Technical Account Manager

📋 Description

• Serve as the designated technical support contact for strategic customers (Pacific hours 9am-6pm PT).
• Resolve complex technical problems with potentially costly consequences; provide proactive Twilio guidance.
• Collaborate with Product and Engineering via Slack and Jira to report reproducible bugs.
• Analyze customer trends and patterns to drive improvements in support processes.
• Stay calm and effective under high workloads; prioritize urgent issues.
• Volunteer for holiday coverage on a stipend basis.

🎯 Requirements

• 4+ years of relevant experience.
• Excellent knowledge of RESTful APIs and cloud solutions.
• Troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and JS with React/Redux.
• Strong network troubleshooting: TCP/UDP, SSL/TLS basics.
• Excellent communication to technical and non-technical audiences via phone or email.
• Experience managing dedicated customer accounts.

🎁 Benefits

• Generous time off and parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Opportunities to volunteer and donate through Twilio initiatives.