Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio. Join the team as our next Technical Support Expert - Onboarding and Compliance Support About the job At the Onboarding and Compliance Support team, were not just fighting against bad actors; were champions for our customers success. As a pivotal member of our Onboarding and Compliance Support team, youll be the shield that guards the realms of communication, ensuring that our customers can operate in a secure and compliant environment, free from external threats. Responsibilities In this role, you will: Deliver top-tier customer service, embodying Twilios values of empathy, human warmth, and technical expertise in every interaction via emails, calls or chat. Navigate customers through compliance, providing expert advice, and resolving issues. Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions. Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users accounts and the Twilio platform. Twilio operates a 24/7 support model, requiring availability to work weekends and holidays as needed. This role involves working rotational shifts during either the APAC or EMEA time zones. Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores. Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps. Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams. Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs. Youll be at the heart of Twilios mission, directly contributing to the safety and trust our customers place in us. Youll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving. Youll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day. Qualifications Required : Fluency in English. 2- 4 years of experience in handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology. Strong technical proficiency with experience in common enterprise operating systems, Eg: Windows & macOS. Proven experience in delivering live support, including phone support, Zoom, or similar platforms. Assisting with A2P 10DLC Campaign Registration/Rejections Live Phone Support for Account compromise and compliance violations Resolving Account Suspension Due to Compliance Violations Navigating GDPR Compliance for European Customers and working on DSR requests. A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences. A strong desire to learn new skills, develop expertise, and support others in the field. Effective and efficient handling of escalations Eg: Account Verification Delay Escalation Campaign Rejection Due to Policy Violation Dispute Over Account Suspension Delayed Onboarding Due to Incomplete Documentation Desired: Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality). Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures. Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation. Over 3+ years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology. Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports. Location This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com .

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next WFM Scheduling Analyst. Who We Are & Why We’re Hiring Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. About The Job We are seeking a dynamic and detail-oriented WFM Scheduling Analyst to join our Global Workforce Management (WFM) team. This role is pivotal in ensuring the smooth day-to-day operations of our global contact centers, focusing on real-time monitoring, staffing optimization, and maintaining service level agreements (SLAs). The ideal candidate will be proactive, analytical, and capable of managing a fast-paced environment while collaborating with a global team to drive operational efficiency. Responsibilities In this role, you’ll: Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels, call volume spikes, and adherence to schedules Adjust schedules and allocate resources in real-time to ensure service levels are met, optimizing staff utilization Provide immediate and effective solutions to operational challenges such as call queues, technical support engineer (TSE) / agent availability, and unexpected events Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time (AHT) Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance Proactively inform management of any critical issues that may impact SLAs or customer experience, ensuring rapid escalation and resolution Implement real-time adjustments to workforce plans based on demand, including reallocation of TSE/ agents, skill-based routing, and schedule modifications Collaborate with the WFM scheduling team to ensure shift changes and workforce adjustments align with operational goals Work with global teams to manage and coordinate staffing for multi-region and multi-time zone operations, ensuring a seamless workforce across different markets Respond to real-time incidents, including system outages, weather-related issues, or unexpected increases in contact volume, by making immediate operational adjustments Coordinate with IT, operations, and support teams to manage workforce needs during crises and ensure business continuity Use real-time data to analyze and identify trends that impact workforce performance, TSE / agent productivity, and customer experience Provide recommendations for process improvements, staffing efficiencies, and better resource allocation based on real-time observations Contribute to continuous improvement efforts in workforce management processes by identifying areas of inefficiency or opportunity Work closely with Operations, Scheduling, and Forecasting teams to ensure alignment between real-time management and broader workforce strategies Support global workforce optimization efforts by sharing insights and contributing to the development of best practices Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required 3 years of experience in a Scheduling analyst, contact center operations, or workforce management role Ability to work in shifts - 6:30 AM To 3:30 PM Familiarity with workforce management tools (e.g., NICE, Calabrio, Verint, IEX, or similar WFM systems) Strong analytical skills, with the ability to interpret real-time data and make quick decisions to optimize operations Excellent communication skills, with the ability to interact effectively with global teams and senior stakeholders High attention to detail, problem-solving abilities, and the capacity to manage multiple tasks in a fast-paced environment Ability to work in a 24/7 environment, with flexibility to adjust to changing business needs across the Americas and APJ regions and different time zones Experience in a global or multi-site contact center environment is a plus Location This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com. Show more Show less

Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio s next Staff Engineer, Security Engineering Partner. Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. About the job This position is needed to bridge the gap between our security organization and engineering teams by partnering on the implementation of robust security measures at scale, up-leveling existing security capabilities and critical security risk reduction. Responsibilities In this role, you ll: Build relationships with engineering to foster cooperative partnerships across key Twilio products and platforms. Partner with product and engineering teams to integrate scalable security capabilities. Use metrics and data on the state of security at the product level, to drive accountability and action. Drive security risk reduction through technical leadership and influence of engineering roadmaps. Lead security reviews for critical features, new initiatives and infrastructure changes. Cultivate security expertise across engineering teams through mentorship, technical guidance and training. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! 5+ years of experience in security engineering with a proven track record of designing and implementing scalable security solutions. Deep technical expertise in specialized security domains - application security, cloud security, product security. Proven track record leading cross-functional security initiatives where you influenced security outcomes outside of the security organization. Ability to communicate complex security concepts clearly to both technical and non-technical audiences using metrics. A strong background in software development, with specialized expertise in security engineering. Ability to translate emerging security threats and trends into actionable engineering requirements and technical roadmaps. Experience with Threat Modeling methodologies and leading security design reviews. Desired: Strong problem-solving skills and analytical capability. Comfortable with ambiguity. Solid understanding of infrastructure and application security risks and mitigation techniques, Solid understanding and experience with containerization and orchestration technologies like Kubernetes and Docker. Experience with Infrastructure-as-Code. Location This role will be remote and based in India. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com .

