See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2

About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

We are looking for our next Technical Support Engineer 3 to join our Global Customer Support team in India, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.  Identifies and responds to customer escalations and thoroughly document every customer interaction

Responsibilities

In this role, you’ll:

• Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.
• Communicate complex concepts to customers. Anticipates customer questions and proactively responds with suggestions
• Identifies and responds to customer escalations. Effectively work multiple support channels (chat, phone, social, etc). Work on one concurrency chat. 
• Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets.  Meet SLA requirements per channel/role
• Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution
• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
• Mentor or provide training to other team members in case management best practices.
• Thoroughly document every customer interaction (email, phone, chat, side-channel communications). Thoroughly document every internal interaction (research, cross-team engagement). Captures technical details (logs, splunk queries, JIRA details, etc), and provides internal commentary, troubleshooting steps throughout the case. Follows established guidelines on tagging, categorizing, merging tickets. Contributes to Knowledge articles.
• Manage incidents effectively during on-call shifts. While on-call triage SDM Escalations
• Active participant in process improvement initiatives

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 2-4 years of experience
• Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms
• Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java 
• API or enterprise software experience, including technical troubleshooting skills. Hands‑on experience with web technologies and APIs, including: REST APIs/ HTTP protocol concepts/ API testing tools such as Postman or curl / Webhooks 
• Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL
• Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products)
• Fluency in English (verbal, comprehension, listening, and writing)
• Availability to work non-standard (shifts / weekend rotation), on-call rotation weekend and holiday hours.
• Ability to diplomatically address customer concerns and provide feedback

Desired:

• Bachelor's Degree or equivalent certifications and work experience
• Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
• Basic case management experience/skills
• Strong problem-solving skills and critical thinking

Location

This role will be remote, and based in India (Karnataka, Telangana, Tamil Nadu, Maharashtra, Delhi).

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 3

About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

We are looking for our next Technical Support Engineer 3 to join our Global Customer Support team in India, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.  Identifies and responds to customer escalations and thoroughly document every customer interaction

Responsibilities

In this role, you’ll:

• Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.
• Communicate complex concepts to customers. Anticipates customer questions and proactively responds with suggestions
• Identifies and responds to customer escalations. Effectively work multiple support channels (chat, phone, social, etc). Work on one concurrency chat. 
• Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets.  Meet SLA requirements per channel/role
• Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution
• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
• Mentor or provide training to other team members in case management best practices.
• Thoroughly document every customer interaction (email, phone, chat, side-channel communications). Thoroughly document every internal interaction (research, cross-team engagement). Captures technical details (logs, splunk queries, JIRA details, etc), and provides internal commentary, troubleshooting steps throughout the case. Follows established guidelines on tagging, categorizing, merging tickets. Contributes to Knowledge articles.
• Manage incidents effectively during on-call shifts. While on-call triage SDM Escalations
• Active participant in process improvement initiatives

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 5-7 years of experience
• Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms
• Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java 
• API or enterprise software experience, including technical troubleshooting skills. Hands‑on experience with web technologies and APIs, including: REST APIs/ HTTP protocol concepts/ API testing tools such as Postman or curl / Webhooks 
• Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL
• Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products)
• Fluency in English (verbal, comprehension, listening, and writing)
• Availability to work non-standard (shifts / weekend rotation), on-call rotation weekend and holiday hours.
• Ability to diplomatically address customer concerns and provide feedback

Desired:

• Bachelor's Degree or equivalent certifications and work experience
• Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
• Basic case management experience/skills
• Strong problem-solving skills and critical thinking

Location

This role will be remote, and based in India (Karnataka, Telangana, Tamil Nadu, Maharashtra, Delhi).

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Supportability Engineer 3.

About the job

This position is needed to embed customer-centricity into the product development lifecycle and eliminate friction before it reaches the user. As a Supportability Engineer, you will sit at the critical intersection of Customer Experience and R&D, serving as the technical voice of the customer. You will go beyond standard readiness; you will advocate for the customer during the design phase to prevent issues before they occur. By analyzing data and collaborating with engineering, you will influence product roadmaps, drive seamless launches, and design excellence into our products to minimize the need for reactive support.

