# Technical Account Manager 3

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 4+ years
**Skills:** REST APIs, Java, Node.js, PHP, C#, Python, JavaScript, React, Redux, Tcp/Udp, Ssl/Tls, Webrtc, Sip, Jira, Cloud Computing
**Posted:** 2026-09-10

> Provides technical support and proactive guidance to strategic customers, resolving complex API, cloud, code, and networking issues. Requires 4–6+ years of relevant experience, strong communication and troubleshooting skills, and experience managing dedicated customer accounts.

## Job Description

## Responsibilities
- Serve as the designated technical support engineering contact for strategic customers.
- Support customers during Eastern Time hours, from 9:00 a.m. to 6:00 p.m.
- Resolve complex technical problems with potentially costly and far-reaching consequences.
- Provide proactive guidance on Twilio technologies and recommend ways to reduce business-impacting downtime.
- Address customer issues and provide feedback to Product and Engineering teams.
- Collaborate with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
- Collaborate with Twilio teams via Slack and file JIRAs for reproducible bugs.
- Analyze customer trends and patterns, drive improvements, and report observations to management to improve support processes.
- Potentially volunteer for holiday coverage on a stipend basis.
- Travel occasionally for project or team meetings.

## Requirements
- 4 to 6+ years of relevant experience.
- Knowledge of RESTful technologies and experience working with APIs and troubleshooting cloud solutions.
- Ability to troubleshoot server-side code in Java, Node.js, PHP, C#, and Python, as well as client-side JavaScript.
- Understanding of React and Redux.
- Experience troubleshooting network connectivity issues, including 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 customers’ developers.
- Strong curiosity and an inquisitive approach to understanding how systems work.
- Advanced time-management skills and the ability to work effectively under pressure.
- Ability to develop workflows that improve troubleshooting efficiency while following standard processes and procedures.
- Excellent task prioritization and situational-urgency evaluation skills.
- Interest in using customer feedback to drive product improvements.
- Ability to collaborate with multiple Twilio departments to find customer solutions.
- Customer-focused approach and dedication to the customer experience.
- 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 benefits.
- Retirement savings program.
- Additional benefits that vary by location.

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