# Technical Account Manager 3

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 4+ years
**Skills:** REST APIs, APIs, Cloud Solutions, Java, Node.js, PHP, C#, Python, JavaScript, React, Redux, Tcp/Udp, Ssl/Tls, Webrtc, Sip
**Posted:** 2026-08-13

> 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.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/21c0e922-f33b-4dab-8051-ddf5960ce07e
**Canonical:** https://hotfix.jobs/jobs/21c0e922-f33b-4dab-8051-ddf5960ce07e