Technical Account Manager

Role overview

Join Twilio as a Technical Account Manager (TAM) supporting customers during US Central hours. You’ll help resolve complex technical issues, deliver proactive guidance, and partner with customers’ developers as well as Twilio’s Product and Engineering teams to improve products and support processes.

Key missions

• Support during US Central hours: resolve complex technical problems and address customer issues.
• Proactive customer guidance: recommend how customers can get additional value using Twilio technologies.
• Cross-functional collaboration: work with customers’ developers/partners on complex problems; report bugs and insights to Twilio Product and Engineering.
• Trend analysis & support improvements: analyze customer trends and help drive improvements to the support process.

Responsibilities

• Troubleshoot issues across server-side and client-side code.
• Communicate complex technical topics to both technical and non-technical audiences (phone/email).
• Use customer feedback to identify product/support improvements.
• Manage priorities and maintain effectiveness under high workload.

Requirements

• Interest in digging deep technically while also zooming out to see the bigger picture.
• Calm and effective under higher workloads; strong prioritization and urgency evaluation.
• Inquisitive mindset and ability to “stand in the customer’s shoes.”
• Advanced time management and workflow development to improve troubleshooting efficiency while following standard processes.
• 4 to 6+ years of relevant experience.
• Strong ability to troubleshoot:
  • Server-side code: Java, Node.js, PHP, C#, Python
  • Client-side JavaScript, with understanding of React and Redux
• Comfortable troubleshooting with Twilio helper libraries and working with customers’ developers.
• Knowledge of RESTful technologies, APIs, and understanding/troubleshooting cloud solutions.
• Strong network troubleshooting skills, including TCP/UDP and fundamentals of SSL/TLS.
• Experience managing dedicated customer accounts.
• Ability to collaborate across Twilio departments to find solutions customers need.

Nice-to-haves / domain expertise

• Knowledge of telecoms and VoIP, including WebRTC and SIP.

Location / schedule

• Full remote role; supports US Central hours.