developer-apis enterprise-software telephony
San Francisco, CA or Remote

Product Support Specialist- Super Network


Because you belong at Twilio

The Who, What, Where and Why


We are looking for an engineer with carrier experience who wants to support customers both directly and by working with the Support Team and Super Network Team. You are passionate about delivering excellent customer experiences through design for supportability, documentation, data analysis, training, and getting your hands dirty when the need arises. You thrive in an environment where you can elevate the skills of those around you to enable them to develop and expand their capabilities. You realize that data is a powerful tool and you wield it effectively to identify issues, provide recommendations for improvement, and track the effectiveness of those changes. You are a Doer and you want to make a difference.

We seek people who naturally demonstrate our values, who enjoy challenging problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.


Your role is to provide the link between our Customer Support Team and the Super Network Team. You will be the “go-to” person when it comes to planning changes that affect customers in order to ensure that the impacts are minimized. You will provide a second tier of support in addressing complex customer issues and will share your expertise in these situations by coaching as needed. You will work with our Super Network Team to ensure that we have the right level of visibility to performance metrics in order to anticipate and respond quickly to customer issues at a system level. You will be the Voice of the Customer and share pain points with the Super Network Team through regular meetings and reports, using data to show why we need their help and assisting them in prioritization. You will work within the Product Support Specialist Team to foster best known methods and best practices to help elevate the team and standardize excellence. You are relentless in the pursuit of improvements while at the same time valuing progress over perfection.


We only succeed at Twilio when our customers succeed. Twilio support is unlike any other. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio.

Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience.  We only win when our employees succeed and we're dedicated to helping you develop your strengths. We cultivate ideas through regularly scheduled weeks focused on tackling hard problems as a team and as individuals. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us. 


This position will be located in our beautiful office at 375 Beale Street in San Francisco. You will enjoy our incredible perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday Night dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.

About us:

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance. #LI-POST

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