Staff Technical Account Manager

Twilio

. Serve as the designated technical support engineering contact for strategic customers .

Posted 11/4/2026full-timeRemote • United StatesLead💰 $116,960 - $171,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in technical support engineering, with a strong ability to troubleshoot complex issues in cloud solutions and server-side code. Proficient in communicating technical concepts to diverse audiences and driving product improvements based on customer feedback.

Highest-signal resume keywords

Technical Support EngineeringRESTful TechnologyServer-Side Code TroubleshootingJavaScript TroubleshootingCustomer Account Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

JavaNode.jsPHPC#PythonReactReduxNetwork Connectivity TroubleshootingTCP/UDPSSL/TLS

Soft Skills

Time ManagementTask PrioritizationCustomer Experience DedicationCalm Under PressureEffective Communication

Tools & Technologies

Twilio TechnologiesSlackJIRA

Industry Keywords

TelecomsVOIPWebRTCSIP

Tech Stack

Tools & technologies

CloudJavaJavaScriptNode.jsPHPPythonReactReduxVoIP

About the role

Key responsibilities & impact

Serve as the designated technical support engineering contact for strategic customers
Support customers during Eastern hours, 9am to 6pm ET
Work on customer-created cases and resolve complex technical problems with costly and far-reaching consequences
Provide proactive customer guidance using Twilio technologies
Recommend ways to make customer environments less susceptible to business-impacting downtime
Remain calm and effective under high workloads
Prioritize tasks and evaluate situational urgency
Address customer issues and provide feedback to Twilio Product and Engineering teams
Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems
Collaborate with teammates and Product and Engineering through Slack
File JIRAs to report reproducible bugs
Understand customer trends and analyze patterns
Drive improvements and report observations to management to improve the support process
Potentially volunteer for holiday coverage on a stipend basis

Requirements

What you’ll need

6 to 10+ years of relevant experience
Good knowledge of RESTful technology
Previous work with APIs
Ability to understand and troubleshoot issues with cloud solutions
Broad capabilities to troubleshoot server-side code: Java, Node.js, PHP, C#, Python
Ability to troubleshoot client-side JavaScript
Good understanding of React and Redux
Skilled in troubleshooting network connectivity issues
Understanding of TCP/UDP and basics of SSL/TLS
High competency communicating complex technical issues to technical and non-technical audiences via phone or email
Comfortable working with customers’ developers to troubleshoot Twilio helper libraries
Inquisitive mind to understand how things work
Advanced time management skills
Ability to work well under pressure
Proficiency developing workflows to increase troubleshooting efficiency while following standard processes and procedures
Excellence in task prioritization and evaluation of situational urgency
Interest in using customer feedback to identify and drive product improvements
Enthusiasm for interacting and collaborating with other Twilio departments
Ability to stand in the customer’s shoes and demonstrated dedication to customer experience
Experience managing dedicated customer accounts
Must be based in the United States, excluding California, Connecticut, New Jersey, New York, Pennsylvania, and Washington
Desired: Understanding of Telecoms and VOIP, including WebRTC and SIP

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program
Potential eligibility for Twilio’s equity plan
Potential eligibility for Twilio’s corporate bonus plan
401(k) retirement account
Paid sick time
Paid personal time off
Paid parental leave
Occasional travel to project or team in-person meetings
Employee volunteering and donation support