Staff Technical Account Manager (Cloud APIs)

Location: Remote - US; not eligible for hiring in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington. Eastern Time coverage from 9am to 6pm ET is required; occasional travel for project or team meetings may be required.

Estimated annual pay: $116,960–$146,200 for Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, and Washington, D.C.; $123,760–$154,700 for New York, New Jersey, Washington State, and California outside the San Francisco Bay Area; $137,520–$171,900 for the San Francisco Bay Area.

Company

Twilio provides communications solutions used by 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 customer and partner issues involving APIs, cloud solutions, server-side and client-side code, networks, and Twilio helper libraries.
• Provide proactive technical guidance and recommendations to reduce business-impacting downtime.
• Communicate customer feedback to Product and Engineering teams, including reproducible bugs through JIRAs.
• Analyze customer trends and support patterns, report findings to management, and improve troubleshooting workflows and support processes.

Requirements

• 6–10+ years of relevant experience, including experience managing dedicated customer accounts.
• Good knowledge of RESTful technology and APIs, with the ability to understand and troubleshoot cloud solutions.
• Broad troubleshooting capability across Java, Node.js, PHP, C#, Python, client-side JavaScript, React, and Redux.
• Experience troubleshooting network connectivity issues and understanding TCP/UDP and the basics of SSL/TLS.
• Ability to communicate complex technical issues to technical and non-technical audiences by phone or email.
• Comfort working with customer developers to troubleshoot Twilio helper libraries.
• Inquisitive approach to understanding how systems work, with advanced time management and prioritization skills.
• Ability to work effectively under pressure, evaluate situational urgency, and develop efficient workflows while following standard processes.
• Customer-focused mindset, interest in using feedback to improve products, and enthusiasm for cross-functional collaboration.

Nice to have

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

Culture & Benefits

• Remote-first work with possible ad-hoc in-person team gatherings, functional off-sites, or customer meetings.
• Competitive pay, healthcare, retirement savings program, paid sick time, paid personal time off, parental leave, and wellness leave; offerings vary by location.
• Potential eligibility for equity and a corporate bonus plan.
• Occasional holiday coverage may be available on a stipend basis.
• Twilio promotes connection, global inclusion, volunteering, and community support.

Hiring process

• Applications are intended to be accepted until November 20, subject to change based on business needs.
• Twilio uses AI to support hiring efficiency, while hiring decisions are made by employees; formal interviews are required.