Roles and Responsibilities Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via multiple communications channels (email, phone, chat). Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues. Speak with customers in order to guide them through the development of their voice application. Required 4 to 7 years of experience in a client-facing, technical role. Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark). 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX. Business fluency in Japanese (speaking and writing) is desired to work with the Japanese speaking customers. Twilio provides 24/7 support, requiring availability to work on weekends and holidays from 6:30AM to 3:30PM India standard time.

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Senior Engineering Manager on Twilio’s Flex product team. About The Job This position is needed to manage the Flex TaskRouter & Proxy team of software engineers to own and extend the feature set offering to customers and therefore the overall solution reach of Flex. Flex is Twilio’s contact center platform and is a unique solution that provides customers with the building blocks they need to build a fully customized contact center solution to meet their needs. Responsibilities In this role, you’ll: Own and deliver delightful routing experiences for Twilio Flex, TaskRouter & Proxy customers Be a champion for your team, setting individuals up for success and putting others’ growth first. Understand the architecture and processes required to build and operate always-available complex and scalable distributed systems in cloud environments. Advocate agile processes, continuous integration and test automation. Be a strategic problem solver and thrive operating in broad scope, from conception through continuous operation of 24x7 services. Exhibit strong communication skills: in person, or on paper. You can explain technical concepts to product managers, architects, other engineers, and support. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required: You have a minimum of 14+years experience with 5 years of proven track record of leading and managing software teams. Experience managing multiple workstreams within the team Bachelor’s or Master’s degree in Computer Science, Engineering or related field. Technical Experience with: Distributed Routing and Orchestration using cloud native technology stack REST APIs Programming languages: Java/GoLang Datastores like Aurora, DynamoDB Etc. Distributed Cache container technologies - Docker/Kubernetes. modern automated testing and CI/CD pipelines. SaaS Telemetry and Observability tools such as Datadog, Graphana, Prometheus. Excellent problem solving, critical thinking, and communication skills. Broad knowledge of development environments and tools used to implement and build code for deployment. Have strong familiarity with agile processes, continuous integration, and a strong belief in automation over toil. As a pragmatist, you are able to distill complex and ambiguous situations into actionable plans for your team. Owned and operated services end-to-end, from requirements gathering and design, to debugging and testing, to release management and operational monitoring. Desired Previous experience with: Communications: Voice (Telephony systems) and Digital Contact Center and Customer Engagement solutions AI/ML and/or associated digital technologies for providing delightful contact center experiences using technologies such as Google-CCAI Location This role will be remote, and based in India(Karnataka, Tamil Nadu, Telangana, Maharashtra & New Delhi) Travel We prioritise connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com. Show more Show less

Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio s next Onboarding operations Specialist (L1). About the job Twilio is seeking an Operations Specialist to join the team that runs Twilio s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist is the first tier on the Level 1 team. The Product Operations team is a key part of Twilio s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the worlds connectivity. Responsibilities In this role, you ll: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio. Assess the nature of product or service issues and resolve basic-to-intermediate level problems. Log customer interactions and tag/categorize issues accordingly. Learn new processes across a variety of subject areas and ensure our operations are running smoothly. Respond to and action incoming carrier partner notifications. Quickly and confidently triage complex issues to the Level 2 team. Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas. Work independently to troubleshoot/determine resolution for issues across the entirety of your teams domain. Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio. Draw the Owl: Assess the nature of product or service issues and resolve basic-to-intermediate level problems. Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly. Be an Owner: Effectively respond to all basic and some advanced questions from customers (external and internal) in your core area and quickly and confidently triage complex issues via documented internal escalation paths. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required: Ability to work in rotational shifts 5:30PM -2:30AM or 09:00 PM - 06:00 AM) Youre thorough, organized, and detail-oriented, and you re able to prioritize and execute multiple processes. Experience Required: 1 - 3 Yrs*( depending on candidature) Strong technical background need not apply Previous experience into Advanced Email writing, handling international escalations(voice, chat and email) International stakeholder handling Monitoring tasks and queues, ensuring SLAs aren t breached for self and the team Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded Previous experience into doing root cause analysis Ready to take up additional tasks depending on requirements You re empathetic and customer centric to the core. You re a clear verbal and written communicator. You re introspective and committed to continuous self-improvement. You re capable of learning quickly and mastering complicated systems. You re capable of working independently but also energized from working within a team and cross-functionally to achieve the companys goals. You re able to complete tasks in core areas within SLAs. Desired: Running SQL queries , having knowledge of Zendesk, JIRA would be an added advantage Location This role will be remote & based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) Travel We prioritize connection and opportunities to build relationships with our customers and each other. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com .

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio. Join the team as our next Manager, Product Operations (M2) Who We Are & Why We’re Hiring Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. About The Job This position is needed Twilio is seeking a Manager, Product Operations to oversee our Product Operations team for our Phone Numbers product. This role will lead the operations team whose primary responsibilities include helping our customers onboard phone numbers to Twilio's platform of phone numbers from other carriers to Twilio’s network, and working closely with Twilio’s sales team and our customers to achieve the operational targets efficiently and effectively. This role will partner with other operations, product and engineering teams, as well as sales and support to ensure our customers are successful and our operations are efficient. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity. Responsibilities In this role, you will: As an Manager, Product Operations, you will EMPOWER OTHERS: Manage a small team of Operations specialists who love to build seamless operations that benefit our customers. You’ll provide specific, timely feedback to your team of operations experts. You’ll work toward executing on priorities set for your team on time and within budget. DON’T SETTLE: Drive process efficiencies to reduce the amount of requests per operations dollar while meeting customer satisfaction targets. You’ll work with your colleagues to design operational dashboards to determine the health of our operations, and you’ll report on these dashboards to internal stakeholders. WRITE IT DOWN: Report out on the health of your team’s operations weekly and participate in quarterly business review drafting for Twilio’s Executive Team. Additionally, you’ll lead post-mortem processes and customer-facing RFOs. WEAR THE CUSTOMER’S SHOES: Partner with Customer Success, Sales, Engineering and Product teams to resolve complex problems for customers. You’ll also participate in operational meetings with your counterparts at our carrier partners to resolve ongoing issues and to proactively prevent future issues. RUTHLESSLY PRIORITIZE: Manage highly complex and impactful projects, including estimation, prioritization, sequencing team management, and delivery. Qualifications Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required Twilio is seeking a Manager, Product Operations to lead the team that runs Twilio’s phone number operations. You have a minimum of 1 years of experience leading a team as a manager or team lead and a minimum of 2 years experience working in operations for a technology company. You are an expert of operations with 5+ years experience, and are able to focus on operational metrics and process improvements. You’re comfortable reporting these metrics out to department leadership. You’re empathetic and customer centric to the core. You have some experience in planning a team’s workload to support business priorities and deliver customer satisfaction. You have knowledge and ability with business intelligence tools, and you have demonstrated the ability to make quick decisions with limited data. You can communicate at an advanced level through data, graphs, and visuals. You have outstanding verbal and written communication skills You are calm under pressure as you respond to escalations and work with your team to quickly troubleshoot incidents. Location This role will be located in our Remote, India office. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way. What We Offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com. Show more Show less

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Third Party Risk Analyst 2 About The Job The Security Risk Analyst will be a key member of the Security Risk Management program at Twilio, focused on maturing our Security risk posture by preparing internal stakeholders for certification activities. The team works closely with our Product and Engineering teams to ensure all areas of cyber risk are identified across Twilio and that risk methodologies are operationally effective and in compliance with regulations and industry best practice security measures (e.g. COSO, ISO 31000). This role provides an exciting opportunity for professionals who are passionate about risk management and ready to contribute to the continued growth and maturity of risk practices within a dynamic organization like Twilio. Responsibilities In this role, you’ll: Conduct security risk assessments for third party vendors, service providers, and telecom carriers to evaluate their security controls and compliance. Identify and report third party security vulnerabilities and recommend mitigation strategies. Experience reviewing industry certifications and compliance reports such as PCI-DSS, SOC 2, and ISO 27001. Assist in the development and implementation of third party security risk management frameworks. Monitor and report on security incidents related to third party engagements, providing insights and recommendations to senior leadership. Collaborate with procurement, legal, privacy, security, and compliance teams to ensure third party risks are effectively managed. Stay up to date on emerging security threats, compliance requirements, and industry best practices related to third party security. Prepare reports and presentations on third party security risk findings and mitigation efforts for stakeholders. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required 2-3 years of Third Party Risk Management experience, working with security-centric risk management and compliance frameworks. Strong background in the ability to identify, analyze, and quantify risks from a technical perspective and experience implementing and operationalizing qualitative and quantitative risk analysis, including the performance, benefits, and when to use various types of analysis. Proficiency in security risk assessment methodologies and security compliance standards. Experience of working with technical security and Engineering / IT to implement technical risk/control solutions with the ability to interpret control requirements and relay those to different stakeholder groups with strong technical knowledge. Biased towards automation and tooling to scale program operations. Excellent verbal, written, and interpersonal skills. Flexible and able to manage multiple projects under tight deadlines. Comfortable with ambiguity and adaptable to fast changing environments. Strategic thinker and problem solver with exceptional communication skills. Desired Bachelor’s degree in Information Security, Risk Management, Cybersecurity, or a related field. Professional certifications (e.g., CISSP, CISM, or Security+). Experience with cloud security, identity access management (IAM), and vulnerability management. Experience with third party risk management (TPRM) and procurement tools, such as ServiceNow TPRM, Oracle, and Ironclad. Familiarity with enterprise risk management (ERM) frameworks and methodologies. Collaboration: Effectively working with internal and external stakeholders to mitigate risks. Location India Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com. Show more Show less

Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio. Join the team as our next Technical Support Engineer 2 (Email) About the job This position is needed to support our customers use of the Twilio platform, and help customers get the best experience from Twilio s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio s APIs and SDKs. This role reports to a Manager, Technical Support and will be based in our new Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 12:30PM -9:30 PM or 1:30PM - 10:30PM IST. This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu). Responsibilities In this role, you will: WEAR THE CUSTOMER S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio s Product and Engineering teams. Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). BE INCLUSIVE: Work with our customers and partners developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards. Qualifications Required Deep understanding of Email infrastructure such as Mail User Agent(MUA) Message Transfer Agent (MTA) Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions. Good understanding of protocols - encryption-based Internet security protocol such as SSL, TLS and Communication protocol SMTP. Bonus: Knowledge on Email protocols POP3 and IMAP and Client- Server protocol such as Tenet would be a HUGE plus. Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. Ability to stand in the customer s shoes and demonstrated dedication to the customer experience. Excellent written and verbal communication skills. Excellence in task prioritization and evaluation of situational urgency. Desired Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures. Ability to influence and build effective working relationships with all levels of the organization. Interest in utilizing customer feedback to identify and drive improvements in our products. Basic understanding of Curl command, Webhook. Basic SQL knowledge to query data from snowflake Location This role will be remote, based in India (Karnataka, Maharashtra, New Delhi, Tamil Nadu, Telangana) What we offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com .

