Sökresultat för "Zendesk"

Twilio

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 Manager, Fast Track Operations M3 About the job This position is needed to manage day-to-day Fast Track Operations The manager is accountable for decision quality, SLA performance, operational consistency, and continuous improvement across the program. You will lead a distributed team, strengthen execution discipline, support employee development, and partner cross-functionally to improve workflows, tooling, and onboarding effectiveness. This role supports structured operational programs that balance customer experience with industry compliance standards and policy requirements. Success in this role requires strong people leadership, sound operational judgment, and hands-on project ownership. Responsibilities In this role, you’ll: * Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback * Make sound, timely decisions on complex or edge-case onboarding scenarios * Maintain department SLAs and work with other operational teams to partner on complex onboarding scenarios * Plan and balance team workload and staffing coverage against operational priorities and SLA targets * Establish clear team priorities, goals, and accountability measures aligned with operational KPIs and OKRs * Partner with Go to market teams to understand customer onboarding needs * Partner cross-functionally with internal teams to improve workflows, tooling, and onboarding effectiveness * Identify process gaps and operational risks and drive practical improvement actions * Lead workflow and process improvement initiatives from planning through implementation * Maintain strong documentation practices across internal runbooks, guidance, and review standards * Use operational metrics and reporting to monitor trends, risks, and performance opportunities * Provide structured feedback to improve tooling, automation, and AI-assisted decision support where applicable * Model leadership behaviors aligned with Twilio Magic, including ownership, customer focus, continuous improvement, and empowering others 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+ years of people leadership experience as a manager, team lead, or equivalent leadership role * Demonstrated ability to manage employee performance and development through coaching, feedback, and accountability practices * Experience working in structured operational or policy-driven review environments involving risk or decision evaluation workflows * Ability to lead teams through prioritization, decision-making, and quality execution in evolving operational environments * Strong project management skills with the ability to drive initiatives from planning through delivery * Experience using operational metrics and process improvement methods to strengthen team performance * Sound judgment when handling escalations and sensitive operational situations * Strong written and verbal English communication skills * Ability to communicate decisions, risks, and recommendations clearly and professionally * Comfort working in remote, cross-time-zone environments with a high level of ownership and accountability * Experience working with Tier 1 or Enterprise level customers * Some account management experience preferred Desired: * Experience in telecommunications, CPaaS, or messaging operations environments * Familiarity with workflow and collaboration tools such as ServiceNow, Zendesk, Airtable, Slack, JIRA, or similar platforms * Experience partnering cross-functionally to improve operational outcomes * Ability to identify recurring trends and translate them into practical workflow improvements * Experience using reporting and analytics tools such as Tableau, Looker, Microsoft Suite, or Google Workspace. Location This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC. 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. Compensation The estimated pay ranges for this role are as follows: * Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $116,960 - $146,200 * Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $123,760 - $154,700 * Based in the San Francisco Bay area, California: $137,520 - $171,900 * This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Applications for this role are intended to be accepted until August 15th, but may change based on business needs.  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.

Mongodb

At MongoDB, we're transforming industries and empowering developers to build the next generation of applications. As we continue to grow across APAC, we're seeking a Lead, Candidate Experience to lead and develop a high-performing team, drive operational excellence, and help scale world-class hiring experiences across the region. This role is ideal for a people leader who thrives in fast-paced environments and enjoys solving complex challenges. You'll partner closely with recruiting and business leaders to optimize processes, improve efficiency, and ensure a seamless experience for candidates, interviewers, and hiring teams alike. While focused on supporting hiring across APAC, you'll collaborate with stakeholders around the world, balancing regional needs with global priorities and contributing to the evolution of our Candidate Experience function. This is an opportunity to influence how MongoDB scales across one of its fastest-growing regions while building the team, processes, and partnerships that support our continued growth. We are looking to speak to candidates who are based in Gurugram for our hybrid working model. RESPONSIBILITIES * Lead, develop, and inspire a high-performing team of Candidate Experience Coordinators supporting hiring across APAC * Own Candidate Experience operations across the region, ensuring a seamless, scalable, and consistent hiring process for candidates, recruiters, and hiring teams * Drive operational excellence through resource management, process optimization, and continuous improvement initiatives * Partner with Recruiting leaders, Hiring Managers, and cross-functional stakeholders to support hiring goals and deliver exceptional outcomes * Champion a world-class candidate experience by identifying opportunities to improve communication, efficiency, and overall engagement throughout the hiring journey * Lead regional and global projects that enhance recruiting operations, leverage data-driven insights, and drive consistency, scalability, and impact across the function REQUIREMENTS * You have 1+ years of people leadership experience, with a track record of developing and leading high-performing teams * Proven ability to lead, develop, and motivate high-performing teams in a fast-paced, high-growth environment * Strong operational mindset with experience improving processes, managing competing priorities, and driving scalable solutions * Exceptional organizational, communication, and stakeholder management skills, with the ability to build trusted partnerships across all levels of the organization * Resourceful and proactive, with sound judgment and the ability to navigate ambiguity while maintaining a high level of service and attention to detail * Experience with recruiting technologies and collaboration tools, including Greenhouse, Zendesk, Google Workspace, or similar platforms * Passion for delivering exceptional experiences, supporting business growth, and contributing to MongoDB's mission and culture ABOUT MONGODB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.  To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer. Req ID 2273469045