Responsibilities

In this role, you’ll:

• Embed customer supportability requirements into the earliest stages of the Product Development Lifecycle (PDLC) by participating in design reviews and technical planning with R&D.
• Analyze support data and customer feedback to construct evidence-based business cases that influence R&D to prioritize certain improvements.
• Provide specifications for proactive product features (such as clearer error messages and diagnostic tools) to reduce friction and deflect potential support tickets.
• Orchestrate the Global Ops readiness strategy for new features, ensuring Frontline Support and Ops teams are equipped with the necessary training, documentation, and tooling prior to launch.
• Collaborate with R&D to translate complex customer use cases into actionable requirements that ensure long-term product health.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 5+ years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering, with a specific focus on complex technical products (APIs, SaaS, or Telecommunications).
• Experience working within the technology industry (Including APIs and VOIP) in either a development or support capacity. Familiarity with customer or consumer trust application(s) and systems preferred.
• Proven analytical skills with experience using data tools (such as Splunk, DataDog, Snowflake, SQL, or Tableau) to derive actionable insights from customer feedback and support trends.
• Excellent communication and influence skills, with the ability to advocate for customer needs to technical stakeholders and negotiate prioritization of supportability features.

Desired:

• Experience with project management methodologies or experience managing programs/product launches
• Proficiency in a scripting or programming language (Python, Java, Node.js) to better understand the developer experience.
• Knowledge of Design Thinking or User Experience (UX) principles to identify friction points in customer journeys.

Location

This role will be remotely based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Staff Machine Learning Engineer.

About the job

This position is needed to scope, design, and deploy machine learning systems into the real world, the individual will closely partner with Product & Engineering teams to execute the roadmap for Twilio’s AI/ML products and services.

You will understand customers need, build data products that works at a global scale and own end-to-end execution of large scale ML solutions. 

To thrive in this role, you must have a deep background in ML engineering, and a consistent track record of solving data & machine-learning problems at scale. You are a self-starter, embody a growth attitude, and collaborate effectively across organizations.

Responsibilities

In this role, you’ll:

• Build and maintain scalable machine learning solutions in production
• Train and validate both deep learning-based and statistical-based models considering use-case, complexity, performance, and robustness
• Demonstrate end-to-end understanding of applications and develop a deep understanding of the “why” behind our models & systems
• Partner with product managers, tech leads, and stakeholders to analyze business problems, clarify requirements and define the scope of the systems needed
• Work closely with data platform teams to build robust scalable batch and realtime data pipelines
• Collaborate with software engineers, build tools to enhance productivity and to ship and maintain ML models
• Drive high engineering standards on the team through mentoring and knowledge sharing
• Uphold engineering best practices around code reviews, automated testing and monitoring

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 7+ years of applied ML experience with proficiency in Python
• Strong background in the foundations of Machine Learning and building blocks of modern Deep Learning
• Track record of building, shipping and maintaining Machine Learning models in production in an ambiguous and fast paced environment.
• Track record of designing and architecting large scale experiments and analysis to inform product roadmap.
• You have a clear understanding of frameworks like - PyTorch, TensorFlow, or Keras, why and how these frameworks do what they do
• Familiarity with ML Ops concepts related to testing and maintaining models in production such as testing, retraining, and monitoring.
• Demonstrated ability to ramp up, understand, and operate effectively in new application / business domains.
• You’ve explored modern data storage, messaging, and processing tools (Kafka, Apache Spark, Hadoop, Presto, DynamoDB etc.) and demonstrated experience designing and coding in big-data components such as DynamoDB or similar
• Experience working in an agile team environment with changing priorities
• Experience of working on AWS

Desired:

• Experience with Large Language Models

Location

This role will be remote, and based in India

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as our next Data Platform Product Manager in the Data Governance and Insights team..

About the job

This position is needed to own Twilio's Data Governance initiatives across Twilio. This position is based in India. You will touch many teams within Twilio to ensure safe customer data handling, supporting data privacy and compliance. This team manages data pipeline security, data reliability, and ensuring access controls. We are also the bridge to the reporting systems trusted by customers, executives and shareholders.

Responsibilities

In this role, you’ll:

• Lead the product requirements required to build and operate a central data catalog as a metadata store.
• Drive Data Governance initiative, working across various organizations and stakeholders.
• Understand the needs of our customers for operational and analytical purposes, and execute on governance of the data pipeline with required access management to fulfill these requirements.
• Craft and deliver a vision for data governance at Twilio, working side by side with other product managers and engineering counterparts across Twilio R&D.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Someone with 10+ years of product management experience in a fast-paced company. If you have a strong work ethic and know how to knock down barriers to get to your objective this might be the opportunity for you.
• Strong background in Data Governance, having led at least one initiative that included cataloging metadata, data reliability, sensitive data classification and access management.
• Worked on data platforms, customer engagement platforms, or streaming applications. Proficiency in the big data ecosystem e.g. Kafka, Spark, Presto/Athena, or similar technologies.
• Technically savvy and experienced with the cloud, APIs, communications, enterprise software, data reliability, and ETL techniques.
• You have a customer oriented approach. You have an amazing ability to understand the customer’s challenges and are able to articulate a vision to solve challenges to make an impact. 
• The ability to solicit customer requirements from many - often opposing - sources, prioritize, and work with engineering and design to deliver.
• You are a strategic problem solver and flourish operating in broad scope, from conception through continuous operation of 24x7 services.
• You have solved sophisticated problems and have the aptitude to navigate uncharted waters.

Desired:

• Collaborative approach and ability to work with distributed, cross-functional teams.
• Great communication skills. You're equally at home on zoom presenting to an audience of developers as you are on a zoom talking to users and then coming up with product requirements. Your best days are the ones where you do both on the same day.
• Bachelor’s degree Computer Science, Engineering or equivalent experience required.

Location

This role will be remote, and based in India.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Applications Engineer 2.

About the job

Twilio is looking for a Salesforce Developer to join the GTM Automation team. This is a great role for an experienced Salesforce developer looking to work more closely with the business, apply their mastery on the Salesforce platform to deliver impact, and expand the breadth of exposure beyond Salesforce. You will be in the unique position of joining a growing development team that you can learn with and help shape.

Responsibilities

In this role, you’ll:

• Work with the GTM Automation Systems team on evolving a Salesforce data model that is technically scalable, easily reportable, and functionally intuitive for end users.
• Utilize SOQL API’s, Apex controllers, Apex Web Services, Apex callouts, and other development tools to build custom functionality that tailors our sales systems to our unique business and operating model.
• Participate in technical analysis activities together and document requirements for application Integration and also involved in integration design activities working with architects and other stakeholders.
• Review and assure quality in all code entering our codebase.
• Continually evaluate and refactor our existing codebase for increased extensibility.
• Ability to learn new technologies depending on project requirements.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

[CANDIDATES MUST MEET ALL REQUIRED QUALIFICATIONS IN THE JOB DESCRIPTION. IF ANY OF THESE QUALIFICATIONS CHANGE DURING THE HIRING PROCESS, THE JD MUST BE REVISED TO REFLECT THE NEW REQUIREMENTS]

*Required:

• 3+ years experience with Apex, LWC, SOQL, Javascript with Agile development practices
• Experience in Conga/Apttus CPQ or CLM.
• Knowledge on Force.com coding standard methodologies and experience in Salesforce Lightning Design System
• Experience in identifying common blind spots and bugs in Salesforce and working with and optimizing millions of rows of data
• Experience with Agile development practices
• Experience in CSS, HTML, jQuery, SOQL
• Experience in GIT or SVN
• Ability to translate technical requirements into independent features for development and experience on debugging and troubleshooting 
• Comprehensive experience on debugging and troubleshooting in Salesforce
• Experience in identifying common blind spots and bugs in Salesforce
• Experience in working with and optimizing millions of rows of data
• Proficiency in developing unit tests with assertions for core functionality

Desired:

• Experience in AgentForce, Einstein, AI tools/technologies
• Experience in SQL, Python, Data Cloud, Snowflake
• Familiarity working with a Pay-as-you-go business model
• Experience developing and deploying through Heroku

Location

This role will be remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Senior Network Engineer.

About the job

This position is needed to help build, operate, and maintain the global corporate network infrastructure, VPN, ZTNA, and connectivity to our cloud-based systems. As part of the Identity and Network Trust team, you will monitor network performance to proactively respond to incidents. You will need to possess the technical knowledge to troubleshoot and perform root cause analysis for escalated connectivity issues. You also will collaborate with the security team and other engineering teams to develop a secured global network infrastructure.

Responsibilities

• Build, operate and support the global Twilio IT network infrastructure.
• Keep track of network assets, including network hardware and software.
• Monitor the network performance, availability, utilization, throughput and latency, providing measurable metrics to the IT leadership team.
• Work closely with stakeholder teams to determine current and future network needs.
• Prioritize projects and work based on business priorities using the Scale Agile Framework (SAFe).
• Develop methods and tools to be used to test and implement new LAN/WAN systems.
• Analyze the current network structure and collaborate on how to make the network more efficient, scalable and sustainable.
• Formulate strategies to maintain and upgrade network systems efficiently.
• Respond to incidents, engage in network troubleshooting activities to determine root cause and resolve network issues.
• Create and maintain documentation for network design, IT network standards and process.

