Teams at Twilio

Manage and develop a global team of Personalized Support Engineers serving strategic enterprise customers. Oversee complex technical issue resolution, proactive guidance, escalations, incident management, and customer advocacy. Improve support processes, standards, reporting, and operational frameworks while collaborating with Engineering, Product, Supportability, Readiness, and Technical Account Management teams. Hire, onboard, coach, and enable team members while driving performance, collaboration, and customer outcomes.

Provide technical support for Twilio customers using the Console platform and related communications products. Troubleshoot complex technical and QoS issues, communicate with technical and non-technical users, manage escalations, document trends, report bugs through JIRA, and collaborate with Product, Engineering, Sales, partners, and Customer Success teams. The role follows a 24x7 support model and may require irregular weekend or holiday shifts.

Provides proactive executive support through complex calendar and travel management, meeting coordination, communications, event planning, expense preparation, and project tracking. Partners with executives and their teams to prioritize work, drive accountability, streamline processes, and execute leadership summits and strategic gatherings. The role requires strong discretion, organization, communication, cross-functional relationship-building, contract and procurement experience, and proficiency with administrative tools.