Technical Account Manager
Core
Designated technical support engineering contact for strategic customers, resolving complex technical problems and providing proactive guidance to prevent business-impacting downtime.
Role type
Senior Technical Account Manager (Strategic Accounts)
Builds
Customer success and stability for Twilio's strategic enterprise clients
Domain
Cloud Communications (Messaging, Voice, Video)
Deliverable
client delivery
Required skills
Complex technical troubleshooting, RESTful API knowledge, Cloud solutions architecture, Network connectivity analysis (TCP/UDP, SSL/TLS), Cross-functional collaboration, Strategic account management
Preferred skills
JavaScript development, VOIP/SIP/WebRTC, Twilio Messaging/Voice/Email certifications
Technologies
Twilio Helper Libraries, RESTful APIs, TCP/UDP, SSL/TLS, JIRA, Slack
Responsibilities
Troubleshoot customer use of Twilio helper libraries with developers, Partner with customer architects to solve complex, high-impact technical issues, Collaborate with internal Product and Engineering teams to drive product improvements, Analyze customer trends and report patterns to management, Prioritize and manage situational urgency during high-workload periods, Provide proactive guidance to reduce customer downtime
Seniority
Senior, hands-on IC
