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Twilio is seeking an experienced Technical Account Manager to serve as the primary technical support engineering contact for strategic customers. This role requires deep technical expertise combined with strong communication skills to resolve complex, high-impact customer issues during Eastern business hours (9am–6pm ET).
You will work directly with customers' developers, architects, and support teams to troubleshoot and resolve intricate technical problems with potentially significant business consequences. The role emphasizes both tactical problem-solving and strategic thinking—you'll dig deep into specific issues while also identifying broader patterns and trends to improve Twilio's products and support processes.
Key responsibilities include: diagnosing and resolving complex technical issues across Twilio's platform; providing proactive guidance and recommendations to reduce customer downtime; communicating technical findings to both technical and non-technical stakeholders; collaborating with Twilio's Product and Engineering teams to report bugs and drive improvements; and analyzing customer trends to inform process enhancements.
Required qualifications: 6–10+ years of relevant technical support or engineering experience; strong knowledge of RESTful APIs, cloud solutions, and troubleshooting methodologies; proficiency troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript/React; networking fundamentals (TCP/UDP, SSL/TLS); excellent written and verbal communication; ability to work under pressure with strong prioritization skills; and genuine curiosity about how systems work. You should be comfortable with Twilio's helper libraries and eager to bridge customer feedback with product improvements.
Twilio is remote-first but may request occasional in-person attendance for team gatherings, off-sites, or customer meetings. Holiday coverage on a stipend basis may be required.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
