Twilio

Technical Account Manager

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

Machine Learning Engineer

• Develop and Deploy AI/ML Models: Build and deploy machine learning models by leveraging NLP, recommendation systems & GenAI-powered applications, to production environments, ensuring they meet the diverse needs of Twilio's verticals and customer base.
• Collaborate Across Teams: Work closely with product, program, analytics, and engineering teams to implement and refine machine learning, statistical, and forecasting models that drive business outcomes.
• Utilize Advanced Technical Stack: Leverage our technical stack, including Python, SQL, R, AWS (Sagemaker, Lambda, S3, Kendra), MySQL, and libraries such as Pandas, NumPy, SciKit-Learn, XGBoost, Matplotlib, and Keras, to develop robust and scalable AI/ML solutions.
• Integrate Enterprise Data Sources: Effectively utilize enterprise data sources like Salesforce and Zendesk to inform model development and enhance predictive accuracy.
• Harness the Power of LLMs: Apply knowledge of Large Language Models (LLMs) such as OpenAI's GPT models, Claude, Gemini, Llama, Whisper, and Groq to develop innovative GenAI use cases and solutions.

Staff Machine Learning Engineer, L4

Engineer

• Implement IAM Architecture: Integrate and deploy enterprise-level IAM solutions, APIs, and integrations focused on core security principles, including Least Privilege Access (LPA) and Zero Trust.
• Environments: Work across a diverse technical landscape, rapidly deconstruct new environments whether you’re writing logic in a script or a visual canvas. Bridge the gap between custom code and no code platforms.
• Prioritize and champion an "Everything-as-Code" mentality for IAM and access management processes, eliminate manual tasks related to access provisioning and deprovisioning by turning it into an automation.
• Privileged Access Management (PAM): Actively contribute to developing and maintaining the strategy for managing and securing Privileged Accounts (User and Service Accounts), reducing attack surface area, and enhancing monitoring capabilities.
• Compliance & Audit: Lead participation in security audits, risk assessments, and mitigation activities, ensuring all IAM controls meet stringent regulatory and internal compliance standards
• Innovation & Modernization: Dive into new security technologies frequently, championing the implementation of bleeding-edge authentication standards and advanced access control models
• System Integration & Development: Integrate identity platforms with core enterprise applications (e.g., ServiceNow, JIRA) using REST APIs and common identity protocols. Contribute to internal frontend libraries and frameworks to build self-service access interfaces.
• Operational Support: Participate in a 24x7 on-call rotation to quickly resolve high-severity issues impacting authentication and access for the enterprise.

Engineer, Identity & Access

Full-stack Engineer

• Co-lead the design and development of our software infrastructure, driving technical vision and strategy to ensure scalability, reliability, and performance.
• Drive the development of sophisticated, stateful web applications. You will oversee the integration of complex React-based front-ends with backend modular services, ensuring a seamless UI experience.
• Serve as developer leader in distributed systems, data technologies, with strong software engineering skills.
• Drive technical innovation and research to stay at the forefront of emerging data technologies and best practices.
• Mentor and elevate a team of high-performing engineers. You don’t just write great code; you foster a culture of technical excellence, helping senior and mid-level engineers level up through deep-dive code reviews and architectural workshops.
• Collaborate closely with cross-functional teams to understand business requirements and translate them into scalable and efficient technical solutions.
• Continuously adapt to the evolving JavaScript ecosystem to maximize engineering efficiency.
• Ensure data quality, integrity, and security throughout the data lifecycle, adhering to industry best practices and compliance standards.

Staff Software Engineer – L4

Analyst

• Execute regular audits and "spot checks" across different processes like annual review cycle. Ensure 100% adherence to company policies and LATAM labor laws.
• Act as a subject matter expert to influence decision-making across various stakeholders (Recruiters, HRBPs, and Business Leaders). Ensure all compensation-related decisions remain strictly within the framework of company policy and local legislation.
• Conduct deep-dive analyses on compensation trends and prepare clear, data-backed reports to support strategic decision-making.
• Perform market pricing for new roles and assist in the annual update of salary structures. Review and approve salary offers and internal mobility cases (promotions/transfers) to maintain internal equity.
• Serve as the primary Point of Contact (PoC) for employee inquiries regarding benefits and resolve complex queries.
• Manage relationships with external benefit providers and lead negotiations for renewals or service improvements. Oversee the end-to-end invoice approval process, ensuring financial accuracy.
• Investigate anomalies and coordinate root cause analysis for process failures. Implement corrective actions and escalate high-risk cases with well-documented mitigation plans.

Total Rewards Analyst

Network Engineer

• Build, operate and support the global Twilio IT network infrastructure.
• Keep track of network assets, including network hardware and software.
• Monitor the network performance, availability, utilization, throughput and latency, providing measurable metrics to the IT leadership team.
• Work closely with stakeholder teams to determine current and future network needs.
• Prioritize projects and work based on business priorities using the Scale Agile Framework (SAFe).
• Develop methods and tools to be used to test and implement new LAN/WAN systems.
• Analyze the current network structure and collaborate on how to make the network more efficient, scalable and sustainable.
• Formulate strategies to maintain and upgrade network systems efficiently.
• Respond to incidents, engage in network troubleshooting activities to determine root cause and resolve network issues.
• Create and maintain documentation for network design, IT network standards and process.

