Staff, Technical Account Manager

Location: Remote, USA; support coverage from 9am to 6pm Eastern Time. Occasional travel may be required for customer, project, or team meetings.

Salary: $116,960–$146,200 annually for eligible hires in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, and Washington, D.C. The role is open to candidates outside California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington, D.C., and Washington State.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Serve as the designated technical support engineering contact for strategic customer accounts.
• Resolve complex issues involving APIs, cloud solutions, server-side and client-side code, network connectivity, and Twilio helper libraries.
• Provide proactive technical guidance and recommendations to reduce the risk of business-impacting downtime.
• Collaborate with customer developers, architects, partners, Product, and Engineering teams through Slack and JIRA.
• Analyze customer trends and recurring issues, report findings, and drive improvements to products and support processes.

Requirements

• 6–10+ years of relevant experience and experience managing dedicated customer accounts.
• Strong knowledge of RESTful technology, APIs, and cloud troubleshooting.
• Ability to troubleshoot server-side code in Java, Node, PHP, C#, and Python, as well as client-side JavaScript, React, and Redux.
• Experience troubleshooting network connectivity issues and understanding TCP/UDP and SSL/TLS basics.
• Strong communication, prioritization, time management, and customer-facing problem-solving skills.
• Ability to work remotely from the USA and provide support during Eastern Time business hours.

Nice to have

• Understanding of telecommunications and VoIP, including WebRTC and SIP.

Culture & Benefits

• Remote-first work with occasional in-person team, project, or customer meetings.
• Healthcare insurance, retirement savings through a 401(k), paid sick time, personal time off, and paid parental leave.
• Competitive pay, potential equity and corporate bonus plan eligibility, and wellness leave.
• Optional holiday coverage may be available on a stipend basis.
• Inclusive culture focused on collaboration, initiative, and community impact.

Hiring process

• Applications are expected to be accepted until September 28, subject to business needs.
• Hiring decisions are made by Twilio employees, with artificial intelligence used to support process efficiency.