Technical Account Manager

Twilio

Technical Account Manager role at Twilio handling complex technical issues for strategic customers. Providing support during US Central hours and collaborating with product and engineering teams.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues related to Twilio technologies, APIs, and cloud solutions while effectively communicating with both technical and non-technical audiences. Proficient in managing customer accounts and enhancing the customer experience through proactive support and collaboration.

Highest-signal resume keywords

Technical Support EngineeringRESTful TechnologyServer-Side Code TroubleshootingNetwork Connectivity TroubleshootingTelecoms and VOIP Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

JavaNode.jsPHPC#PythonJavaScriptReactReduxTCP/UDPSSL/TLS

Soft Skills

CommunicationTime ManagementTask PrioritizationCustomer DedicationCollaboration

Tools & Technologies

Twilio Helper LibrariesCloud SolutionsWebRTCSIP

Industry Keywords

Technical SupportCustomer ExperienceTroubleshootingProactive GuidanceCustomer Feedback

Tech Stack

Tools & technologies

CloudJavaJavaScriptNode.jsPHPPythonReactReduxVoIP

About the role

Key responsibilities & impact

Be the designated technical support engineering contact for our strategic customers.
Support customers during US Central hours (8am to 6pm) and working on the cases created by them.
Resolve complex technical problems with potentially very costly and far-reaching consequences.
Deliver proactive guidance to the customer to provide added value through the use of Twilio technologies.
Volunteer for holiday coverage on a stipend basis.

Requirements

What you’ll need

4 to 6+ years of relevant experience
Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux
Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
Have an inquisitive mind to understand how things work
Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
Excellence in task prioritization and evaluation of situational urgency.
Interest in utilizing customer feedback to identify and drive improvements in our products.
Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
Experience in managing dedicated customer accounts.
Understanding of Telecoms and VOIP including WebRTC and SIP

Benefits

Comp & perks

competitive pay
generous time off
ample parental and wellness leave
healthcare
retirement savings program
more benefits based on location