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Staff, Machine Learning Engineer in our Identity Resolution team. About The Job Twilio is a leader in providing innovative solutions to complex data challenges, helping businesses better understand their customers. Twilio is at the forefront of transforming how businesses understand and engage with their customers. Leveraging advanced identity resolution technologies, we unify and enrich disparate data sources to create comprehensive customer profiles. As a Staff Engineer specializing in Machine Learning and Feature Engineering for the Identity Resolution team, you will drive the development of sophisticated ML models and advanced feature engineering techniques designed to enhance our identity resolution capabilities. Your work will play a critical role in improving our systems' ability to match and unify customer identities accurately, enabling more personalized customer experiences and strategic business insights. Your role will also involve building robust data infrastructure to support and scale our machine learning initiatives. To thrive in this role, you must have a deep background in ML engineering, and a consistent track record of solving data & machine-learning problems at scale. You are a self-starter, embody a growth attitude, and collaborate effectively across the entire Twilio organization Responsibilities In this role, you’ll: Design, implement, and refine machine learning models that improve the precision and recall of identity resolution algorithms. Develop and optimize feature engineering methodologies to extract meaningful patterns from large and complex datasets that enhance identity matching and unification. Develop and maintain scalable data infrastructure to support the deployment and training of machine learning models, ensuring that they run efficiently under varying loads. Build and maintain scalable machine learning solutions in production Train and validate both deep learning-based and statistical-based models considering use-case, complexity, performance, and robustness Demonstrate end-to-end understanding of applications and develop a deep understanding of the “why” behind our models & systems Partner with product managers, tech leads, and stakeholders to analyze business problems, clarify requirements and define the scope of the systems needed Ensure high standards of operational excellence by implementing efficient processes, monitoring system performance, and proactively addressing potential issues. Drive engineering best practices around code reviews, automated testing and monitoring Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required: 7+ years of applied ML experience. Proficiency in Python, Java or Golang is preferred. Extensive experience in feature engineering and developing data-driven frameworks that enhance identity matching algorithms. Strong background in the foundations of machine learning and building blocks of modern deep learning Deep understanding of machine learning frameworks and libraries such as TensorFlow, PyTorch, or Scikit-learn. Experience with big data technologies like Apache Spark or Hadoop, and familiarity with cloud platforms (AWS, Azure, Google Cloud) for scalable data processing. Familiarity with ML Ops concepts related to testing and maintaining models in production such as testing, retraining, and monitoring. Experienced with modern data storage, messaging, and processing tools (Kafka, Apache Spark, Hadoop, Presto, DynamoDB etc.) and demonstrated experience designing and coding in big-data components such as DynamoDB or similar Experience working in an agile team environment with changing priorities Experience of working on AWS Desired Exposure to Advertising Technology, Marketing Technology domains. Experience designing and implementing highly available, performant, and fault-tolerant distributed systems that provide durable and (eventually) consistent results. Experience with Large Language Models Location This role will be remote, based in India (Karnataka, Maharashtra, New Delhi, Tamil Nadu, Telangana) Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com. Show more Show less

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Senior Engineering Manager on Twilio’s Flex product team. About The Job This position is needed to manage the Experiences team of software engineers to own and extend the feature set offering to customers and therefore the overall solution reach of Flex. Flex is Twilio’s contact center platform and is a unique solution that provides customers with the building blocks they need to build a fully customized contact center solution to meet their needs. Responsibilities In this role, you’ll: Own and deliver delightful contact-center persona experiences for Twilio Flex customers. Be a champion for your team, setting individuals up for success and putting others’ growth first. Understand the architecture and processes required to build and operate always-available complex and scalable distributed systems in cloud environments. Advocate agile processes, continuous integration and test automation. Be a strategic problem solver and thrive operating in broad scope, from conception through continuous operation of 24x7 services. Exhibit strong communication skills: in person, or on paper. You can explain technical concepts to product managers, architects, other engineers, and support. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required: You have a minimum of 14+years experience with 5 years of proven track record of leading and managing software teams. Experience managing multiple workstreams within the team Bachelor’s or Master’s degree in Computer Science, Engineering or related field. Building Agent/Supervisor experiences using technology stack (ReactJS, Paste design systems, testing frameworks such as Cypress and Selenium) Technical Experience with: cloud native technology stack REST APIs Programming languages: Javascript/Typescript/ReactJS Datastores like Aurora, DynamoDB Etc. container technologies - Docker/Kubernetes. modern automated testing and CI/CD pipelines. SaaS Telemetry and Observability tools such as Datadog, Graphana, Prometheus, Mixpanel Etc. Excellent problem solving, critical thinking, and communication skills. Broad knowledge of development environments and tools used to implement and build code for deployment. Have strong familiarity with agile processes, continuous integration, and a strong belief in automation over toil. As a pragmatist, you are able to distill complex and ambiguous situations into actionable plans for your team. Owned and operated services end-to-end, from requirements gathering and design, to debugging and testing, to release management and operational monitoring. Desired Previous experience with: Communications: Voice (Telephony systems) and Digital Contact Center and Customer Engagement solutions Location This role will be remote, and based in India(Karnataka, Tamil Nadu, Telangana, Maharashtra & New Delhi) Travel We prioritise connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com. Show more Show less

