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.

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.

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.