Senior Technical Account Manager - Remote

Twilio; United States; Remote; USD 117,000 - 172,000; Full time

Benefits offered by this job

Equity plan

Health insurance

401(k) retirement plan

Paid sick time

Paid personal time off

Paid parental leave

Job summary

Twilio is seeking an experienced Technical Account Manager (Staff TAM) 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 potentially costly consequences.

The role emphasizes deep problem solving while maintaining calm under high workloads. You will guide customers in leveraging Twilio technologies, deliver proactive recommendations, and work with cross-functional teams to improve

Qualifications

• 6 to 10+ years of relevant experience.
• Good knowledge of RESTful technology, APIs, cloud solutions.
• Troubleshoot server-side and client-side code.
• Ability to communicate complex technical issues to technical and non-technical audiences.

Responsibilities

• Address customer issues and provide feedback to Product/Engineering teams.
• Collaborate with customers' developers, architects, and support personnel to resolve complex problems.
• Triage and report reproducible bugs via JIRA; coordinate with Product/Engineering.
• Analyze customer trends and drive improvements in support processes.

Skills

RESTful APIs

Cloud troubleshooting

Backend: Java/Node.js/PHP/C#/Python

Frontend: React/Redux

Network troubleshooting

Clear communication

Time management

Prioritization

Customer collaboration

Tools

JIRA

Slack

Job description

Twilio is seeking an experienced Technical Account Manager (Staff TAM) 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 potentially costly consequences.

The role emphasizes deep problem solving while maintaining calm under high workloads. You will guide customers in leveraging Twilio technologies, deliver proactive recommendations, and work with cross-functional teams to improve