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Business Solution Analyst Who we are & why we’re hiring Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. About The Job Twilio is looking for a Salesforce Administrator to join the Sales Automation team. This role is ideal for someone with a solid understanding of the Salesforce.com platform looking to take the next step in their career and get more exposure into the operational processes that drive systems designs. Responsibilities As a Salesforce Administrator in our Sales Automation team, you will get to know our unique business processes and how to build and maintain the systems that power them. In this role, you will be responsible for improving our Salesforce.com platform and ensuring data excellence across the organization. You will be challenged to think creatively about how to reshape existing processes to become more efficient and your work will be integral to supporting impactful programs managed by the team to contribute to the success of the sales team and support Twilio’s fast growth. Assist project managers in various work streams on Salesforce.com Data management in Salesforce.com and other business systems, including auditing and resolving data integrity at a large scale. Work with program managers and stakeholders to uncover process gaps and develop elegant solutions Understand and fix existing system problems on a daily basis Continually evaluate and identify gaps in our existing codebase to develop solutions for increased extensibility. Collaborate with cross-functional teams, including developers, business analysts, and stakeholders. Leadership skills to mentor junior administrators and provide guidance on best practices. Qualifications Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required 2+ years of experience with Salesforce.com implementation (design, configuration, deployment, lightning flows) Must have hands on experience with process automation tools especially flows Demonstrated ability to understand business needs and translate requirements into technical solutions Salesforce Certified Administrator Strong presentation, communication, and facilitation skills Comprehensive experience on debugging and troubleshooting in Salesforce Strong organizational and business analysis skills; detail-oriented and able to work independently, manage and develop smaller scale projects. Knowledge on Salesforce.com configuration best practices Desired 1+ year of experience designing or developing on Salesforce (Apex) Experience working with and managing large data sets Industry experience in automating and auditing large volumes of data Experienced developing Lightning Components in Salesforce Lightning Location This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Show more Show less

Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio. Join the team as our next Personalized Support Engineer About the job The Personalized Support Engineer (PSE) is a member of the Global Personalized support team supporting our top tier customers. They are responsible for handling a variety of Twilio products while also working and collaborating with the Technical Account Managers (TAMs.) The Global PSE team advocates for our TAMs customers as if they are their own while providing 24x7x365 coverage, managing specializations and guarding the queue. This position requires working in a shift, APAC 0630-1530 IST and EMEA - 1300-2200 IST. We work 5 days a week, and could include one or both weekend days. (Tue-Sat, Sun-Thur, Mon-Fri etc) Responsibilities: In this role, you will: BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio s Product and Engineering teams. WEAR THE CUSTOMER SHOES: Work with our customers and partners developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences. EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs. RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs). Qualifications: Required: Fluent in English language (both oral and written) 2+ years experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions. Experience working with top tier customers. Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk. Excellence in task prioritization and evaluation of situational urgency. Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures. Ability to stand in the customer s shoes and demonstrated dedication to the customer experience. Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need. Desired: Previous exposure or knowledge of Twilio products Experience working with JIRA, Confluence, Airtable and other project tools. Skilled in troubleshooting network connectivity issues Prior telecom (Carrier, SIP, PBX) including reviewing PCAPs/using Wireshark or messaging platform experience. Location This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) What we offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Lead Talent Guide. About The Job This position requires coordination support, mentorship, problem-solving skills, and contributing to the optimization of our recruiting operations. The ideal candidate enjoys working with people, has a keen attention to detail, excels in finding solutions and creating efficiencies. As a Lead Talent Guide in India, you will drive global standard operations and projects to enhance recruiting coordination, ensure seamless candidate experiences, strengthen the internal partnerships and deliver optimal workflows. Your expertise will lead complex initiatives, influence best practices, and leverage data insights to optimize operations. Responsibilities In this role, you’ll: Lead global initiatives and support programs to drive process improvements and enhance the Talent Acquisition and candidate experiences. Ensure the service delivery of coordination meets our operating standards and execute on capacity allocation and management to meet demand. Anticipate, design, optimize and implement workflows for new processes to optimize team performance. Track bottlenecks in recruiting coordination and develop innovative, data-driven solutions. Manage candidate touchpoints, delivering personalized communication throughout the recruitment journey. Cultivate partnerships with global talent guides and internal stakeholders to enhance candidate and interviewer experiences. Analyze recruitment data to identify trends and propose actionable insights for continuous improvement. Coordinate global interview scheduling and ensure personalized communication with candidates, maintaining strong relationships with internal stakeholders and global talent guides. Aim to achieve SLAs, minimize scheduling errors, and adhere to Standard Operating Procedures while keeping candidate records updated in the applicant tracking system and AirTable. Participate actively in team projects, audits, and hiring events. Qualifications Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required Proven ability to lead complex projects independently and with initiative. Strong communication skills for delivering clear, personalized candidate communication. Experience in process improvement and workflow optimization. Ability to work effectively in a global, cross-functional team environment. Proficiency in data analysis to guide decision-making and process enhancements. Bachelor's degree in Human Resources, Business Administration, or related field. To work in the shift -12:30pm via 09:30pm IST Desired 6 years of experience in recruiting coordination or a related field. Experience with global talent acquisition and recruitment operations. Familiarity with applicant tracking systems, recruiting software, and data analytics tools. Strong analytical skills to identify inefficiencies and develop practical solutions. Project management certification or relevant experience. Location This role will be remote, and based in India. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by locatio Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Show more Show less

