Technical Account Manager 3
Provides dedicated technical support and proactive guidance to strategic customers, troubleshooting APIs, cloud solutions, code, and networks while coordinating with product and engineering teams. Requires 4–6+ years of relevant experience and strong customer communication skills.
About the job
Responsibilities
- Serve as the designated technical support engineering contact for strategic customers.
- Support customers during Pacific hours and resolve complex technical problems with potentially costly, far-reaching consequences.
- Provide proactive technical guidance and recommendations to reduce the risk of business-impacting downtime.
- Use technical and diplomatic skills to address customer issues and provide feedback to 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 teams through Slack; file JIRA tickets for reproducible bugs.
- Understand customer trends, analyze patterns, drive improvements, and report observations to management to improve support processes.
- Occasionally travel for project or team meetings.
Requirements
- 4–6+ years of relevant experience.
- Strong knowledge of RESTful technologies and experience with APIs and cloud-solution troubleshooting.
- Ability to troubleshoot server-side code, including Java, Node.js, PHP, C#, and Python, plus client-side JavaScript.
- Understanding of React and Redux.
- Development experience in a scripting language such as Node.js, JavaScript, or Python.
- Experience troubleshooting network connectivity issues and understanding TCP/UDP and SSL/TLS fundamentals.
- Ability to communicate complex technical issues to technical and non-technical audiences by phone or email.
- Experience troubleshooting Twilio helper libraries with customer developers.
- Strong time management, prioritization, and workflow-development skills.
- Ability to evaluate situational urgency and work effectively under pressure.
- Interest in using customer feedback to drive product improvements.
- Ability to collaborate across departments and maintain a strong customer focus.
- Experience managing dedicated customer accounts.
Nice to Have
- Understanding of telecommunications and VoIP, including WebRTC and SIP.
Compensation and Benefits
- Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings, and other benefits. Offerings vary by location.
- Potential holiday coverage on a stipend basis.
Skills
REST APIs, APIs, Cloud Solutions, Java, Node.js, PHP, C#, Python, JavaScript, React, Redux, Tcp/Udp, Ssl/Tls, Webrtc, Sip
Similar jobs
Support Engineering jobs
PlanetScale
Remote
Supports developers and businesses using PlanetScale by troubleshooting production application and database issues, improving documentation, and translating recurring customer pain into product and process improvements. Requires SQL knowledge, programming experience, and strong technical communication.
CommandLink
ArgentinaSupports and delivers managed network services for business customers, troubleshooting SD-WAN, circuits, VoIP, VPNs, routers, and firewalls. Requires 3–5 years of networking experience, strong routing and firewall knowledge, and preferably CCNA or CCNP certification.
ConductorOne
Remote
Provides hands-on technical support for a SaaS identity and security platform, troubleshooting integrations, APIs, containers, and hybrid deployments while guiding customers and collaborating cross-functionally. Requires 3+ years in technical support, solutions engineering, or DevOps.
Cursor
Remote
Software Engineer building AI-powered customer feedback systems, bug triage pipelines, dashboards, and internal tooling for a flat, fast-moving team.
Twilio
IndiaProvides technical support for Twilio customers using email infrastructure, APIs, SDKs, and cloud solutions. The role requires 3+ years of experience, strong networking and email-protocol knowledge, excellent communication, and flexibility for EMEA customer shifts.