Remote Technical Account Manager – ET Hours

Twilio Inc.; San Francisco (CA); Remote; USD 117,000 - 146,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Parental leave

Wellness leave

Healthcare

Retirement plan

Job summary

Twilio is seeking an experienced Technical Account Manager to serve as the designated technical contact for strategic customers. You will support customers during Eastern hours (9am–6pm ET) and resolve complex issues with potential high impact, while providing proactive guidance to maximize Twilio technology adoption.

You will collaborate with customers' developers and internal teams to drive improvements, prioritize work, and ensure a smooth customer experience.

Qualifications

• 6 to 10+ years of relevant experience.
• Good knowledge of RESTful technology, APIs and cloud solutions troubleshooting.
• Broad ability to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with React/Redux understanding.
• Troubleshoot network connectivity (TCP/UDP) and SSL/TLS basics.
• Strong communication of complex technical issues to technical and non-technical audiences by phone or email.
• Collaborate with developers to troubleshoot Twilio helper libraries.
• Inquisitive mindset to understand how things work.
• Excellent time management and ability to work under pressure; scalable troubleshooting workflows.

Responsibilities

• Use technical and diplomatic skills to address customer issues and feed product/engineering feedback.
• Work with customers' developers, architects, and support to resolve complex problems with high impact.
• Collaborate with Twilio Product and Engineering teams via Slack and file JIRAs for bugs.
• Analyze customer trends and observations to drive improvements in the support process.

Skills

RESTful APIs

APIs

Java

Node.js

PHP

C#

Python

JavaScript

React

Redux

TCP/UDP

SSL/TLS

Communication

Time management

Prioritization

Tools

Java

Node.js

PHP

C#

Python

React

Redux

Job description

Twilio is seeking an experienced Technical Account Manager to serve as the designated technical contact for strategic customers. You will support customers during Eastern hours (9am–6pm ET) and resolve complex issues with potential high impact, while providing proactive guidance to maximize Twilio technology adoption.

You will collaborate with customers' developers and internal teams to drive improvements, prioritize work, and ensure a smooth customer experience.