*Required:

• 7+ years of experience with building campus and/or data center network infrastructure, AWS cloud services and networking
• 5+ years of experience with Cisco LAN/WAN/Wifi and Palo Alto Networks firewalls
• 3+ years experience with AWS cloud services and networking
• Advanced knowledge of IEEE 802 standards and core IETF networking protocols including 802.11 suite, TCP/IP, DNS, DHCP, routing and switching protocols
• Hands on knowledge of network monitoring
• Knowledge of network security to implement security policy for compliance
• Proficient skill in WIndows, Mac, Linux client networking
• Experience in troubleshooting network problems at different OSI model layer
• University degree in computer science or equivalent experience
• Excellent written and verbal communication skills

Desired:

• Cisco CCNA/CCNP Certification
• AWS certification
• Zscaler Zero Trust Systems experience and/or certifications
• Scripting language with API automation
• Experience with infrastructure as code (IaC) using Terraform
• Knowledge of ITIL framework and its application in a network environment
• Project management skills

Location

This role will be Remote and based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way and perform job duties

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Senior Offensive Security Engineer

About the job

This position is needed to The Senior OffSec Engineer will be responsible for the day-to-day execution of penetration tests and contributing to larger Red Team campaigns. You move beyond simple scanning to manual exploitation and are beginning to automate your workflows.  

Responsibilities

In this role, you’ll:

• Full-Stack Penetration Testing: Perform manual and automated testing of web applications, APIs, and mobile apps (iOS/Android).
• Internal/External Network Audits: Conduct network and cloud level assessments with various tooling
• Vulnerability Validation: Triage and validate reports from automated scanners or bug bounty hunters to eliminate false positives and escalate true positives
• AI/LLM Probing: Perform initial prompt injection and jailbreak tests on AI prototypes, services, and applications using established checklists (OWASP Top 10 for LLMs).
• Technical Reporting: Draft high-quality reports that detail the "path to compromise" with clear, reproducible steps for developers.
• Tool Maintenance: Manage and update the team's testing infrastructure (e.g., Burp Suite, and basic C2 listeners).
• Remediation Support: Provide direct technical guidance to engineering teams on how to patch vulnerabilities like XSS, SQLi, and IDOR.
• Adversary Emulation: Design and lead multi-week Red Team operations that mimic specific threat actors (APTs) to test the SIRT detection capabilities.
• Custom Exploit Development: Build custom payloads, droppers, and obfuscated scripts to bypass EDR/AV and maintain stealth.
• AI Red Teaming Architecture: Build automated testing frameworks for AI systems (e.g., using PyRIT, Promptfoo, or Garak) to test for models related to sensitive data leakage.
• Cloud & Infrastructure Attacks: Execute sophisticated attacks against AWS/Azure/K8s, focusing on IAM misconfigurations and container escapes.
• Purple Teaming: Collaborate with SIRT and Detection Engineering to tune SIEM alerts based on the techniques used during an engagement.
• Strategic Bug Bounty Management: Oversee the organization's bug bounty program, identifying trends in submissions to suggest broad architectural security changes.

*Required:

• Experience: 3–5 years in offensive security, penetration testing, or a high-volume bug bounty background and track record of finding high/critical vulnerabilities in complex environments.
• Concepts: Expert Knowledge and  solid understanding of the MITRE ATT&CK matrix and the OWASP Top 10 for web applications and top 10 for LLMs, post exploitation (lateral movement, persistence, data exfiltration) and Adversarial ML.
• Tooling: Proficient in Burp Suite professional, Nmap, Metasploit, Wireshark etc... and AI security tools such as LangChain, TensorFlow for adversarial testing, as well as use of C2 frameworks (Cobalt Strike, Sliver, Havoc) or similar tools
• Scripting and Coding: Ability to write functional scripts in Python or Bash to automate repetitive testing tasks and proficiency in Python, C++, and scripting for creating custom offensive tooling that avoids signature-based detection.
• Certifications: Possession of advanced industry certifications such as OSCP, OSEP, OSWE, GXPN or similar
• Telecom expertise is preferred

Location

1. This role will be remote, and based in India. (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Engineer, Identity & Access.

About the job

Twilio is growing rapidly and seeking an Identity & Access Engineer to integrate, build and automate systems. This technical role is critical for securing access across the entire enterprise. You will be instrumental in integrating, automating, and securing the identity lifecycle for all employees and systems. You will champion an "Everything-as-Code" approach, translating security principles like Least Privilege Access (LPA) and Zero Trust into scalable, automated, and auditable engineering solutions that eliminate manual provisioning and reduce security risk. Your primary mission is to proactively mitigate identity-related security risks and ensure stringent access governance across all Twilio resources and environments.

