💼 About This Role

You'll drive resolution of critical customer escalations at Twilio, a leading cloud communications platform. You'll be the key point person for top escalations and major outage events, working cross-functionally to ensure effective communication and timely resolution. This role offers the chance to shape escalation processes and mentor support engineers.

🎯 What You'll Do

• Drive resolution of escalated customer issues via multiple channels
• Handle top escalations and major outage events cross-functionally
• Participate in Support Duty Manager rotations and incident on-call
• Develop and maintain unified escalation processes to reduce resolution time

📋 Requirements

• 7+ years in enterprise technical support or similar customer-facing roles
• At least 3 years in a senior technical role
• Ability to lead executive-level communications on critical issues
• Willing to participate in an on-call rotation and provide weekend coverage

✨ Nice to Have

• Experience supporting and building on Twilio products
• Previous experience as an Escalation Manager or Technical Account Manager
• Prior telecom (Carrier, SIP, PBX) or messaging platform experience

🎁 Benefits & Perks

• 💰 Competitive pay
• 🏖️ Generous time off
• 👪 Ample parental and wellness leave
• 🏥 Healthcare
• 💼 Retirement savings program

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min