Customer Support Jobs at Twilio with Visa Sponsorship
Twilio's Customer Support roles span technical troubleshooting, developer advocacy, and enterprise account support for a communications platform used across industries. Twilio has a consistent record of sponsoring work visas for Customer Support hires, making it a viable target if you need sponsorship to build a U.S. career in tech support.
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Get Access To All JobsWho we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
See yourself at Twilio
Join the team as Twilio’s next Technical Account Manager.
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.
About the job
Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers. As a designated TAM you will be supporting customers during Central hours (9am to 6pm CT) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.
Responsibilities
In this role, you’ll:
- Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.
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:
- 4+ years of relevant experience
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
- Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
- Have an inquisitive mind to understand how things work.
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
- Excellence in task prioritization and evaluation of situational urgency.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
- Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
- Experience in managing dedicated customer accounts.
Desired:
- Understanding of Telecoms and VOIP including WebRTC and SIP.
Location
This role will be remote and based in Colombia, providing support during 9am to 6pm Central Time.
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.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
See yourself at Twilio
Join the team as Twilio’s next Technical Account Manager.
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.
About the job
Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers. As a designated TAM you will be supporting customers during Central hours (9am to 6pm CT) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.
Responsibilities
In this role, you’ll:
- Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.
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:
- 4+ years of relevant experience
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
- Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
- Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
- Have an inquisitive mind to understand how things work.
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
- Excellence in task prioritization and evaluation of situational urgency.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
- Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
- Experience in managing dedicated customer accounts.
Desired:
- Understanding of Telecoms and VOIP including WebRTC and SIP.
Location
This role will be remote and based in Colombia, providing support during 9am to 6pm Central Time.
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.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
See all 6+ Customer Support at Twilio jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Support at Twilio roles.
Get Access To All JobsTips for Finding Customer Support Jobs at Twilio Jobs
Frame Your Technical Depth Early
Twilio's Customer Support roles lean heavily on API troubleshooting and developer-facing communication. Tailor your resume and portfolio to show hands-on experience with REST APIs, webhooks, or cloud communications tools before you ever reach a recruiter screen.
Target Roles Tied to Core Products
Twilio's highest-volume support hiring tends to cluster around its flagship products like Programmable Voice, Messaging, and Flex. Searching by product line rather than just job title helps you identify open roles where sponsorship has historically been part of the package.
Use Migrate Mate to Surface Sponsoring Openings
Not every Customer Support listing at Twilio makes sponsorship eligibility obvious upfront. Use Migrate Mate to filter specifically for Twilio roles that have a verified sponsorship track record, saving you from applying blindly to positions that exclude candidates needing visa support.
Clarify Your OPT Timeline Before Screening Calls
If you're on F-1 OPT, Twilio's recruiters will need to understand your authorization end date and whether you'll require H-1B sponsorship. Come prepared to state your STEM OPT extension eligibility clearly, since the 24-month extension significantly changes how employers assess your timeline risk.
Understand How Twilio Files H-1B Petitions
Twilio files H-1B petitions as a cap-subject employer, meaning your role must be selected in the annual USCIS lottery before a full petition can proceed. Get confirmation in writing during the offer stage that your position is designated as a specialty occupation eligible for H-1B filing.
Verify E-Verify Enrollment Before Accepting Any Offer
As a federal contractor and large tech employer, Twilio participates in E-Verify, which affects your I-9 verification timeline. Confirm your offer letter specifies your intended visa category so USCIS processing and your start date can be aligned without gaps in work authorization.
Customer Support at Twilio jobs are hiring across the US. Find yours.
Find Customer Support at Twilio JobsFrequently Asked Questions
Does Twilio sponsor H-1B visas for Customer Support roles?
Yes, Twilio sponsors H-1B visas for Customer Support positions, particularly roles that qualify as specialty occupations requiring a bachelor's degree or higher in a relevant technical field. Because H-1B sponsorship is subject to the annual USCIS cap and lottery, timing matters. Confirming sponsorship eligibility for your specific role during the offer stage is the right move before signing anything.
Which visa types does Twilio commonly sponsor for Customer Support positions?
Twilio supports several visa pathways for Customer Support hires, including H-1B for specialty occupation roles, F-1 OPT and STEM OPT for recent graduates, TN visas for Canadian and Mexican nationals in qualifying technical roles, and employment-based Green Card sponsorship through the EB-2 and EB-3 categories for longer-tenured employees moving toward permanent residence.
How do I apply for Customer Support jobs at Twilio?
Applications go through Twilio's careers portal, where Customer Support roles are listed by product area and region. To find positions that include visa sponsorship, use Migrate Mate to browse Twilio's verified sponsoring roles directly. Tailoring your application to demonstrate API familiarity and technical troubleshooting experience will significantly strengthen your chances at the screening stage.
What qualifications does Twilio expect for Customer Support roles?
Twilio's Customer Support positions typically require a background in technical support, software troubleshooting, or developer relations. Familiarity with REST APIs, cloud communication platforms, or SaaS environments is a practical differentiator. For H-1B eligibility specifically, USCIS requires your role to qualify as a specialty occupation, so a bachelor's degree in a field directly related to your support function is generally expected.
How do I plan my timeline if I need Twilio to sponsor my H-1B?
The H-1B cap lottery opens in March for an October 1 start date, so offer timing relative to the lottery window is critical. If you're already in the U.S. on F-1 OPT, you can work through your authorized period while the petition is processed. If you're outside the U.S., consular processing adds additional time. Clarify your start date requirements with Twilio's HR team before the lottery registration deadline each February.
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