Jobs at Twilio

Build and scale Twilio Segment data pipeline systems processing hundreds of thousands of data points per second. Responsibilities include designing high-scale routing and ingestion systems, operating distributed cloud services, collaborating cross-functionally, communicating technical decisions, mentoring engineers, and participating in on-call support and reliability improvements.

Develop dashboards, reports, metrics, and quantitative analyses that inform product and strategic business decisions. Partner with technical program managers, product leaders, and business stakeholders to source, prepare, analyze, and document data. Use SQL and Tableau to communicate insights, improve product performance, standardize reporting, and support data quality and dashboard adoption.

Provides technical account management and support for strategic Twilio customers. Troubleshoots complex application, network, cloud, and API issues; collaborates with developers, architects, Product, and Engineering teams; files reproducible bug reports; analyzes customer trends; and recommends improvements to reduce downtime and enhance support processes. The role supports Eastern Time hours, manages dedicated accounts, and may require occasional travel and holiday coverage.

Own end-to-end product analytics projects, from ambiguous problem definition through actionable insights. Partner with product managers to define metrics, build dashboards, and support product strategy. Use SQL and BI tools to analyze data, maintain standardized metrics and documentation, ensure data quality, and manage multiple initiatives. Translate findings into clear recommendations for stakeholders while leveraging AI tools to improve analytics workflows.

Leads Twilio Segment’s data platform and pipeline engineering team, building high-scale ingestion, routing, and distributed data-processing systems. Responsibilities include architecting reliable cloud systems, guiding technical decisions, improving cost and performance, mentoring engineers, driving agile and automation practices, and translating technical strategy for stakeholders. The role requires managing software teams, overseeing multiple workstreams, and maintaining operational excellence across highly available systems processing large volumes of data.

Develop and execute APJ digital marketing strategies for Twilio’s CPaaS portfolio. Manage multichannel campaigns across search, display, paid social, email, programmatic, and SEO; optimize performance; and use analytics and CRM platforms to report on KPIs. Partner with campaign, product, field, and analytics teams to generate demand, build pipeline, improve customer engagement, and support regional marketing priorities.

Manage nonprofit customer accounts and complete sales cycles, including lead qualification, acquisition, solution selling, closing, renewals, upselling, and cross-selling. Understand customer business and technical requirements to design Twilio platform solutions. Maintain sales forecasts and pipelines in Salesforce, execute automation strategies, prevent churn, collaborate with cross-functional teams, and improve sales processes while developing expertise in the social impact market.

Manage Twilio Marketing’s global OPEX budget, including headcount modeling, program spend tracking, forecasting, budget pacing, and fund redeployment. Partner with Accounting, Procurement, and senior Marketing leaders on accruals, purchase orders, financial planning, ROI analysis, and strategic decisions. Modernize FP&A workflows through automation, analytics, and enterprise planning systems while supporting profitable growth.

Design and build cloud security tooling, automation, and AI-enabled threat-hunting capabilities. Perform threat modeling, incident response, security research, architecture reviews, and detection engineering. Develop SIEM and SOAR integrations, automate security processes, address AI-related threats using MITRE ATLAS, and contribute to multi-year security roadmaps. Collaborate across engineering and business teams, prioritize security improvements, support on-call operations, and mentor team members.

Lead new-business acquisition and consultative solution sales for Twilio’s Messaging, Voice, and Email products across financial-services organizations. Prospect, manage analytical sales cycles, design technical solutions, negotiate contracts, maintain Salesforce forecasts, and achieve quota targets. Partner with product, finance, legal, pricing, carrier relations, and solutions engineering teams while developing territory strategies and representing customer needs.

Design, develop, and operate high-quality Java applications, microservices, and distributed cloud systems for Twilio’s identity and access management platform. Collaborate across teams to deliver features, conduct code reviews, troubleshoot production issues, document technical solutions, and maintain coding standards. Use GitHub, Jira, and build/deployment systems while supporting scalable authentication and authorization services.

Provide personalized onboarding support for A2P customers, resolve onboarding issues, offer compliance guidance, manage SLAs and credit utilization, and support customer accounts. Partner with operations teams, conduct customer calls, report metrics, document interactions, diagnose product issues, and communicate trends to product teams. The role requires direct client engagement, A2P compliance expertise, prioritization, independent work, and cross-functional collaboration.

Provides email and phone support for global phone number operations, including number porting, short codes, Sender IDs, carrier notifications, and customer escalations. Troubleshoots intermediate-to-advanced issues, maintains documentation, monitors queues and SLAs, performs root cause analysis, collaborates with technical teams on process improvements, and coaches teammates. The role also supports quality audits and team/process management during a manager’s absence.

Leads Twilio’s North American escalation management team, serving as the executive liaison for high-visibility customer incidents. Drives systemic process improvement, escalation reduction, product influence, strategic planning, governance, resource forecasting, and cross-functional initiatives. Builds escalation runbooks, SOPs, OLAs, and reporting processes while mentoring team members and improving de-escalation capabilities across Support and Operations.

Manage strategic enterprise customer relationships for Segment, driving platform adoption, value realization, retention, and account growth. Develop customer roadmaps, advise executive stakeholders, identify risks and expansion opportunities, and coordinate with sales, engineering, product, marketing, support, and professional services. Analyze account portfolios, resolve complex technical challenges, and create tailored strategies that improve customer outcomes and revenue.

Lead technical presales activities for Twilio’s ISV customers, including discovery, solution architecture, product demonstrations, proofs of concept, RFPs, technical presentations, and enablement. Partner with Account Executives, guide customers on Twilio APIs, build trusted relationships with technical and executive stakeholders, support complex deals, contribute reusable sales materials, participate in architectural decisions, and mentor Solutions Engineers.

Drive new business across Latin America by prospecting, building sales pipelines, assessing customer needs, presenting Twilio communications solutions, managing complex sales cycles, collaborating on onboarding, and exceeding sales targets. Build relationships with key stakeholders, monitor market trends, and position Twilio’s Messaging, Voice, and Flex products effectively. The role is remote from Colombia with approximately 30% travel.

Lead a global team of quota-carrying account executives serving social impact customers. Drive enterprise new business, cross-sell and upsell growth, strategic account management, complex deal execution, pipeline generation, forecasting, and sales operating cadence. Recruit, coach, train, and manage AE performance while developing customer relationships with C-suite and technical stakeholders and sharing best practices across the organization.

Lead global pricing and monetization strategy for product-led growth. Build price-optimization models, design executive dashboards (Tableau/Looker), analyze sales and usage data, and drive cross-functional execution to maximize revenue and simplify customer purchasing.

Owns strategic enterprise accounts across EMEA, especially Southern Europe, by driving revenue and gross profit growth through cross-selling, upselling, and new business development. Responsibilities include managing customer relationships, selling complex communications solutions to technical and business audiences, preparing pricing proposals, negotiating contracts, tracking financial performance, and maintaining customer satisfaction.