Remote Technical Account Manager - Enterprise Solutions

Twilio; Northern (KY); Hybrid; USD 117,000 - 146,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

Twilio is seeking an experienced Technical Account Manager to serve as the designated technical support contact for strategic customers. The TAM will support customers during Eastern hours (9am–6pm ET) and collaborate with Product and Engineering to resolve complex issues with potentially costly outcomes.

You will guide customers on using Twilio technologies and propose improvements to reduce downtime. This remote-first role may require in-person attendance for team gatherings or customer

Qualifications

• 6 to 10+ years of relevant experience.
• Good knowledge of RESTful technology, APIs, and cloud solutions.
• Skilled in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS).
• Strong ability to communicate complex technical issues to technical and non-technical audiences.
• Comfortable working with customers’ developers to troubleshoot with Twilio helper libraries.
• Inquisitive mind to understand how things work.
• Excellent time management and ability to work under pressure.
• Strong prioritization and urgency evaluation skills.
• Interest in using customer feedback to drive product improvements.

Responsibilities

• Use your technical and diplomatic skills to address customer issues and provide feedback to Twilio’s Product and Engineering teams.
• Work with customers' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.
• Collaborate with teammates and Twilio Product/Engineering via Slack and file JIRAs to report reproducible bugs.
• Analyze customer trends, drive improvements, and report observations to management to improve the support process.

Skills

REST APIs

Network troubleshooting

Communication

Telecoms/VoIP

Account management

Time management

Twilio APIs

Cross-functional

Problem solving

Tools

JIRA

Slack

Job description

Twilio is seeking an experienced Technical Account Manager to serve as the designated technical support contact for strategic customers. The TAM will support customers during Eastern hours (9am–6pm ET) and collaborate with Product and Engineering to resolve complex issues with potentially costly outcomes.

You will guide customers on using Twilio technologies and propose improvements to reduce downtime. This remote-first role may require in-person attendance for team gatherings or customer