✦ Luna Orbit — Customer Success & Support

Strategic Account Executive 4

at Twilio

📍 Remote - US Remote Posted March 12, 2026
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Position Details

Type Not Specified
Experience mid
Exp. Years 8+ years
Education Not specified
Category Customer Success & Support

About this role

This role involves providing technical support to customers, troubleshooting complex issues, and collaborating with engineering teams to improve product reliability. The candidate will serve as the primary technical contact for support clients.

Key Responsibilities

  • Troubleshoot technical issues
  • Collaborate with engineering
  • Provide customer feedback
  • Use JIRA and Slack
  • Ensure customer success

Technical Overview

The position requires strong technical diagnostics, troubleshooting skills, and experience with support tools like JIRA and Slack, supporting cloud communication products and resolving critical technical issues.

Ideal Candidate

The ideal candidate is an experienced Technical Account Manager with over 4 years in technical support roles, skilled in troubleshooting complex issues and working closely with developers and support teams. They are proactive, detail-oriented, and familiar with tools like JIRA and Slack, with experience supporting cloud communication platforms.

Must-Have Skills

4+ years of relevant technical support experienceStrong technical problem-solving skillsExperience working with developersarchitectssupport teamsAbility to troubleshoot complex issuesExperience with bug tracking tools like JIRA

Nice-to-Have Skills

Experience in cloud communicationsKnowledge of Twilio productsExperience working in Eastern Time Zone

Tools & Platforms

JIRASlack

Required Skills

Technical supportTroubleshootingCustomer communicationBug reportingJIRASlackProblem-solvingTechnical diagnosticsCustomer feedback

Hard Skills

Technical supportTroubleshootingCustomer communicationBug reportingJIRASlackProblem-solvingTechnical diagnosticsCustomer feedback analysis

Soft Skills

Problem-solvingCommunicationDiplomacyPrioritizationSituational assessmentTeam collaboration

Industry & Role

Industry SaaS
Job Function Deliver technical support and troubleshooting for Twilio's cloud communication customers

Keywords for Your Resume

Technical Account ManagerTechnical supportTroubleshootingCustomer communicationBug reportingJIRASlackProblem-solvingCustomer feedbackTechnical diagnosticsCustomer supportComplex technical issuesProactive guidanceCustomer success

Deal Breakers

Less than 4 years of relevant experience, Lack of troubleshooting skills, No experience with JIRA or Slack, Inability to handle high-pressure situations

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