Staff, Technical Account Manager

Twilio
United States
Workplace: RemoteFull timeUSD 116,960 - 146,200 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 6+ yearsSkills: ["Communication","Prioritization","Problem-solving","Time management","Customer focus"]

Serve as the designated technical support contact for Twilio’s strategic customers, resolving complex, high-impact issues during Eastern hours (9am–6pm ET). Provide proactive technical guidance and recommendations to reduce downtime and add value using Twilio technologies. Collaborate with customer developers and with Twilio Product and Engineering teams via Slack and JIRA, while analyzing customer trends and improving the support process.

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FursaFursa
Twilio
Twilio
2 days ago

Staff, Technical Account Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as the designated technical support contact for Twilio’s strategic customers, resolving complex, high-impact issues during Eastern hours (9am–6pm ET). Provide proactive technical guidance and recommendations to reduce downtime and add value using Twilio technologies. Collaborate with customer developers and with Twilio Product and Engineering teams via Slack and JIRA, while analyzing customer trends and improving the support process.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Address customer issues using strong technical and diplomatic skills, and provide customer feedback to Twilio Product and Engineering teams.
  • •Work with customers’ developers, architects, and support personnel to resolve complex technical problems with potentially costly, far-reaching consequences.
  • •Collaborate with teammates and Product/Engineering teams via Slack and file JIRAs to report reproducible bugs.
  • •Understand customer trends, analyze patterns, drive support process improvements, and report observations to management.
  • •Provide proactive guidance and recommendations to make customers’ environments less susceptible to business-impacting downtime using Twilio technologies.
Travel: Low travel

Pay and Benefits

Salary: USD 116,960 - 146,200 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid SickPaid PersonalPaid Parental

Key Requirements

  • •6 to 10+ years of relevant experience.
  • •Strong knowledge of RESTful technologies and experience working with APIs, including the ability to troubleshoot cloud solutions.
  • •Broad troubleshooting skills across server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript with React and Redux.
  • •Ability to troubleshoot network connectivity issues, including TCP/UDP and the basics of SSL/TLS.
  • •Proven ability to communicate complex technical issues to technical and non-technical audiences via phone or email, and to manage dedicated customer accounts.
Experience:6+ years
Skills:CommunicationPrioritizationProblem-solvingTime managementCustomer focus
Languages:English
Tech Stack:RESTAPIsJavaNode.jsPHPC#PythonJavaScriptReactReduxReact and ReduxTCP/UDPSSL/TLSSlackJIRA

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn