Full-Time
Technical Account Manager 3
Twilio
5,001-10,000 employees
Cloud communications platform with APIs
No salary listed
Company Historically Provides H1B Sponsorship
Remote in USA
Remote
Must support U.S. Central hours; occasional travel for project or team meetings may be required.
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- 4 to 6+ years of relevant experience.
- Good knowledge of representational state transfer technology, previous work with application programming interfaces, and the ability to understand and troubleshoot issues with cloud solutions.
- Broad capabilities to troubleshoot server-side code in Java, Node.js, PHP, C#, and Python, as well as client-side JavaScript, with a good understanding of React and Redux.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP and the basics of SSL/TLS.
- High competency in communicating complex technical issues to technical and non-technical audiences by phone or email.
- Comfortable working with customers’ developers to troubleshoot use of Twilio helper libraries.
- Advanced time management skills, the ability to work well under pressure, and proficiency in developing workflows to increase troubleshooting efficiency while following standard processes and procedures.
- Excellence in task prioritization and evaluation of situational urgency.
- Interest in using customer feedback to identify and drive improvements in products.
- Ability to interact and collaborate with other departments to find customer solutions.
- Ability to understand the customer perspective and demonstrated dedication to the customer experience.
- Experience managing dedicated customer accounts.
- Serve as the designated technical support engineering contact for strategic customers.
- Support customers during U.S. Central hours and work on customer-created cases.
- Resolve complex technical problems with potentially costly and far-reaching consequences.
- Provide proactive customer guidance through the use of Twilio technologies.
- Deliver recommendations to make customer environments less susceptible to business-impacting downtime.
- Use technical and diplomatic skills to address customer issues and provide customer 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 JIRAs to report reproducible bugs.
- Understand customer trends, analyze patterns, drive improvements, and report observations to the management team to improve the support process.
- Understanding of telecommunications and voice over Internet protocol, including WebRTC and SIP.
Twilio provides a cloud communications platform that offers APIs to add voice, messaging, video, and email into software applications. Developers use these APIs to build and scale communication features directly inside their apps. The product works by making it easy to program communications: you send calls or messages through API requests, manage video sessions, and integrate email, all on a pay-as-you-go basis that scales with usage. Twilio stands out from competitors by focusing on developer-friendly APIs that cover multiple channels in one platform, supporting customers from startups to large enterprises with global reach and optional consulting services. The company’s goal is to help any business communicate with customers at scale by providing reliable, programmable communications across channels.
Company Size
5,001-10,000
Company Stage
IPO
Headquarters
San Francisco, California
Founded
2008
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Simplify's Take
What believers are saying
- Q2 2026 revenue reached $1.50 billion, rising 22% year over year.
- Management raised 2026 organic revenue growth guidance to 13%-13.5% on August 6.
- Free cash flow hit $353 million, while share repurchases totaled $66 million.
What critics are saying
- Guidance still implies 2026 revenue growth slowing to 18%-18.5%, below Q2's 22%.
- Amazon, Google, and Microsoft bundle competing communications APIs into larger cloud contracts.
- If AI agents bypass Twilio's channels, its moat collapses into commoditized plumbing.
What makes Twilio unique
- Twilio's May 2026 Console unifies messaging, voice, email, Segment, and AI workflows.
- Its May 2026 platform adds Conversation Memory, Orchestrator, Intelligence, and Agent Connect.
- Twilio's 4,800 carrier connections and telecom compliance expertise remain hard to replicate.
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Benefits
Vacation: Twilio offers generous annual time off in all countries for you to enjoy.
Healthcare: We are dedicated to helping our employees live longer and healthier lives through comprehensive health programs.
Retirement: Twilio cares about your retirement! We offer programs to help our employees plan for their retirement needs.
Family leave: At Twilio we recognize the importance of family. We offer generous maternity, paternity, and adoption leaves, as well as family medical care leave.
Earn your stripes: Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e‑books for continued learning and education.
Catered meals: We provide a variety of snacks, drinks, and catered meals in each of our locations.
Growth & Insights and Company News
6 month growth
↓ -7%1 year growth
↓ -7%2 year growth
↓ -7%Andrew Stafman, Director at Twilio, sold approximately 500,000 shares of Class A Common Stock on 12 August 2026 for $123.5 million, according to an SEC Form 4 filing. The transaction represents a 79% reduction in his holdings. The shares were sold at a weighted average price of $247.08 per share, following a 159% stock price appreciation over the preceding 12 months. The shares were held through various entities including Sachem Head Capital Management LP, with Scott Ferguson and Andrew Stafman sharing potential beneficial ownership. Following the sale, Stafman retains approximately 133,000 shares across direct and indirect accounts, representing roughly 0.088% of Twilio's outstanding shares. Twilio provides cloud-based communications platforms through APIs, serving customers ranging from startups to Fortune 500 companies.
Twilio reported second-quarter results that exceeded expectations, with revenue up 22% year on year to $1.50 billion, beating analyst estimates of $1.43 billion. The customer engagement platform's non-GAAP profit of $1.47 per share surpassed consensus estimates by 11.1%. The company's third-quarter revenue guidance of $1.51 billion came in 3.2% above analyst expectations. Operating margin improved to 5.6%, up from 3% in the same quarter last year, whilst free cash flow margin rose to 23.5% from 9.4% the previous quarter. Following the results announcement, Twilio's stock jumped 15.7%. The company's net revenue retention rate increased to 116%, up from 114% in the prior quarter.
For the first time in human history, a rich understanding of language is available as a utility, delivered via API, useful enough to “be metered”. Intelligence has become a tool: something you can call, compose, and build on, divorced from any individual human mind.
Rime, a San Francisco, CA-based provider of an enterprise voice AI platform, raised 24M in Series A funding
NICE and Twilio both serve the customer interaction technology market, but differ significantly in profitability and growth profiles. NICE, which provides AI-powered customer experience and financial compliance software, reported fiscal year 2025 revenue of nearly $2.9 billion, up 7.7% year-on-year. The company achieved net income of approximately $612.1 million with a 20.8% net margin. It maintains zero debt and generated free cash flow of roughly $622.8 million. Twilio offers developer tools for building messaging, voice, and email capabilities. Its fiscal year 2025 revenue grew 14% to nearly $5.1 billion. The company turned profitable with net income of approximately $33.8 million and a 0.7% net margin. Twilio generated free cash flow of approximately $1.0 billion whilst maintaining a low debt-to-equity ratio of 0.1x. NICE offers established profitability, whilst Twilio presents higher revenue growth potential.