About the Job

Twilio is looking for an experienced Technical Account Manager who will serve as the designated technical support engineering contact for strategic customers. The role supports customers during Central hours (9am to 6pm CT), resolves complex technical problems, delivers proactive guidance, and helps reduce business‑impacting downtime. The TAM must be calm under high workload, prioritize effectively, and may volunteer for holiday coverage on a stipend basis.

Responsibilities

• Use strong technical and diplomatic skills to address customer issues and provide customer feedback to the Product and Engineering teams.
• Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
• Collaborate with teammates and the Product and Engineering teams via Slack and JIRA to report reproducible bugs.
• Analyze customer trends, identify patterns, drive improvements, and report o...