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Join Twilio as a Technical Account Manager to provide technical support and guidance to strategic customers during Eastern hours.
Posted by employer 3 months ago
First seen on Joblaze 1 month ago
Last verified on the company career page 1 week ago
Skills & Technologies
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Requirements
- Experience
- 4–6 years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Technical Account Manager at Twilio, the individual will provide dedicated technical support to strategic customers, addressing complex issues and ensuring optimal use of Twilio's technologies. Key skills include proficiency in RESTful APIs, server-side coding languages, and troubleshooting network connectivity, alongside strong communication abilities for both technical and non-technical audiences. This position is ideal for someone with 4 to 6 years of relevant experience who thrives in high-pressure environments and is passionate about enhancing customer experiences. Twilio's remote-first culture fosters collaboration and innovation, making it a dynamic place for profession
Joblaze insights
- Listed about a month ago — first seen on Joblaze September 3, 2026. Last confirmed on Twilio's careers page October 21, 2026.
- This exact title is also open at 2 other locations at Twilio: Remote - Colombia, Remote - Colombia.
Quick facts
- Is the Technical Account Manager 3 role remote?
- Yes — Twilio lists this as a fully remote position.
- How much experience is required?
- 4–6 years of relevant experience for this Technical Account Manager 3 role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: APIs, C#, Java, JavaScript, Node.js, PHP.
- What seniority level is this role?
- Twilio targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Technical Account Manager 3 role at Twilio.
From the original posting
Who we are
See yourself at Twilio
Join the team as Twilio’s next Technical Account Manager
About the job
Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers. As a designated TAM you will be supporting customers during Eastern hours (9am to 6pm Eastern) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.
Responsibilities
In this role, you’ll:
- Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.
*Required:
- 4 to 6+ years of relevant experience
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
- Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
- Have an inquisitive mind to understand how things work
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
- Excellence in task prioritization and evaluation of situational urgency.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
- Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
- Experience in managing dedicated customer accounts.
Desired:
- Understanding of Telecoms and VOIP including WebRTC and SIP
Location
This role will be remote and based in Colombia, providing support during 9am to 6pm Eastern Time
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.Standard company text repeated across Twilio's postings is omitted here.