Staff Technical Account Manager (Telecom)

TL;DR

Staff Technical Account Manager (Telecom): Serving as the primary technical contact for strategic enterprise customers in EMEA with an accent on resolving complex technical issues and providing proactive guidance. Focus on managing dedicated accounts, troubleshooting cloud-based communication solutions, and driving product improvements through customer feedback.

Location: Must be based in Spain or Ireland

Company

Twilio is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences.

What you will do

• Act as the consistent technical point of contact for a portfolio of strategic enterprise accounts.
• Resolve complex technical issues and coordinate escalations for high-impact customer problems.
• Provide proactive guidance to optimize customer environments and prevent downtime.
• Collaborate with product teams to improve customer satisfaction and debugging strategies.
• Prepare and execute quarterly business reviews to ensure maximum value from Twilio products.
• Document implementation details and share standard methodologies internally.

Requirements

• 8+ years of experience in Technical Support, Customer Success, or equivalent engineering roles.
• Fluent in French and English (written and verbal).
• Deep understanding of the telecommunications industry.
• Experience managing large enterprise customer accounts.
• Strong knowledge of RESTful APIs, cloud solutions, and network troubleshooting (TCP/UDP, SSL/TLS).
• Must be based in Spain or Ireland.

Nice to have

• WebRTC experience.
• Development experience with server-side (Java, Node.js, PHP, C#, Python) or client-side (JavaScript, React, Redux) technologies.

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off, parental, and wellness leave.
• Retirement savings programs.
• Remote-first work culture with a focus on global inclusion.
• Opportunities for occasional travel for team and customer relationship building.