Twilio

Customer Support

• Directly manage and lead a regional team of Sales Support Specialists, providing day-to-day guidance, performance management, and professional mentorship.
• Standardize regional playbooks for Tasks, Tickets, Cases, and Deal-related Workflows to ensure global consistency and accountability.
• Analyze team utilization and performance metrics to shift from anecdotal feedback to data-driven resourcing decisions.
• Optimize SSS:AE alignment to ensure Account Executives receive equitable and efficient support for high priority deals.
• Collaborate with the Chief of Staff and cross-functional Ops teams to identify and solve recurring bottlenecks in the sales workflow.

Sales Support Specialist – Manager

Manager

• Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers.
• As the Personalized Support Manager, you will be the coach and leader for a team of TAMs; bringing out the best in each of your team members with keen interest in their overall well being.
• You are ready to dig deep and address technical questions as well as be able to zoom out and look at the larger picture.
• A large part of your role involves understanding customer roadblocks, pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers.
• You will also be working alongside our Sales teams to manage customer accounts.
• You will enable and train new employees to supplement existing resources as needed while raising the bar on the standard of support excellence.
• You will foster a strong culture of collaboration and customer empathy in the team.

Manager, Personalized Support

Compliance

• Ensure that our supply of phone numbers meets customer demand without incurring undue inventory carrying costs.
• Ensure customer KYC meets the internal policies.
• Work closely with internal stakeholders and customers to ensure compliance with global phone number regulations.
• Serve as a domain expert on all things related to phone numbers; ally with the Sales and Support teams to serve our customers in navigating complex questions and projects.
• Design and optimize new processes to ensure our customers have an excellent experience with Twilio.
• Communicates at an intermediate level through data, graphs, and visuals
• Collaborate with Twilio’s Product and Engineering teams to troubleshoot technical problems with our internal tooling and external product offerings.

Regulatory and Inventory Operations Engineer

Software Engineer

• Engage with developers in online spaces - answering questions, joining conversations, and meeting them where they already hang out.
• Create engaging content including a blog post and video to make technical topics clear and inviting for Twilio builders.
• Plan and assist running in-person events, getting hands-on with real-world developer gatherings.
• Collaborate with different teams at Twilio to align on goals and developer engagement.
• Practice communicating plans and sharing updates with teammates and stakeholders, building skills across the advocacy process.

Developer Advocacy Intern

Operations

• Manage user setup, roles, profiles, permissions, and security settings
• Serve as the escalation point for advanced user requests and troubleshoot complex and multi-instance issues
• Ensure Compliance with security and access governance policies
• Monitor system usage and adoption to recommend improvements
• Maintain page layouts, workflows, validation rules, and approval processes
• Perform data audits and investigations across systems to enhance firmographic information
• Fix data issues following standard operating procedures and data policies
• Monitor and Manage Salesforce case queues to meet SLAs
• Oversee the synchronization of Salesforce data with ERP/Billing systems to ensure seamless order-to-cash cycles
• Provide documentation for implementation changes to data quality standards
• Partner with Sales Ops, Finance, IT, and Business Stakeholders to identify and drive automation advances that improve operational efficiency
• Support UAT and deployments while developing training materials to empower our end users

Systems Ops Administrator

Manager, Sales Support Specialists

• Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers.
• Assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies.
• Address technical questions as well as be able to zoom out and look at the larger picture.
• Understand customer roadblocks and pain points and advocate in a data driven way with product management and engineering teams.

Product Marketing

• Program Tracking & Status Reporting: Own and maintain trackers, dashboards, and weekly status updates across active sales plays. Surface blockers, milestones, and progress to program leads and senior stakeholders in a clear, consistent format.
• Cross-Functional Coordination: Schedule and facilitate syncs across Sales, Marketing, Enablement, Product, and Operations. Follow up on action items and help keep multiple work streams aligned and on track throughout the play lifecycle.
• Sales Play Documentation: Draft, organize, and maintain play briefs, playbooks, and process documents. Translate strategy discussions and stakeholder inputs into clear written assets that sales teams can act on.
• Data Analysis & Insights: Pull and analyze data to help evaluate play performance against KPIs. Prepare concise summaries and visualizations that inform go/no-go decisions and continuous improvement efforts.
• Sales Play Development Support: Assist in the design and scoping of new sales plays by researching customer segments, competitive positioning, and product alignment. Help the team move from idea to a structured, executable play.
• Sales Enablement Collaboration: Partner with the Enablement team to help build out training materials, talk tracks, and resources that equip the sales org to execute plays with confidence.

Go-to-market Analyst Intern

Systems Engineer

• Work with the GTM Automation Systems team on evolving a Salesforce data model that is technically scalable, easily reportable, and functionally intuitive for end users.
• Utilize SOQL API’s, Apex controllers, Apex Web Services, Apex callouts, and other development tools to build custom functionality that tailors our sales systems to our unique business and operating model.
• Participate in technical analysis activities together and document requirements for application Integration and also involved in integration design activities working with architects and other stakeholders.
• Review and assure quality in all code entering our codebase.
• Continually evaluate and refactor our existing codebase for increased extensibility.
• Architect and implement solutions specifically designed to stay within Salesforce multi-tenant constraints (e.g., Heap Size, CPU timeouts, and SOQL limits).
• Ability to learn new technologies depending on project requirements.