Responsibilities

In this role, you’ll:

• Implement IAM Architecture: Integrate and deploy enterprise-level IAM solutions, APIs, and integrations focused on core security principles, including Least Privilege Access (LPA) and Zero Trust.
• Environments: Work across a diverse technical landscape, rapidly deconstruct new environments whether you’re writing logic in a script or a visual canvas. Bridge the gap between custom code and no code platforms.
• Prioritize and champion an "Everything-as-Code" mentality for IAM and access management processes, eliminate manual tasks related to access provisioning and deprovisioning by turning it into an automation. 
• Privileged Access Management (PAM): Actively contribute to developing and maintaining the strategy for managing and securing Privileged Accounts (User and Service Accounts), reducing attack surface area, and enhancing monitoring capabilities.
• Compliance & Audit: Lead participation in security audits, risk assessments, and mitigation activities, ensuring all IAM controls meet stringent regulatory and internal compliance standards
• Innovation & Modernization: Dive into new security technologies frequently, championing the implementation of bleeding-edge authentication standards and advanced access control models
• System Integration & Development: Integrate identity platforms with core enterprise applications (e.g., ServiceNow, JIRA) using REST APIs and common identity protocols. Contribute to internal frontend libraries and frameworks to build self-service access interfaces.
• Operational Support: Participate in a 24x7 on-call rotation to quickly resolve high-severity issues impacting authentication and access for the enterprise.

Required: 

• 2+ years of progressive experience in Software Engineering, DevOps, or Security Engineering 
• 1+ year of hands-on experience developing production-grade automation scripts and applications using Node.js, JavaScript, or a similar OOP language
• Proven experience building and operating robust workflows in an Identity Governance platform (e.g.,  Okta Identity Governance, SailPoint, or similar)
• Understand and be able to implement or interact with a REST API
• Hands-on experience with identity management across major cloud providers (AWS, GCP, or Azure).
• Demonstrated experience implementing and securing solutions for SSO, MFA, IGA and PAM.
• Practical understanding of modern authentication/authorization protocols (e.g., SAML 2.0, OAuth 2.0, OIDC, SCIM).
• Experience with Okta, ServicesNow, JIRA, Google, and AWS Workspaces
• Expertise in modern physical and cloud infrastructure SWE and DevOps industry standards and practices
• Successful candidates will have experience integrating and deploying a variety of services ensuring adherence to Least Privilege Access (LPA) and Zero Trust security models.

Desired:

• Comfortable on being a 'beginner' in new domains. The ability to tackle problems that lie outside our immediate expertise.
• BS in Computer Science/DevOps Engineering or equivalent professional experience 
• Knowledge of ITIL framework/standard methodologies and ability to understand the concepts of identity management for enterprise systems.
• Experience with Infrastructure-as-Code (IaC) principles and tools (e.g., Terraform) and container orchestration platforms (Kubernetes/Docker).
• A strong documentation ethic, capable of creating and maintaining clear, concise runbooks, security procedures, and system architecture documentation.
• Adopt engineering best practices to deliver, secure, maintainable and scalable software. (e.g., GIT, CI/CD, AGILE)
• Ability to collaborate with resources across multiple disciplines
• A passion for security technology, a love for helping people, and an unwavering attention to detail necessary for maintaining a secure environment.

Location

This role will be Remote and based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way and perform job duties

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Fast Track Onboarding Specialist

About the job

Twilio is seeking a Fast Track Operations Specialist to join the team that runs Twilio’s personalized onboarding team globally. This role will work directly with customers to help them onboard A2P their A2P numbers with 1:1 customer engagement. Fast Track Onboarding Specialists are the personalized onboarding experts under the A2P onboarding org. The Fast Track onboarding team is a key part of Twilio’s Super Network, whose mission is to provide strategic customers with solutions to assist them with SLA driven go to market times solutions. 

Responsibilities

In this role, you’ll:

• Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
• Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands. 
• Able to provide compliance guidance for all A2P products.
• Manage Onboarding SLAs and credit utilization for each product
• Partner with operations teams to scale onboarding volumes per assigned customer
• Join weekly calls with customers to report metrics and review any open items or additional onboarding needs
• Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio.
• Draw the Owl: Assess the nature of product or service issues and resolve basic level problems
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved 

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Able to manage daily caseload and respond within SLAs
• A2P compliance experience
• Experience Required: 2 plus Years specializing in at least one a2p products
• Previous experience working directly with clients
• Ability to prioritize tasks and effectively project manage
• Ready to take own up to 12 customer accounts
• You’re empathetic and customer centric to the core.
• You’re a clear verbal and written communicator. 
• You’re introspective and committed to continuous self-improvement.
• You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
• You’re able to complete tasks in core areas within SLAs.