Mongodb

We are seeking a highly skilled Staff IT Product Manager for Internal AI to drive the strategy, delivery, and adoption of AI-powered solutions across our enterprise IT landscape. This role will be pivotal in shaping how AI transforms our internal operations, from service delivery and knowledge management to automation and decision support. The ideal candidate has a proven track record of managing enterprise-scale AI/ML products, collaborating across IT and business functions, and delivering measurable impact. We are looking to speak to candidates who are based in San Francisco, CA or Palo Alto, CA for our hybrid working model. KEY RESPONSIBILITIES * AI Product Strategy & Roadmap * Define and execute the internal AI product strategy aligned with enterprise IT and business goals * Own multiple product lines in the internal AI product space * Prioritize high-value use cases across IT functions (helpdesk, infrastructure, security, applications, enterprise data) * Balance quick wins (AI copilots) with longer-term bold initiatives (AI-driven automation and decision-making) * Experience in implementing AI solutions for enterprises our size and scale.  This should include enabling agentic platforms for organizations and bringing to the table the best practices, pitfalls and learnings from such experiences * Product Management Execution * Embrace the product mindset and own the lifecycle of AI products—from ideation, critical user journey definition, requirements gathering, vendor evaluation, prototyping, and implementation to scaling in production * Define and manage product backlogs, roadmaps, and success metrics * Drive adoption and ensure AI solutions are delivering measurable outcomes (efficiency, cost savings, user experience) * Stakeholder Engagement * Partner with IT leaders (Applications, Infrastructure, Security, Service Desk) to identify pain points and AI opportunities * Collaborate with business stakeholders to ensure alignment and secure sponsorship for AI initiatives * Communicate product vision, progress, and value realization to executive leadership * Governance & Risk Management * Ensure AI adoption complies with enterprise governance, security, privacy, and compliance standards * Work with data teams to ensure responsible AI practices and guardrails are in place * Team Leadership & Evangelism * Serve as a thought leader and evangelist for AI within IT, driving awareness, education, and adoption * Mentor junior product managers and contribute to building a culture of innovation in IT QUALIFICATIONS * 10+ years of product management experience, with at least 3 years in AI/ML, automation, or enterprise IT solutions * Strong understanding of IT service delivery, enterprise applications, and internal operations * Demonstrated success delivering AI or advanced analytics products at scale in a corporate environment * Experience with AI platforms (e.g., OpenAI, Anthropic, Azure AI, AWS AI, Google Cloud AI) and integration with IT systems (ZenDesk, SuccessFactors, Salesforce, etc.) * Excellent communication and stakeholder management skills, with ability to influence at all levels * Familiarity with responsible AI practices, data governance, and compliance requirements * Bachelor’s degree in Computer Science (preferred), or related field (MBA or advanced degree preferred) SUCCESS MEASURES * Delivery of high-value AI use cases that improve IT efficiency and business outcomes * Adoption of AI solutions across IT teams and end users * Measurable cost savings, productivity improvements, and enhanced employee experience * Positive feedback from stakeholders on AI innovation and impact ABOUT MONGODB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.  To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Req ID: 1273405795 MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates. MongoDB’s base salary range for this role in the U.S. is: $164,000—$323,000 USD

