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Twilio is seeking an experienced Technical Account Manager to serve as the designated technical support engineering contact for strategic customers. You will provide proactive technical guidance during Central hours (9am–6pm CT), working on complex customer cases with potentially significant business impact. The role combines deep technical troubleshooting with customer advocacy, requiring you to bridge technical and non-technical stakeholders while identifying patterns and driving product improvements.
Key responsibilities include:
- Serving as the primary technical point of contact for assigned strategic customers, resolving complex technical issues with high business impact
- Collaborating with customers' developers, architects, and support teams to troubleshoot and resolve problems
- Providing proactive guidance and recommendations to reduce customer downtime and optimize their use of Twilio technologies
- Communicating complex technical issues effectively to both technical and non-technical audiences
- Working with Twilio's Product and Engineering teams via Slack and JIRA to report bugs and provide customer feedback
- Analyzing customer trends and patterns to identify opportunities for process and product improvements
- Managing workload prioritization and situational urgency evaluation under pressure
- Potential voluntary holiday coverage on a stipend basis
The ideal candidate brings strong technical depth, diplomatic communication skills, and a customer-centric mindset. You'll need to remain calm and effective at higher workloads while maintaining attention to detail and process compliance.
Requirements:
- 4+ years of relevant technical support, customer success, or engineering experience
- Strong knowledge of RESTful APIs and cloud solution troubleshooting
- Broad troubleshooting capabilities across server-side languages (Java, Node.js, PHP, C#, Python) and client-side JavaScript (React, Redux)
- Skilled in network troubleshooting (TCP/UDP, SSL/TLS)
- High competency in communicating complex technical concepts to diverse audiences via phone and email
- Experience troubleshooting Twilio helper libraries and customer developer implementations
- Inquisitive mindset and strong problem-solving orientation
- Advanced time management and workflow optimization skills
- Excellence in task prioritization and urgency assessment
- Experience managing dedicated customer accounts
- Demonstrated dedication to customer experience and ability to advocate for customer needs internally
- Enthusiasm for cross-functional collaboration
Desired:
- Understanding of telecommunications, VoIP, WebRTC, and SIP protocols
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