Senior Sales System Engineer

Full-stack Engineer

• Design and build large-scale distributed messaging and media systems with a focus on reliability, availability, scalability and performance.
• Work closely with stakeholders and product teams to gather business requirements and translate them into effective technical solutions.
• Own your code end-to-end from development to deployment and provide operational support through on-call rotations.
• Take ownership of troubleshooting and resolving operational issues, with opportunities to enhance existing troubleshooting processes and tools.
• Participate in the refinement of the team's ticket backlog, estimating work and follow Agile ceremonies.
• Mentor early in career engineers and contribute to a culture of continuous learning and improvement.

Software Engineer, Level 2

• Inspire and equip developers to build with Twilio products, ensuring an exceptional developer experience with Twilio.
• Be an active and authentic leader in the developer community wherever they gather online and offline.
• Navigate cross-functional collaboration and partner within Twilio to align with program and engagement objectives.
• Define and own the strategy for Developer Evangelism within the Americas region through cross-functional team collaboration and stakeholder management.
• Communicate project plans, progress, and outcomes effectively to stakeholders at all levels within the North and Latin America regions and across the company.
• Practice servant leadership for the organization, developing the careers of the regional Evangelists.
• Define success and expand various Evangelism projects, programs, internal and external collaboration initiatives, through a metrics-driven approach.
• Contribute to the Developer Network’s strategy as a member of the extended leadership team, reporting directly to the Global Director.
• Mentor and nurture the next generation of Developer Evangelists within the org.
• Partner cross-functionally across the company, across Marketing, Product and Sales.
• Work with all levels of Twilio’s leadership, while representing the regional team.

Senior Manager, Developer Evangelism

Administration

• Improve our Salesforce.com platform and ensure data excellence across the organization.
• 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.
• Mentor junior administrators and provide guidance on best practices.

Technical Administrator 2

Marketing

• Execute field marketing programs to drive lead generation and pipeline acceleration, including physical and digital events, webinars, outbound prospecting campaigns, and account-based marketing activities across ANZ.
• Partner closely with the ANZ sales team to understand pipeline needs, gather field feedback, and ensure marketing programs are aligned to sales priorities and customer segments.
• Localise and adapt global and regional campaign messaging, content, and assets for the ANZ market, ensuring relevance for Australian and New Zealand audiences.
• Plan and deliver in-person events end-to-end — from venue selection and agency management to attendee registration, content development, F&B logistics, and post-event lead follow-up.
• Launch and manage integrated digital campaigns across channels including email, social media, paid media (display, search), and paid advertorial in partnership with the APJ Campaign Marketing and Digital Marketing teams.
• Support account-based marketing (ABM) programs, working with sales and marketing operations to target key accounts with tailored content and campaigns.
• Work closely with the SDR/BDR team to ensure smooth lead handoff, follow-up alignment, and feedback loops that improve the quality and conversion of marketing-generated leads.
• Track, analyse and report on campaign and program performance using CRM and BI tools, providing regular updates to the Field Marketing Director and key stakeholders on ANZ marketing results, learnings, and wins.
• Collaborate with marketing operations to manage and optimise marketing automation workflows and ensure accurate data capture and lead routing within Salesforce and Marketo.
• Manage third-party vendors and agencies to support event execution, content production, and media placements, ensuring deliverables are on time, on budget, and on brand.
• Contribute to planning documentation, writing clear and concise project plans, campaign briefs, and post-event reports to keep stakeholders aligned and informed.

Field Marketing Specialist

Graphics Designer

• Assist Senior Designers and Art Directors in the production of high-quality visual assets for digital, social, and print platforms.
• Learn and apply Twilio’s brand guidelines rigorously, ensuring every piece of work aligns with our visual identity.
• Take direction and feedback from creative leads to iterate on designs, helping to move projects from concept to final delivery.
• Prepare files for production, including resizing assets for various channels, styling presentations, and organizing creative libraries.
• Participate in creative brainstorms and team meetings, bringing fresh perspectives and a "builder" mindset to the table.

Graphic Design Intern

Solutions Engineer

• Lead, mentor, and scale the North American Solution Engineering team.
• Work closely with sales leadership to develop and execute strategies that drive customer acquisition, expansion, and retention.
• Oversee the technical aspects of customer engagements, including solution design and implementation strategies.
• Serve as a senior technical advisor and advocate for customers within Twilio Segment.
• Collaborate with Product, Engineering, Marketing, and Customer Success teams to ensure a cohesive customer experience.
• Maintain deep technical and product knowledge of the Twilio Segment platform and encourage continuous learning and development within the team.

Sales Support Specialist – Manager

Manager, Personalized Support

Regulatory and Inventory Operations Engineer

Developer Advocacy Intern

Systems Ops Administrator

Manager, Sales Support Specialists

Manager, Personalized Support

Go-to-market Analyst Intern

Senior Sales System Engineer

Software Engineer, Level 2

Senior Manager, Developer Evangelism

Technical Administrator 2

Field Marketing Specialist

Graphic Design Intern

Director, Product Specialists – Solutions Engineering