Desired:

• Familiarity with Google workspace(Google docs, Google sheets, Gemini)
• Familiarity with reporting tools
• Prior experience implementing A2P phone number types
• Understand general CTIA guidelines and some international regulatory requirements
• Able to effectively prioritize tasks and multi-task
• Comfortable owning and leading calls
• Experience handling tasks within a desired SLA

Location

 This role will be remotely based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Technical Administrator 2 (Business Systems Analyst 2)

About the job

Twilio is looking for a Salesforce Administrator to join the GTM Automation team. This is a great role for an experienced Salesforce administrator looking to work more closely with the business, apply their mastery on the Salesforce platform to deliver impact, and expand the breadth of exposure beyond Salesforce. You will be in the unique position of joining a growing team that you can learn with and help shape. 

You are right for this role if you excel at solving multi-faceted problems, managing large volumes of data and building world-class tools that drive impact. The ideal candidate is able to deeply understand the core business problem being addressed, balance speed and quality, and provide solution alternatives. You are a results-oriented individual who is motivated to tackle complex problems, has a "can do" attitude, and is comfortable asking questions.

Responsibilities

In this role, you will be responsible for improving our Salesforce.com platform and ensuring data excellence across the organization. You will be challenged to think creatively about how to reshape existing processes to become more efficient and your work will be integral to supporting impactful programs managed by the team to contribute to the success of the sales team and support Twilio’s fast growth. 

 Assist project managers in various work streams on Salesforce.com

• Data management in Salesforce.com and other business systems, including auditing and resolving data integrity at a large scale.
• Work with program managers and stakeholders to uncover process gaps and develop elegant solutions
• Understand and fix existing system problems on a daily basis
• Continually evaluate and identify gaps in our existing codebase to develop solutions for increased extensibility.
• Collaborate with cross-functional teams, including developers, business analysts, and stakeholders.
• Leadership skills to mentor junior administrators and provide guidance on best practices.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 2+ years of experience with Salesforce.com implementation (design, configuration, deployment, lightning flows)
• Must have hands on experience with process automation tools especially flows
• Demonstrated ability to understand business needs and translate requirements into technical solutions
• Salesforce Certified Administrator (ADM-201)
• Strong expertise in Salesforce CPQ administration and configuration.
• Strong presentation, communication, and facilitation skills
• Comprehensive experience on debugging and troubleshooting in Salesforce
• Strong organizational and business analysis skills; detail-oriented and able to work independently, manage and develop smaller scale projects.
• Knowledge on Salesforce.com configuration best practices

Desired:

• 1+ year of experience designing or developing on Salesforce (Apex)
• Experience working with and managing large data sets
• Industry experience in automating and auditing large volumes of data
• Experienced developing Lightning Components in Salesforce Lightning

Location

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

See yourself at Twilio

Join the team as Twilio’s next Systems Support & Data Operations Administrator – India

About the job

This role is the backbone of our Global Sales organizations, providing a blend of technical Salesforce administration and high-level data stewardship. You will ensure that Salesforce CPQ, OLM, and multiple Salesforce instances run with high process integrity while simultaneously managing the data quality and firmographic insights that drive our Sales organization forward.

Responsibilities

In this role, you’ll:

• Salesforce Administration: Manage user setup, roles, profiles, permissions, and security settings. Serve as the escalation point for advanced user requests and troubleshoot complex and multi-instance issues.Ensure Compliance with security and access governance policies.Monitor system usage and adoption to recommend improvements.
• System Maintenance: Maintain page layouts, workflows, validation rules, and approval processes. Configure and maintain Salesforce support processes.
• Data Stewardship: Perform data audits and investigations across systems to enhance firmographic information. Fix data issues following standard operating procedures and data policies.
• Operational Excellence: Monitor and Manage Salesforce case queues to meet SLAs. Oversee the synchronization of Salesforce data with ERP/Billing systems to ensure seamless order-to-cash cycles.
• Strategy & Documentation: Provide documentation for implementation changes to data quality standards. Document data requirements, strategy, and rules (standardization, cleansing, and validation) for both legacy and new environments.
• Collaboration: Partner with Sales Ops, Finance, IT, and Business Stakeholders to identify and drive automation advances that improve operational efficiency.
• Testing & Training: Support UAT and deployments while developing training materials to empower our end users.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Salesforce Expertise: 3+ years of experience as a Salesforce Administrator (Sales Cloud) with an active Salesforce Administrator certification (ADM-201).
• Data Analysis: Demonstrable experience executing data quality analysis within complex, federated system architectures.
• Process Mindset: Experience in Sales Operations support and a basic understanding of data providers like ZoomInfo.
• Technical Logic: Ability to evaluate data risks, troubleshoot integrated system issues, and provide solutions in a timely manner.

