Technical Account Manager

Summary

Join Twilio as a Technical Account Manager on the Segment product team and support our largest and most strategic customers. This role requires a passionate engineer with customer-facing experience and expertise in Twilio’s Segment or Engage products. You will be the primary point of contact for enterprise accounts, resolving complex technical issues and coordinating escalated problems. The position involves working with various technologies, including APIs, data warehouses, and SQL, and strong communication skills are essential. The role is remote and based in India, with occasional travel required. Twilio offers competitive pay, generous time off, and other benefits.

Requirements

• 5+ years of experience in the Customer Success Engineering role or equivalent
• Proficient in RESTful technologies and APIs, with hands-on experience troubleshooting issues in cloud-based environments
• Ability to debug across server-side languages (e.g., Java, Node.js, PHP, C#, Python)
• Comfortable handling client-side JavaScript, particularly frameworks like React and Redux
• Understand network connectivity concepts (TCP/UDP), and SSL/TLS basics
• Ability to effectively communicate technical concepts and identify patterns in customer experience
• Solid client-side Javascript skills and experience working with APIs and server-side languages
• Understanding of SQL
• Strong commitment to learning the ins and outs of a complicated technical product
• Ability to work as part of a larger account team over long project spans, requiring some availability outside of standard business hours
• Experience with large enterprise customers and their unique demands (at least 1 year)

Responsibilities

• Function as a consistent point of contact for a named portfolio of enterprise accounts
• Provide answers, share standard methodologies and solve the most complex technical issues that Segment’s largest enterprise customers are facing
• Act as a coordinator for escalated customer issues
• Maintain customer promises by keeping tickets updated
• Utilize feedback to improve customer experience and debugging strategies
• Work closely with the product team and partners to improve customer satisfaction
• Assist in preparation and execution of quarterly business reviews
• Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Segment’s services
• Document customer specific implementation context for use internally

Preferred Qualifications

Experience with telecom technologies like WebRTC, SIP, or VOIP is considered a plus

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program