Senior Network Engineer

Platform Engineer

• Lead and develop a team of engineers responsible for Twilio's secure supply chain infrastructure, including source control management (SCM), build systems, and artifact management platforms
• Define and execute strategic vision for secure supply chain capabilities that create leverage and centralize the cost of change across the entire engineering organization
• Partner closely with Security, Compliance, and Product Engineering leadership to establish and enforce secure supply chain standards, policies, and best practices company-wide
• Drive operational excellence through metrics, service level objectives, and continuous improvement initiatives that balance security requirements with developer productivity
• Build and maintain strong relationships with internal customers and stakeholders, translating business needs into technical solutions and roadmap priorities
• Develop engineering talent through coaching, mentorship, and career development while fostering a culture of ownership, collaboration, and technical excellence
• Champion automation, self-service capabilities, and platform thinking to scale secure supply chain practices across Twilio's diverse product portfolio
• Collaborate with peer engineering leaders across the Platform organization to ensure cohesive technical strategy and efficient delivery
• Communicate technical strategy, progress, and challenges effectively to senior leadership and cross-functional stakeholders

Senior Manager, Platform Engineering – Secure Supply Chain

• Design, develop, test and deploy features alongside a small, distributed collaborative team to build highly scalable and available services
• Collaborate with other cross-functional teams, product managers, designers, and engineers to build compelling user experiences for developers and end users
• Ensure quality by writing unit, integration, and load tests, as well as conducting thorough code reviews
• Work independently to troubleshoot/determine resolution for issues in your team's domain
• Build new features for both internal and customer-facing applications to ensure seamless integration and great customer experience

Software Engineer

Support Engineer

• Troubleshoot technical issues related to Voice, Platform Applications, and Segment
• Maintain customer promises by keeping tickets updated within SLA
• Use feedback to improve customer experience and debugging strategies
• Improve team efficiency by creating internal content and improving the KCS knowledge base
• Work closely with the product team and account team to improve customer satisfaction
• Participate in an on-call rotation to support our Enterprise level customers with paid support plans

Technical Support Expert

Business Development Rep

• Lead the New Technologies Business Development team in the GTM Innovation organization
• Influence key customer champions and buyers’ decision-making
• Drive market and ecosystem development for new solution areas
• Think strategically and communicate GTM’s perspective on evolving market trends
• Educate customers on solving critical business problems
• Drive commercial success from design through GA phase on new technologies

Director – New Technologies Business Development

Account Executive

• Cultivate the continued growth of key messaging, voice and email use cases by our strategic ISV customers on the Twilio platform
• Own highly analytical and consultative sales cycles
• Partner cross functionally with services, product, and finance to develop long range account plans
• Act as the voice of the customer to Twilio’s products and carrier relations teams
• Be an active expert in the communications space - staying abreast of key industry initiatives and new capabilities

Senior Strategic Account Executive – ISV

Operations

• Lead the annual and semi-annual target-setting cycles
• Define top-down targets while collaborating with department heads
• Develop unique target setting methodologies across segments of our business
• Lead the development and maintenance of customer segmentation to identify growth opportunities
• Identify the 'tipping points' in the customer journey
• Work with Sales and Finance to ensure targets enable Twilio to achieve broader strategic goals
• Present target proposals to senior leadership
• Refine the planning process to reduce 'planning lag' and improve accuracy of projections

Sales Operations Planning Manager

Product Marketing

• Lead the annual and semi-annual target-setting cycles.
• Define top-down targets while collaborating with department heads to ensure bottom-up feasibility.
• Develop unique target setting methodologies across segments of our business and drive development of targets for each.
• Lead the development and maintenance of customer segmentation.
• Identify the "tipping points" in the customer journey to help set targets that encourage customer movement from lower-value to higher-value segments.
• Work with Sales and Finance to ensure that targets and their underlying methodology will enable Twilio to achieve their broader strategic goals.
• Present target proposals to senior leadership, providing data-backed narratives to gain buy-in.
• Refine the planning process to reduce "planning lag" and improve the accuracy of our projections.

Senior GTM Strategic Operations Manager

Pre-sales Engineer

• Develop your expertise of the Twilio platform, use cases and buyer personas, while staying current on CPaaS, contact center, and customer engagement industry trends
• Scope and build multi-product architectures specifically tailored for ISV and HighTech platforms, focusing on embeddable voice, AI-driven automation, and global scale.
• Support SEs by moving from architecture diagrams to "hands-on-keyboard" validation, including building proof-of-concepts (PoCs) or custom integrations.
• Lead the technical validation phase for complex deals, ensuring Twilio’s products (Voice, Flex, AI) fit seamlessly into the customer's existing ecosystem.
• Document technical shifts and "novel" solution patterns within the NAMER market to influence the R&D roadmap for ISV-specific features.

Principal Presales Engineer, Product Specialist

• Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
• Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands.
• Able to provide compliance guidance for all A2P products.
• Manage Onboarding SLAs and credit utilization for each product
• Partner with operations teams to scale onboarding volumes per assigned customer
• Join weekly calls with customers to report metrics and review any open items or additional onboarding needs
• Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio.
• Draw the Owl: Assess the nature of product or service issues and resolve basic level problems
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved.
• Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.