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As a Staff Machine Learning Engineer at Twilio, you will build and maintain data pipelines and ML infrastructure, ensuring high-quality data and model performance while collaborating with product and security teams.

Provide technical support for Twilio's Email platform across phone, email, chat and social. Troubleshoot complex issues, escalate to Product/Engineering, manage ticket queues, meet SLAs/CSAT, mentor teammates, contribute KB content, handle incident reporting and on-call duties.

Designated technical contact for strategic customers: troubleshoot complex API and cloud issues, collaborate with customer developers and Twilio engineering, file reproducible bugs, analyze customer trends, and deliver proactive guidance to reduce downtime and improve product experience.

Lead design and delivery of end-to-end prototypes and production-ready solutions for emerging AI initiatives. Drive AI R&D, mentor engineers, establish engineering standards, communicate architecture to stakeholders, and enable rapid experimentation amid high ambiguity.

Design, build, and deploy large-scale production ML systems. Train and validate deep learning and statistical models, partner with product and engineering, build scalable data pipelines, implement MLOps practices, mentor engineers, and maintain high engineering standards.

Provide personalized onboarding support for Fast Track A2P customers, manage onboarding SLAs and credit utilization, resolve compliance and product issues, run customer calls, log and categorize interactions, and coordinate with operations and product teams to scale onboarding.

Lead product strategy and execution for Twilio Flex platform: define roadmaps for services, APIs, SDKs, and developer infrastructure; evolve Flex into decomposable, AI-native components; manage and mentor a team of Product Managers; collaborate with engineering, design, architecture, and GTM; and serve as a site leader for Twilio India.

Lead and grow a team of Presales Engineers for the DACH region, partnering with Sales and cross-functional teams to set technical strategy, enable scalable programs, and accelerate the sales funnel. Drive hiring, coaching, capacity planning, and data-driven decision-making while resolving customer blocking issues and engaging with Product, Engineering, and other stakeholders to ensure successful customer outcomes.

Serve as functional owner for master data domains, maintain Golden Records, manage matching/merging and hierarchies, enforce data governance and quality, implement profiling/cleansing automation, document lineage and glossaries, and support stakeholders on data issues and projects.

Provide billing-focused technical support via email, chat and phone; troubleshoot billing, usage, QoS and API issues; escalate and verify resolutions; document reports and KB articles; collaborate with Product, Engineering and Customer Success to prioritize fixes and improve billing platform.