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Staff, Technical Account Manager

Twilio· Customer Support
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Hybrid (Remote - US)$117k - $146.2kfull-timePosted 1mo ago

About the role

Technical Account Manager for strategic customers, supporting during Eastern hours (9am–6pm ET) with proactive guidance and issue resolution to minimize downtime and business impact.

Responsibilities

  • Use strong technical and diplomatic skills to address customer issues and provide feedback to Product and Engineering teams.
  • Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly consequences.
  • Collaborate with teammates and Product/Engineering teams via Slack and file JIRAs to report reproducible bugs.
  • Understand customer trends, analyze patterns, drive improvements, and report observations to management to improve support processes.

Qualifications

  • 6 to 10+ years of relevant experience
  • Good knowledge of RESTful technology, APIs, and troubleshooting cloud solutions
  • Broad troubleshooting capabilities for server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript (React and Redux)
  • Skilled in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS basics)
  • High competency in communicating complex technical issues to technical and non-technical audiences via phone or email
  • Comfortable working with customers’ developers to troubleshoot Twilio helper libraries
  • Inquisitive mindset to understand how things work
  • Advanced time management, ability to work under pressure, efficient troubleshooting workflows
  • Excellence in task prioritization and urgency evaluation
  • Interest in using customer feedback to drive product improvements
  • Enthusiasm for collaborating with other departments to find customer solutions
  • Ability to stand in the customer’s shoes and dedication to customer experience
  • Experience in managing dedicated customer accounts

Skills

Required:REST APIsServer-side programmingClient-side developmentNetworkingCommunication

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
Last updated Sep 10, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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