Remote Technical Account Manager — Cloud/API Support

Twilio Inc.; United States; Remote; USD 95,000 - 130,000; Full time

Job summary

Twilio is seeking an experienced Technical Account Manager to be the designated technical support engineering contact for our strategic customers. You will support customers during Eastern hours (9am–6pm) and work on complex issues with potentially high impact, delivering proactive guidance to improve environments with Twilio technologies.

You will collaborate with customers' developers, architects, and support personnel; report bugs to Product/Engineering and help drive improvements through

Qualifications

• 4 to 6+ years of relevant experience.
• Good knowledge of RESTful technology, APIs, and cloud solutions.

Responsibilities

• Address customer issues with strong technical and diplomatic skills.
• Collaborate with customers', partners' developers, architects, and support personnel to resolve complex problems.
• Report reproducible bugs via JIRA and Slack to Product/Engineering teams.
• Analyze customer trends and feedback to drive support process improvements.

Skills

RESTful APIs

APIs troubleshooting

Java

Node.js

React/Redux

TCP/UDP, SSL/TLS basics

Technical communication

Time management under pressure

Customer account management

Tools

REST

Job description

Twilio is seeking an experienced Technical Account Manager to be the designated technical support engineering contact for our strategic customers. You will support customers during Eastern hours (9am–6pm) and work on complex issues with potentially high impact, delivering proactive guidance to improve environments with Twilio technologies.

You will collaborate with customers' developers, architects, and support personnel; report bugs to Product/Engineering and help drive improvements through