering corporate secretarial, accounting, tax, and advisory services to empower businesses in Singapore. Our mission is to help businesses streamline operations, ensure compliance, and drive growth through innovative solutions.We believe in fostering a collaborative and dynamic...

  • Technical Account Manager

    3 weeks ago

    Singapore THALES DIS (SINGAPORE) PTE. LTD. Full time

    Roles & ResponsibilitiesResponsibilities:· Champion the management and deployment of Imperva's DSF and DAM on-premises security product solutions for designated accounts, ensuring alignment with customer needs.· Serve as the primary technical expert for assigned customers, addressing inquiries and facilitating effective communication throughout the...

  • Technical Superintendent

    7 hours ago

    Singapore RAFFLES TECHNICAL SERVICES PTE. LTD. Full time

    Roles & ResponsibilitiesResponsibilities:Monitors and communicate and fleet reporting system where required the assigned vessels daily vessel performance in safety, technical and operations. Monitor in coordination with the Master and Chief Engineer Officers that the vessel conforms to port state and flag state requirements. Monitor and maintain the...

  • Technical Account Manager

    3 weeks ago

    Singapore SKYLINE COMMUNICATIONS APAC PTE. LTD. Full time

    Roles & ResponsibilitiesWe're looking for a Technical Account ManagerAs a Technical Account Manager, you are responsible for the technical implementation of all projects assigned to you. You are the primary contact for the user on all technical matters, and you function as an intermediary between the user and the different departments within Skyline.LET'S...

  • Technical Account Manager

    6 days ago

    Singapore Bloomberg Full time

    Bloomberg, our products are fueled by powerful information. We combine data and context to paint the whole picture for our clients, around the clock - from around the world. In Data, we're responsible for delivering this data, news, and analytics through innovative technology - quickly and accurately. Our Team: The Content Acquisition (CA) team is an...

  • Technical Account Manager

    7 hours ago

    Singapore AILYTICS PTE. LTD. Full time

    Roles & ResponsibilitiesTechnical Account Manager/Customer Success EngineerHere at Ailytics, we're building AI solutions to envision a safer world. By combining computer vision and predictive analytics, we enable organizations to proactively identify risks, optimize processes, and ultimately save lives. Our platforms are currently deployed all over the...

  • Technical Account Manager

    3 weeks ago

    Singapore SKYLINE COMMUNICATIONS APAC PTE. LTD. Full time

    Roles & ResponsibilitiesWe’re looking for a Technical Account ManagerAs a Technical Account Manager, you are responsible for the technical implementation of all projects assigned to you. You are the primary contact for the user on all technical matters, and you function as an intermediary between the user and the different departments within...

  • Technical Account Manager

    3 weeks ago

    Singapore FACEBOOK SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesEnterprise Support organization's mission is to deliver value for customers in APAC with a focus on GCR, Indonesia, Malaysia & India by providing strategic, personalized, and proactive technical support across Meta product priorities.We strive to deliver service excellence so businesses can thrive on our platforms in an open and...

  • Senior Technical Account Manager

    2 weeks ago

    Singapore CLOUDFLARE, PTE. LTD. Full time

    Roles & ResponsibilitiesAbout the departmentThe Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare, Technical...

  • Technical Account Manager

    5 days ago

    Singapore Nutanix Full time

    Nutanix OverviewNutanix is a leader in cloud infrastructure and has a reputation for innovation and customer satisfaction. As a key member of our team, you will have the opportunity to drive customer success and shape the future of cloud computing.Job DescriptionThe Customer Experience Manager is responsible for building and maintaining strong relationships...

  • Technical Accountant, Treaty

    7 hours ago

    Singapore RANDSTAD PTE. LIMITED Full time

    Roles & Responsibilitiesabout the companyOur client, one of reputable reinsurance companies, with a strong presence globally.about the jobIn this position as a Technical Accountant, you will be working alongside with a strong team and report into the Manager. You will be required to support the administration of reinsurance accounts and contracts, from...

  • Technical Manager

    1 week ago

    Singapore TP-LINK CORPORATION PTE. LTD. Full time

    Roles & ResponsibilitiesJob Responsibilities:Technical support including full range of enterprise products, network technical solution, highlights proposal and etc. To handle clients' inquiries and technical related issues. Collaborate with the team and others to identify, troubleshoot and find resolutions for technical problems. Responsible for new...

  • Technical Manager

    3 weeks ago

    Singapore TP-LINK CORPORATION PTE. LTD. Full time

    Roles & ResponsibilitiesJob Responsibilities:Technical support including full range of enterprise products, network technical solution, highlights proposal and etc. To handle clients' inquiries and technical related issues. Collaborate with the team and others to identify, troubleshoot and find resolutions for technical problems. Responsible for new...

  • it technical manager

    3 weeks ago

    Singapore AISERVE Full time

    Roles & ResponsibilitiesJob Title: IT Technical ManagerCompany: AISERVEAbout UsAISERVE is dedicated to delivering exceptional services to help clients achieve their business goals. We specialize in providing Managed IT Services, Web Services, and Printing Solutions, ensuring that our clients receive comprehensive support that exceeds expectations.MissionTo...

  • IT TECHNICAL MANAGER

    3 weeks ago

    Singapore AISERVE Full time

    Roles & ResponsibilitiesJob Title: IT Technical ManagerCompany: AISERVEAbout UsAISERVE is dedicated to delivering exceptional services to help clients achieve their business goals. We specialize in providing Managed IT Services, Web Services, and Printing Solutions, ensuring that our clients receive comprehensive support that exceeds expectations.MissionTo...

  • Technical Manager

    3 weeks ago

    Singapore WOH HUP ENGINEERING PTE. LTD. Full time

    Roles & ResponsibilitiesJob Description & RequirementsThe Technical Manager is designated as the Design Manager of the LTA MRT project, in charge of design management of the project and managing the consultant and client's expectation to deliver the project within budget.A summary of the responsibilities of this position are, and not limited to, as...

  • Technical Account Manager

    3 weeks ago

    Singapore FACEBOOK SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesEnterprise Support organization’s mission is to deliver value for customers in APAC with a focus on GCR, Indonesia, Malaysia & India by providing strategic, personalized, and proactive technical support across Meta product priorities.We strive to deliver service excellence so businesses can thrive on our platforms in an open and...

  • Technical Manager

    3 weeks ago

    Singapore DIRECT SEARCH ASIA PTE. LTD. Full time

    Roles & ResponsibilitiesRole:Lead Technical Superintendents during emergencies or critical situations, providing guidance, ensuring effective communication, and coordinating the team's response. Oversee the overall technical management of the fleet, including daily maintenance, repairs, budgeting, survey planning, vessel assessments, inspections, and dry...

  • Technical Manager

    3 weeks ago

    Singapore ONE VISA PTE. LTD. Full time

    Roles & ResponsibilitiesDescriptionWe are seeking a Technical Support Manager to join our team. We support nearly 3000 global customers who are reliant on our software solution. This is an opportunity to lead a team of Technical Support Engineer to help resolve customer issues with LogRhythm products. This includes reviews of reports and tickets with direct...

  • Technical Manager

    3 weeks ago

    Singapore ONE VISA PTE. LTD. Full time

    Roles & ResponsibilitiesDescriptionWe are seeking a Technical Support Manager to join our team. We support nearly 3000 global customers who are reliant on our software solution. This is an opportunity to lead a team of Technical Support Engineer to help resolve customer issues with LogRhythm products. This includes reviews of reports and tickets with direct...