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as our next Senior Manager, Technical Support Who We Are & Why We’re Hiring Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum. About The Job Twilio is seeking a Senior Manager – Technical Support to lead and execute transformative technical support strategies across Voice, Platform & Application , and Segment support operations. You will partner closely with global support business leaders to execute strategic direction, drive operational excellence, and ensure we are delivering world-class human centered support experiences aligned with Twilio’s customer-first vision. A critical aspect of this role will also include coaching and developing future leaders within the support organization. This role is ideal for someone who thrives at the intersection of customer experience, business strategy, and cross-functional execution , and who is passionate about leading change at scale. Responsibilities Leadership & People Development Lead, coach, and mentor Technical Support Managers (M3s) and their teams to build a high-performance culture. Conduct quarterly talent reviews, performance evaluations, and career development planning for direct reports. Ensure consistent execution of coaching, 1:1s, and team meetings, fostering a culture of accountability and continuous learning. Drive employee engagement and retention through structured feedback, recognition, and professional growth opportunities. Customer Support Excellence & Operational Execution Ensure teams meet or exceed CSAT, SLA, and other key performance indicators (KPIs). Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. Drive Support Duty Manager (SDM) adherence for critical escalations, ensuring timely and effective resolution. Improve incident response workflows, escalation handling, and knowledge-sharing processes to optimize support delivery. Business Impact & Strategic Execution Own the business by driving data-driven decision-making and aligning support operations with company goals. Lead quarterly stakeholder mapping to enhance collaboration across Support, Product, Engineering, and Customer Success. Oversee monthly (MOR) and quarterly (QOR) operational reviews, surfacing key trends, blockers, and process improvement opportunities. Partner with Workforce Management (WFM) teams to optimize staffing, forecasting, and scheduling. Change Management & Continuous Improvement Drive change initiatives and process improvements that enhance efficiency and the customer experience. Foster cross-functional collaboration to influence product supportability and customer success strategies. Utilize BI tools (Tableau, Looker), ticketing systems (Zendesk, JIRA), and WFM solutions (Calabrio) to track performance and identify areas for improvement. Vendor & Escalation Management Conduct quarterly performance reviews for vendor partners, ensuring alignment with Twilio’s support standards. Manage ITV (International Technical Vendors) engagement, performance tracking, and training needs. Leverage the Escalations ServiceNow Dashboard to track, manage, and resolve high-impact cases efficiently. Qualifications Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required 10+ years of experience in Technical Support, Customer Success, or Support Strategy roles, including 3+ years in strategic operations or transformation leadership roles. Proven success in scaling support teams, improving operational efficiency, and driving business impact. Strong expertise in SaaS, CPaaS, or cloud-based enterprise support environments. Experience managing remote, globally distributed teams. Exceptional stakeholder management skills, influencing cross-functional partners (Product, Engineering, CS). Technical acumen in support platforms like Zendesk, Jira, Salesforce, Looker, Tableau, Airtable and WFM tools (Calabrio). Strong escalation management experience, ensuring timely issue resolution and customer success. Strategic mindset with the ability to balance operational execution and long-term business planning. Bachelor’s Degree or equivalent work experience Desired Experience in contact center operations, AI-driven support solutions, and automation. Support Duty Manager and/or Escalation Management experience in a high-growth environment. Background in coaching frameworks, performance management methodologies, and leadership enablement. Location This role will be located remotely in India (Karnataka, Maharashtra, Tamil Nadu, Telangana and Delhi) What We Offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Show more Show less

Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio s next Lead Talent Guide. About the job This position requires coordination support, mentorship, problem-solving skills, and contributing to the optimization of our recruiting operations. The ideal candidate enjoys working with people, has a keen attention to detail, excels in finding solutions and creating efficiencies. As a Lead Talent Guide in India, you will drive global standard operations and projects to enhance recruiting coordination, ensure seamless candidate experiences, strengthen the internal partnerships and deliver optimal workflows. Your expertise will lead complex initiatives, influence best practices, and leverage data insights to optimize operations. Responsibilities In this role, you ll: Lead global initiatives and support programs to drive process improvements and enhance the Talent Acquisition and candidate experiences. Ensure the service delivery of coordination meets our operating standards and execute on capacity allocation and management to meet demand. Anticipate, design, optimize and implement workflows for new processes to optimize team performance. Track bottlenecks in recruiting coordination and develop innovative, data-driven solutions. Manage candidate touchpoints, delivering personalized communication throughout the recruitment journey. Cultivate partnerships with global talent guides and internal stakeholders to enhance candidate and interviewer experiences. Analyze recruitment data to identify trends and propose actionable insights for continuous improvement. Coordinate global interview scheduling and ensure personalized communication with candidates, maintaining strong relationships with internal stakeholders and global talent guides. Aim to achieve SLAs, minimize scheduling errors, and adhere to Standard Operating Procedures while keeping candidate records updated in the applicant tracking system and AirTable. Participate actively in team projects, audits, and hiring events. Qualifications Required: Proven ability to lead complex projects independently and with initiative. Strong communication skills for delivering clear, personalized candidate communication. Experience in process improvement and workflow optimization. Ability to work effectively in a global, cross-functional team environment. Proficiency in data analysis to guide decision-making and process enhancements. Bachelors degree in Human Resources, Business Administration, or related field. To work in the shift -12:30pm via 09:30pm IST Desired: 6 years of experience in recruiting coordination or a related field. Experience with global talent acquisition and recruitment operations. Familiarity with applicant tracking systems, recruiting software, and data analytics tools. Strong analytical skills to identify inefficiencies and develop practical solutions. Project management certification or relevant experience. Location This role will be remote, and based in India. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by locatio Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Who we are At Twilio, we re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as our next Senior Manager, Technical Support Who we are & why we re hiring Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. Although were headquartered in San Francisco, were on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and were looking for more builders, creators, and visionaries to help fuel our growth momentum. About the Job Twilio is seeking a Senior Manager - Technical Support to lead and execute transformative technical support strategies across Voice, Platform & Application , and Segment support operations. You will partner closely with global support business leaders to execute strategic direction, drive operational excellence, and ensure we are delivering world-class human centered support experiences aligned with Twilio s customer-first vision. A critical aspect of this role will also include coaching and developing future leaders within the support organization. This role is ideal for someone who thrives at the intersection of customer experience, business strategy, and cross-functional execution , and who is passionate about leading change at scale. Responsibilities Leadership & People Development Lead, coach, and mentor Technical Support Managers (M3s) and their teams to build a high-performance culture. Conduct quarterly talent reviews, performance evaluations, and career development planning for direct reports. Ensure consistent execution of coaching, 1:1s, and team meetings , fostering a culture of accountability and continuous learning. Drive employee engagement and retention through structured feedback, recognition, and professional growth opportunities. Customer Support Excellence & Operational Execution Ensure teams meet or exceed CSAT, SLA, and other key performance indicators (KPIs). Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. Drive Support Duty Manager (SDM) adherence for critical escalations, ensuring timely and effective resolution. Improve incident response workflows, escalation handling, and knowledge-sharing processes to optimize support delivery. Business Impact & Strategic Execution Own the business by driving data-driven decision-making and aligning support operations with company goals. Lead quarterly stakeholder mapping to enhance collaboration across Support, Product, Engineering, and Customer Success. Oversee monthly (MOR) and quarterly (QOR) operational reviews , surfacing key trends, blockers, and process improvement opportunities. Partner with Workforce Management (WFM) teams to optimize staffing, forecasting, and scheduling. Change Management & Continuous Improvement Drive change initiatives and process improvements that enhance efficiency and the customer experience. Foster cross-functional collaboration to influence product supportability and customer success strategies. Utilize BI tools (Tableau, Looker), ticketing systems (Zendesk, JIRA), and WFM solutions (Calabrio) to track performance and identify areas for improvement. Vendor & Escalation Management Conduct quarterly performance reviews for vendor partners, ensuring alignment with Twilio s support standards. Manage ITV (International Technical Vendors) engagement, performance tracking, and training needs . Leverage the Escalations ServiceNow Dashboard to track, manage, and resolve high-impact cases efficiently. Qualifications Required: 10+ years of experience in Technical Support, Customer Success, or Support Strategy roles, including 3+ years in strategic operations or transformation leadership roles. Proven success in scaling support teams, improving operational efficiency, and driving business impact. Strong expertise in SaaS, CPaaS, or cloud-based enterprise support environments. Experience managing remote, globally distributed teams. Exceptional stakeholder management skills, influencing cross-functional partners (Product, Engineering, CS). Technical acumen in support platforms like Zendesk, Jira, Salesforce, Looker, Tableau, Airtable and WFM tools (Calabrio). Strong escalation management experience , ensuring timely issue resolution and customer success. Strategic mindset with the ability to balance operational execution and long-term business planning. Bachelor s Degree or equivalent work experience Desired: Experience in contact center operations, AI-driven support solutions, and automation. Support Duty Manager and/or Escalation Management experience in a high-growth environment. Background in coaching frameworks, performance management methodologies, and leadership enablement. Location This role will be located remotely in India (Karnataka, Maharashtra, Tamil Nadu, Telangana and Delhi) What we offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Engineering Manager on Twilio’s Flex product team. About The Job This position is needed to manage the Flex Billing & Backend team of software engineers to own and extend the feature set offering to customers and therefore the overall solution reach of Flex. Flex is Twilio’s contact center platform and is a unique solution that provides customers with the building blocks they need to build a fully customized contact center solution to meet their needs. Responsibilities In this role, you’ll: Own and deliver delightful experiences for Twilio customers while: Be a champion for your team, setting individuals up for success and putting others’ growth first. Understand the architecture and processes required to build and operate always-available complex and scalable distributed systems in cloud environments. Advocate agile processes, continuous integration and test automation. Be a strategic problem solver and thrive operating in broad scope, from conception through continuous operation of 24x7 services. Exhibit strong communication skills: in person, or on paper. You can explain technical concepts to product managers, architects, other engineers, and support. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required: You have a minimum of 10+years experience with 5 years of proven track record of leading and managing software teams. Experience managing multiple workstreams within the team Bachelor’s or Master’s degree in Computer Science, Engineering or related field. Technical Experience with: REST APIs Programming languages: Java/GoLang Relational databases like MySQL container technologies - Docker/Kubernetes. modern automated testing and CI/CD pipelines. SaaS Telemetry and Observability tools such as Datadog, Graphana, Prometheus. Excellent problem solving, critical thinking, and communication skills. Broad knowledge of development environments and tools used to implement and build code for deployment. Have strong familiarity with agile processes, continuous integration, and a strong belief in automation over toil. As a pragmatist, you are able to distill complex and ambiguous situations into actionable plans for your team. Owned and operated services end-to-end, from requirements gathering and design, to debugging and testing, to release management and operational monitoring. Desired Previous experience of the below would be a great plus: Contact Center and Customer Engagement solutions Delivering Billing solutions Location This role will be remote, and based in India(Karnataka, Tamil Nadu, Telangana, Maharashtra & New Delhi) Travel We prioritise connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Show more Show less