Desired:

• Advanced Certifications: Salesforce Certified Advanced Admin.
• Technical Stack: Experience with SQL, Heroku, or Python (specifically for data pipelining).
• Analytics: Familiarity with Tableau and Tableau CRM (CRM Analytics).
• Automation: Knowledge of Apex, Flow, SOQL, and advanced Salesforce automation.
• Soft Skills: Excellent written and verbal communication skills; ability to build relationships across all levels of the organization.
• Linguistic Diversity: Proficiency in multiple languages applicable to the NAMER region is a plus.

Location

 This role will be remote, and based in India.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Onboarding operations Specialist 1

About the job

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist is the first tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

Responsibilities

In this role, you’ll:

• Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Log customer interactions and tag/categorize issues accordingly.
• Learn new processes across a variety of subject areas and ensure our operations are running smoothly. 
• Respond to and action incoming carrier partner notifications. 
• Quickly and confidently triage complex issues to the Level 2 team.
• Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas.  
• Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain. 
• Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
• Draw the Owl: Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly. 
• Be an Owner: Effectively respond to all basic and some advanced questions from customers (external and internal) in your core area and quickly and confidently triage complex issues via documented internal escalation paths.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
• Experience Required: 1 - 3 Yrs*( depending on candidature)
• Strong technical background need not apply
• Previous experience into Advanced Email writing, handling international escalations(voice, chat and email)
• International stakeholder handling 
• Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team
• Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded
• Previous experience into doing root cause analysis 
• Ready to take up additional tasks depending on requirements
• You’re empathetic and customer centric to the core.
• You’re a clear verbal and written communicator. 
• You’re introspective and committed to continuous self-improvement.
• You’re capable of learning quickly and mastering complicated systems.
• You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
• You’re able to complete tasks in core areas within SLAs.

Desired:

• Running SQL queries , having knowledge of Zendesk, JIRA would be an added advantage

Location

 This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Software Architect, (L6).

About the job

This position is needed to define and drive architectural vision, strategy, and alignment across multiple products and domains at company scale.

As a senior-most technical leader, you’ll set long-term technical vision, establish architectural guardrails, and ensure coherence across distributed systems and platforms. You will drive cross-organizational initiatives, solve complex and ambiguous technical challenges, and elevate the technical standard for Twilio company-wide.

Responsibilities

In this role, you'll:

• Set and communicate long-term architectural vision, aligning teams and leadership across Twilio.
• Lead cross-product architecture reviews, standardize engineering practices, and drive foundational technical investments.
• Solve the most complex, ambiguous technical challenges at platform and company-wide scale.
• Mentor and guide principal and staff engineers, fostering a culture of engineering excellence and continuous improvement.
• Partner closely with product, engineering, and executive leaders to shape strategic direction and technical investments.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 15+ years of experience designing and scaling distributed systems and platforms.
• Demonstrated ability to set technical vision and strategy at an enterprise or company-wide level.
• Expertise in system design, reliability, scalability, security, and cost optimization for large-scale architectures.
• Experience leading cross-functional initiatives and resolving highly complex, ambiguous technical problems.
• Proven record of mentoring senior engineering talent and elevating organizational standards.
• Exceptional written and verbal communication, influence, and leadership skills.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience).

Desired:

• Experience in cloud-native, multi-region systems and architecture patterns.
• History of driving adoption of engineering standards across multiple business units or product lines.
• Experience with observability, platform capabilities, and data architecture at scale.
• Open-source project leadership or significant external technical impact.
• Prior experience in high-growth SaaS, communications, or platform companies

Location

 This role will be remote, and based in India (Karnataka, Telangana, Maharashtra, Delhi, Tamilnadu).

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

See yourself at Twilio

Join the team as Twilio’s next Senior Manager, Enterprise Application Engineering Q2C.

About the job

This role will join Twilio’s Enterprise Applications Development & Operations organization as an Senior manager responsible for end-to-end architecture, delivery, and people leadership across Billing, AR, Collections, Cash Application, and Revenue Recognition platforms.

The role operates at the intersection of technology, finance, and leadership. You will act as a hands-on architect and strategic owner for Twilio’s Q2C ecosystem, with deep expertise in Zuora Billing, Zuora Revenue (ASC 606), CPQ integrations, and ERP accounting flows.

