• Advise on technical support and product adoption for customers in line with pre-sales, post-sales and the renewal processes • Analyze customer’s IT Operations environment on a regular basis and provide recommendations that will maximize Datadog’s value. • Be the customer’s advocate by knowing their goals and use cases then suggesting process changes, product adoption, configuration and additional features to meet their requirements • Participate and prepare for Monthly and Quarterly Business Reviews with customers • Collaborate with Datadog’s product management, engineering and technical services teams to help identify new features and products • Continuously evolve best practice to technical product adoption and customer success

• Provide product and technical support for assigned accounts • Identify and develop potential new business opportunities • Convey customer requirements to Product Management, Marketing, and Engineering teams • Provide functional and technical support to customers • Respond to customer questions on technical and business related issues • Deliver high-level and detailed sales presentations • Responsible for attending conferences and seminars

• Must be willing to reside within one hour of Pinellas County Sheriff’s Office HQ • Achieve mastery of all Axon technologies and products • Use exceptional written and oral communication skills to effectively lead business and technical presentations, demonstrations, and conversations with VP-level and senior stakeholder audiences within your account • Use leadership skills to independently prioritize and execute project tasks in a methodical and disciplined manner • Manage customer expectations, keeping customers satisfied while ensuring expectations remain realistic • Provide tier-2 technical support • Provide limited redaction support, primarily in the form of technical guidance, training, and troubleshooting • Remain organized and focused on removing sales obstacles through creativity and adaptation to rapidly changing circumstances • Develop relationships with key partners to support growth within the customer account • Where possible, improve or develop technical documentation to ease understanding and usage of Axon products and services • Communicate customer feedback across multiple teams and divisions within Axon to drive product development and continuous improvement • Maintain customer confidence, especially in high-pressure situations • Maintain and develop relationships with other vendors within the agency to coordinate product installations, upgrades, and problem resolution when necessary • Report, as needed, to various agency locations to ensure project timelines and objectives are being met • Support customer deployment activities, implementation planning, product adoption, and operational readiness • Deliver customer training related to relevant Axon products, workflows, and integrations • Serve as a trusted advisor within a public safety, corrections, or government environment, helping the customer maximize operational value from their Axon investment

Role Description This position is needed 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. 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 valuable contributions 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 - Be enthusiastic for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need. - Collaborate with customers’ developers to troubleshoot use of the Twilio helper libraries. - Possess strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. - Partner with our customers' and their developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences. - Work collaboratively 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 - 4+ years of proven experience. - Twilio Messaging and or Voice 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. - Enthusiasm for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need. Requirements - Development experience in Javascript, VOIP / SIP Applications, WebRTC. - Twilio Messaging certification. - Twilio Voice Certification. - Twilio Email Certification. Location This role will be remote, and based in Colombia. 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. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - Retirement savings program. - And much more. Offerings vary by location.