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.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
.
- 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).
- Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.
- Overall 3+ years experience, with 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.
- 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
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.
Skills Required
- Overall 3+ years experience with deep understanding of Email infrastructure (MUA, MTA)
- Good knowledge of RESTful technology and experience working with APIs and cloud solutions
- Good understanding of SMTP and encryption-based Internet security protocols (SSL, TLS)
- Troubleshooting network connectivity issues with understanding of TCP/UDP and basics of SSL/TLS
- High competency communicating complex technical issues to technical and non-technical audiences via phone and email
- Excellent written and verbal communication skills
- Ability to prioritize tasks and evaluate situational urgency
- Willingness to work shift schedules (including weekends) and participate in rostering
- Knowledge of POP3, IMAP and client-server protocols (Tenet) - listed as a bonus
- Advanced time management and ability to work under pressure
- Ability to influence and build effective cross-organizational relationships
- Basic understanding of cURL and Webhooks
- Basic SQL knowledge to query data from Snowflake
- Interest in using customer feedback to drive product improvements
Twilio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Twilio and has not been reviewed or approved by Twilio.
-
Healthcare Strength — Healthcare coverage spans medical, dental, vision, mental-health programs, and core protections like life and disability insurance. Wellness options and stipends are also emphasized to support ongoing wellbeing.
-
Parental & Family Support — Paid leave for maternity, paternity, and adoption is described as robust. Financial assistance for adoption and fertility needs further extends family support.
-
Leave & Time Off Breadth — Generous PTO, paid holidays, sick days, and dedicated volunteer time are highlighted, with some teams operating an unlimited time-off approach. Company-wide breaks reinforce the ability to take meaningful time away from work.
Twilio Insights
What We Do
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
_0.png)
.jpeg)
