Jobs at Twilio

Oversee international payroll operations across EMEA, ensuring accurate, timely, and compliant processing across multiple countries. Manage payroll vendors, employee inquiries, tax filings, reconciliations, journal and accrual preparation, equity transactions, audits, and internal controls. Partner with People, Benefits, Finance, Accounting, HRIS, Legal, and external providers. Improve payroll processes, documentation, standardization, and employee experience while meeting legal and internal deadlines.

Support customers using Twilio’s Programmable Messaging API by troubleshooting message deliverability, debugging code, and guiding SMS application development through phone, email, and chat. Collaborate with Product and Engineering teams to report bugs, document customer issues, and improve support processes. The role requires strong technical troubleshooting, communication, time management, and customer de-escalation skills.

Staff Site Reliability Engineer responsible for the reliability, availability, performance, capacity, and recovery of production services. Designs resilient distributed systems, defines SLIs and SLOs, builds reliability automation, leads incident response, conducts post-mortems, reduces operational toil, and coordinates complex cross-team projects. The role requires hands-on coding, architecture, observability, production operations, mentorship, and ownership of significant platform areas.

Lead technical response to security events across Twilios global cloud infrastructure: triage, contain, remediate, document incidents, create runbooks, automate workflows with SIEM/SOAR, participate in on-call rotation and RCAs, drive post-incident improvements, mentor teammates, and integrate AI-driven detections and threat intelligence.

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.

Provide technical customer support for account administration, billing, usage, pricing, and Quality of Service issues. Troubleshoot escalations through email, chat, and phone; investigate REST API and cloud solution problems; communicate resolutions; report bugs; document knowledge; and collaborate with Product, Engineering, Support, and R&D teams. The role requires rotating 24/7 shifts, including potential weekends and holidays, and occasional travel for in-person meetings.

Design, implement, operate and scale low-latency, high-throughput real-time backend services for Voice. Own services through full SDLC including requirements, design, CI/CD, monitoring, on-call support, incident response, and cross-functional collaboration to deliver robust, scalable solutions.

Lead technical presales activities for new business and strategic customers, including discovery, solution architecture, demonstrations, proofs of concept, RFPs, technical presentations, and enablement. Partner with Account Executives, guide customers on Twilio APIs and communications solutions, build trusted relationships with technical and executive stakeholders, solve complex problems, create reusable demonstration materials, and mentor junior presales engineers. The role requires German proficiency and approximately 35% travel.

Design, build, and operate core billing platform services and REST APIs at scale. Implement new features and services, ensure reliability and observability, troubleshoot production issues, own microservices and infrastructure lifecycle, collaborate with product and stakeholders, and follow full SDLC with documentation and testable code.

Lead and mentor a senior engineering team to design and operate Twilio's low-latency, high-throughput voice media processing stack. Drive architecture and technical roadmaps, ensure reliability and performance under strict SLOs, balance feature delivery with technical debt reduction, and collaborate across product and platform teams to scale global real-time media systems.

Design and implement AI/ML features for conversation intelligence: build end-to-end pipelines from data ingestion and feature engineering to model development, validation, deployment, and monitoring. Instrument services with metrics and telemetry, participate in on-call rotations and progressive rollouts, and collaborate across teams to review code and improve production inference reliability and performance.

Lead architecture and delivery of Twilio's observability platform: design telemetry pipelines, unify logs/metrics/traces, build developer tooling, drive OpenTelemetry adoption, mentor engineers, and ensure scalable, cost-effective observability at platform scale.