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio. Join the team as our next Software Engineer(L3), Warehouse Activation. About The Job This position is needed to manage and grow a team focused on Twilio Segment Warehouse Activation. As a Software Engineer(L3) in the Warehouse Activation group, you’ll build and scale systems that process 1B+ rows per month, helping our customers unlock value of our customer data platform (CDP). The team you will contribute tohelp lead will have a deep understanding of large distributed systems and data processing at scale. In addition, the systems you manage connect directly to customer Data Warehouses such as Snowflake and Databricks. In your role you will be responsible for understanding Data Warehouse APIs and how to best integrate with these systems at high scale. We iterate quickly on these products and features and learn new things daily — all while writing quality code. We work closely with product and design and solve some of the toughest engineering problems to unlock new possibilities for our customers. If you get excited by building products with high customer impact — this is the place for you. Responsibilities In this role, you will: Design and build the next generation of Warehouse Activation platform, process billions of events, and power various use cases for Twilio Segment customers. This encompasses working on stream data processing, storage, and other mission-critical systems Ship features that opt for high availability and throughput with eventual consistency Collaborate with engineering and product leads, as well as teams across Twilio Segment Support the reliability and security of the platform Build and optimize globally available and highly scalable distributed systems Mentor other engineers on the team in technical architecture and design Partner with application teams to deliver end to end customer success. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required 5+ years of experience writing production-grade code in a modern programming language Strong theoretical fundamentals and hands-on experience designing and implementing highly available and performant fault-tolerant distributed systems. Experience programming in one or more of the following: Go, Java, Scala, or similar languages Well-versed in concurrent programming, along with a solid grasp of Linux systems and networking concepts. Experience operating large-scale, distributed systems on top of cloud infrastructure such as Amazon Web Services (AWS) or Google CloudCompute Platform (GCP) Experience in message passing systems (e.g., Kafka, AWS Kinesis) and/or modern stream processing systems (e.g., Spark, Flink). Have hands-on experience with container orchestration frameworks (e.g. Kubernetes, EKS, ECS) Experience shipping services (products) following CI/CD development paradigm. Strong understanding of architectural patterns of high-scale web applications (e.g., well-designed APIs, high volume data pipelines, efficient algorithms) Ideally domain expertise in the Modern Data stack with experience in developing cloud-based data solution components and architecture covering data ingestion, data processing and data storage Have a track record of successfully delivering on large or complex projects delivered iteratively. Strong written and verbal technical communication skills to convey complex technical concepts effectively. Comfortable asking questions and taking initiative to solve problems where it is often necessary to “draw the owl” Location : This role will be remote and based in India(Karnataka, Maharashtra, New Delhi, Tamil nadu and Telangana) What We Offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Show more Show less

Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio. Join the team as our next Staff Software Engineer, Warehouse Activation About The Job This position is needed to lead in a technical capacity a team focused on Twilio Segment Warehouse Activation. As a Staff Software Engineer in the Warehouse Activation group, you’ll build and scale systems that process 1B+ rows per month, helping our customers unlock value of our Customer Data Platform (CDP). The team you will help lead will have a deep understanding of large distributed systems and data processing at scale. In addition, the systems you manage connect directly to customer Data Warehouses such as Snowflake and Databricks. In your role you will be responsible for understanding Data Warehouse APIs and how to best integrate with these systems at high scale. We iterate quickly on these products and features and learn new things daily — all while writing quality code. We work closely with product and design and solve some of the toughest engineering problems to unlock new possibilities for our customers. If you get excited by building products with high customer impact — this is the place for you. Responsibilities In this role, you will: Design and build the next generation of Warehouse Activation platform, process billions of events, and power various use cases for Twilio Segment customers. This encompasses working on stream data processing, storage, and other mission-critical systems. Ship features that opt for high availability and throughput with eventual consistency Collaborate with engineering and product leads, as well as teams across Twilio Segment Support the reliability and security of the platform Build and optimize globally available and highly scalable distributed systems Be able to act as a team Tech Lead as needed Mentor other engineers on the team in technical architecture and design Partner with application teams to deliver end to end customer success. Qualifications Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required 8+ years of experience writing production-grade code in a modern programming language Strong theoretical fundamentals and hands-on experience designing and implementing highly available and performant fault-tolerant distributed systems. Experience programming in one or more of the following: Go, Java, Scala, or similar languages Well-versed in concurrent programming, along with a solid grasp of Linux systems and networking concepts. Experience operating large-scale, distributed systems on top of cloud infrastructure such as Amazon Web Services (AWS) or Google Cloud Platform (GCP) Experience in message passing systems (e.g., Kafka, AWS Kinesis) and/or modern stream processing systems (e.g., Spark, Flink). Have hands-on experience with container orchestration frameworks (e.g. Kubernetes, EKS, ECS) Experience shipping services (products) following CI/CD development paradigm. Deep understanding of architectural patterns of high-scale web applications (e.g., well-designed APIs, high volume data pipelines, efficient algorithms) Ideally domain expertise in the Modern Data stack with experience in developing cloud-based data solution components and architecture covering data ingestion, data processing and data storage Have a track record of successfully leading teams, large projects, or owned and built an important, complex system end to end, delivered iteratively. Excellent written and verbal technical communication skills to convey complex technical concepts effectively. Location : This role will be remote and based in India(Karnataka, Maharashtra, New Delhi, Tamil nadu and Telangana) What We Offer There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Show more Show less