Staff Technical Account Manager (APIs)

Location: Remote, USA; support coverage is required 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 technology that enables businesses and developers to create personalized customer experiences.

What you will do

• Serve as the designated technical support engineering contact for strategic customers.
• Resolve complex issues involving RESTful APIs, cloud solutions, applications, networks, and Twilio helper libraries.
• Provide proactive technical guidance and recommendations to reduce business-impacting downtime.
• Collaborate with customer developers, architects, partners, Product, and Engineering teams.
• Document reproducible bugs through JIRAs and communicate customer feedback to internal teams.
• Analyze customer trends and support patterns to improve troubleshooting workflows and support processes.

Requirements

• 6 to 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.js, PHP, C#, and Python, as well as client-side JavaScript, React, and Redux.
• Experience troubleshooting network connectivity issues, with knowledge of TCP/UDP and basic SSL/TLS.
• Excellent communication skills for explaining complex technical issues to technical and non-technical audiences.
• Ability to work remotely from the USA during Eastern Time business hours.

Nice to have

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

Culture & Benefits

• Remote-first work environment with occasional in-person team gatherings, off-sites, or customer meetings.
• Competitive pay and generous paid time off.
• Healthcare insurance, retirement savings through a 401(k), paid sick and personal time off, and paid parental leave.
• Potential holiday support coverage on a stipend basis.
• Opportunities to contribute to community volunteering and donation initiatives.

Hiring process

• Applications are intended to be accepted until September 28, subject to business needs.
• Twilio uses AI to support hiring efficiency, while final hiring decisions are made by employees.
• A formal interview process is required.