Staff Technical Account Manager

December 20, 2025

Job Description:

Function as a consistent point of contact for a named portfolio of Personalized accounts
Provide answers, share standard methodologies and solve the most complex technical issues that 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 Twilio products.
Document customer specific implementation context for use internally

Requirements:

8+ years of experience in the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent
Fluent in Italian and English
Ability to effectively communicate technical concepts and identify patterns in customer experience
Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
Understanding of network troubleshooting and telecommunications industry
Strong commitment to learning the ins and outs of a complicated technical product
Experience with large enterprise customers and their unique demands (at least 1 year)

Benefits:

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