You will lead a team of engineers and functional specialists, partner closely with Finance, Accounting, Product, and Business Systems leaders, and ensure Twilio’s monetization platforms remain scalable, compliant, and resilient as the business grows through acquisitions, new pricing models, and global expansion.

Responsibilities

In this role, you’ll:

Architecture & Platform Ownership

• Own the end-to-end architecture for Billings-to-Cash, and Revenue platforms, including Zuora Billing, Zuora Revenue, ERP, payment gateways, tax engines, and downstream reporting systems
• Design scalable, compliant solutions supporting subscriptions, usage-based billing, complex pricing, amendments, minimum commitments, and bundled offerings
• Act as the architecture authority for Q2C changes, ensuring alignment with ASC 606, SOX, audit, and internal control requirements.

Delivery & Execution

• Lead design workshops, solution walkthroughs, and architecture reviews with business and finance stakeholders
• Translate complex business requirements into robust functional and technical designs, End to end scenarios, Lucid flowcharts
• Oversee delivery of enhancements, transformations, and compliance initiatives across Billing, AR, Revenue, and Cash processes
• Drive system conversions, migrations, and acquisitions onboarding into the Q2C landscape
• Ensure high availability and operational excellence across production systems, including proactive monitoring and issue resolution

Integrations & Automation

• Govern integrations between Zuora, Salesforce CPQ/CRM, ERP (Oracle), tax engines, banks, payment gateways, usage mediation platforms, and reporting tools
• Champion automation and straight-through processing across billing, invoicing, revenue recognition, and close processes
• Ensure integrations follow enterprise integration standards, security controls, and performance benchmarks

Financial Close, Compliance & Reporting

• Partner with Accounting and Finance to support month-end close, reconciliations, audits, and regulatory reporting
• Own system readiness for ASC 606 revenue accounting, deferred revenue, allocations, and satisfaction events
• Enable scalable reporting and analytics for Q2C KPIs, aging, revenue, and operational health

People Leadership & Talent Development

• Build, lead, and mentor a high-performing team of application engineers, architects, and functional SMEs
• Set clear expectations, career paths,cross learning  and development plans for team members
• Foster a culture of ownership, accountability, learning, and innovation
  Provide coaching and hands-on guidance while scaling team capability and maturity

Stakeholder & Program Leadership

• • Act as a trusted partner to senior Finance, Accounting, IT, and Business leaders
  • Lead cross-functional programs spanning multiple teams, vendors, and geographies
  • Balance competing priorities while maintaining delivery quality and stakeholder trust

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 10+ years of experience in Billings-to-Cash / Revenue systems, with 5+ years in a senior technical leadership or people management role
• Minimum of 14 years of experience in Q2C , with at least 5 years in a  senior leadership role.
• Proven delivery of at least two (2) end-to-end implementations across Billing, AR, Revenue (ASC 606), and Cash processes, covering design, build, integration, go-live, and post-implementation stabilization
• Deep hands-on expertise in Zuora Billing and Zuora Revenue, including subscriptions, usage, pricing, amendments, invoicing, payments, and ASC 606 revenue recognition
• Strong hands-on experience with Oracle Cloud AR and Oracle Revenue Management, including invoicing, cash application, collections, accounting events, and revenue recognition
  Strong understanding of Billing → Revenue → ERP accounting flows across Zuora and Oracle ecosystems
• Proven experience designing and governing complex, enterprise-scale integrations across SaaS platforms including Zuora, Oracle ERP, tax engines, payment gateways, banks, and usage mediation platforms
• Solid knowledge of financial close processes, including AR aging, reconciliations, revenue tie-outs, audit support, and SOX controls
• Experience leading large-scale programs, system implementations, transformations, and platform modernization initiatives
• Strong people leadership skills with experience building, mentoring, and leading global teams
• Excellent stakeholder management, communication, and problem-solving skills, with the ability to influence senior business and finance leadership
  Experience working in Agile delivery models, including backlog management, releases, upgrades, and production support
• Bachelor’s degree in Engineering, Computer Science, Finance, or a related field (MBA preferred)

Desired:

• Zuora Billing Solution Architect and/or Zuora Revenue Solution Architect certification
• Oracle Financials Cloud certification (AR or Revenue preferred)
• Experience supporting high-volume, usage-based, or consumption billing models
• Exposure to global billing, invoicing, localization, and tax compliance
• Experience supporting M&A integrations within Q2C platforms
• Background in enterprise architecture, platform governance, or COE-led operating model

Location

This role will be remote, and based in India .

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.