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Provide technical support for Twilio's Programmable Messaging API to developers and enterprise customers. Troubleshoot message deliverability, debug customer code, guide SMS application development, and communicate through phone, email, and chat. Collaborate with Product and Engineering using Slack and Jira to report bugs and improve processes. The role requires strong technical troubleshooting, web technology knowledge, programming familiarity, customer communication, and de-escalation skills.

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.

Leads Developer Evangelism across North and Latin America, setting regional strategy, managing and mentoring Developer Evangelists, building developer community engagement, and partnering with Marketing, Product, Sales, and other teams. Owns program success through metrics, stakeholder communication, cross-functional collaboration, and initiatives that improve developers’ experience with Twilio products. The role is remote in the US and includes approximately 10% travel.

Designated technical contact for strategic customers, resolving complex issues, troubleshooting server- and client-side code and network connectivity, collaborating with product and engineering, proactively advising customers to reduce downtime, analyzing customer trends, and managing dedicated accounts.

Provides 24/7 technical support to top-tier customers, troubleshooting REST APIs, cloud solutions, connectivity, and communications platforms. Collaborates with developers, architects, partners, Technical Account Managers, Product, and Engineering teams to resolve complex issues, prioritize urgent tickets, meet short SLAs, and report reproducible bugs. The role requires shift and possible weekend or holiday coverage, strong customer communication, workflow optimization, and occasional travel for in-person meetings.

Provides personalized onboarding support for A2P customers, resolves onboarding issues, offers compliance guidance, manages SLAs and credit utilization, handles customer communications, tracks interactions, identifies product trends, and partners with operations, account, and product teams to improve onboarding outcomes.

Leads a global team of Escalation Managers, providing coaching, onboarding, performance guidance, and process improvement. Oversees sensitive customer escalations, incidents, queue management, post-mortem reviews, executive communications, reporting, and technical projects. Partners cross-functionally to resolve complex customer issues, improve operational consistency, support talent acquisition, and drive team engagement.

Provides advanced technical support for Twilio APIs, SDKs, and software platforms through phone, email, chat, and other channels. Resolves complex customer issues, troubleshoots application and network problems, manages escalations and incidents, meets SLA targets, documents technical findings, identifies adoption and upsell opportunities, mentors teammates, contributes to knowledge articles, and participates in process improvement and on-call rotations.