Deliveroo

Location: Manchester, UK Working pattern: Hybrid Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo Rider Compliance is central to our continued success through its impact on rider retention and rider satisfaction Reporting into the Rider Onboarding and Compliance Senior Manager, you will be leading the Rider Compliance team, who are responsible for ensuring our riders are compliant and supported while on the road. Your goal is to run an engaged and motivated team while redefining what good looks like. WHAT YOU’LL BE DOING You’ll be joining the Rider Onboarding, Lifecycle, and Compliance team, working at the forefront of complex and high-impact cases. Here’s what your day-to-day might look like: * Lead and mentor a dedicated team of 5+ compliance representatives, overseeing daily Business-As-Usual (BAU) operations, verification sweeps, and queue management. * Spearhead global compliance initiatives from HQ, collaborating with cross-functional teams to design and implement robust operational processes in response to regulatory and right-to-work changes. * Drive process automation and efficiency by partnering with product teams to scale, streamline, and automate manual compliance workflows. * Harness data and insights using Looker and Google Sheets to track team performance KPIs, identify operational bottlenecks, and make strategic prioritization decisions. * Manage external and internal delivery partners (such as BPO partners like TaskUs) to ensure high-quality, accurate processing and seamless escalation handling. WHAT YOU’LL NEED TO THRIVE Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: * Experience in a compliance or highly regulated environment (such as fintech, insurance, or scale-up operations) with a strong understanding of compliance-driven workflows. * Strong analytical capability, with proven ability to manipulate data in Google Sheets (v-lookups, formulas) and use tools like Looker to turn raw data into actionable processes. * Excellent communication and stakeholder management skills, allowing you to build relationships across international markets and independently coordinate cross-functional projects. * A proactive, problem-solving mindset with the confidence to challenge manual processes and advocate for automation. * An aspiring or experienced people manager with the ability to support team development, set performance expectations, and foster a collaborative working culture. * Familiarity with CRM and customer support tools such as Zendesk or Salesforce is a plus. WHY JOIN US? At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. * 🔧 Make a visible impact every day: Your work directly improves outcomes for customers, riders and restaurant partners. * 🌱 Grow through ownership: Take responsibility for complex cases and help shape improvements to how we operate. * 🧠 Develop deep operational expertise: Work across teams and markets to build strong regulatory and service knowledge. * 🌎 Deliver together in an inclusive culture: Collaborative, values-driven teams that support how you work best. We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages.   OUR GLOBAL STRUCTURE Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.   DIVERSITY, EQUITY AND INCLUSION At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.   We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.   If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.   If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Gitlab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE As an AI Engineer at GitLab, you'll help build the foundation for GitLab's transformation into an AI-first company. Reporting to the Director, Enterprise AI, you'll be a hands-on technical leader responsible for delivering internal AI-powered solutions that drive measurable business outcomes. Building fast matters, but it's not enough on its own. This role starts with understanding the real problem: mapping how work moves across teams, tools, and handoffs, identifying the true constraint, and validating whether AI is the right solution before you begin development. From there, you'll take ownership from discovery through deployment, combining strong engineering skills with systems thinking and business understanding. Your initial focus will span Sales, Marketing, and Customer Support, where you will embed AI solutions into key systems and workflows. This role offers the opportunity to shape how GitLab team members work, improve flow across the organization, and help advance our mission in a remote, asynchronous, and values-driven environment. WHAT YOU'LL DO * Diagnose business problems before building solutions. Map workflows, identify constraints, and confirm whether AI is the right intervention. Be prepared to say "this doesn't need AI" when that's the honest answer. * Own AI initiatives end-to-end, from stakeholder discovery and technical design through implementation, deployment, and iteration. * Design, develop, and ship AI-powered solutions quickly, delivering working prototypes in days, not months, with a focus on practical outcomes and measurable business value. * Improve organizational flow by building solutions that reduce bottlenecks, shorten lead times, and increase throughput. Measure success using flow metrics alongside adoption and ROI. * Integrate AI capabilities into existing systems and workflows using APIs, orchestration tools, and modern AI platforms, including GitLab Duo Agent Platform, where appropriate. The right tool wins, whether that's custom code, a platform, or a well-crafted prompt. * Be Customer Zero: leverage and showcase GitLab's AI offerings wherever possible, feeding real-world usage insights back to R&D. * Partner closely with stakeholders across functions to understand the real constraints. Ask the right questions, bridge technical and non-technical perspectives, and align on outcomes before jumping to solutions. * Define and track success through business metrics, flow metrics, and feedback loops that make performance visible and actionable. * Contribute to technical direction by evaluating tools, documenting patterns, and creating reusable foundations that help the team scale its impact. WHAT YOU'LL BRING * A Technologist at Heart - Genuinely invested in technology, the foundational and the cutting-edge in equal measure. You're as energised by a well-designed API integration as you are by the latest foundation model release. You reach for the simplest solution that solves the problem well, rather than forcing new technology when proven approaches would do. AI is a powerful part of your toolkit, but it sits on top of solid engineering fundamentals, not in place of them. * Competent, Confident Coding Skills - You can build working solutions end-to-end, write clean and maintainable code, and debug effectively. Whether your skills were honed in a traditional engineering role, through building automations, or shipping side projects, what matters is that you can deliver production-quality work independently. * AI & LLM Technical Depth - Strong proficiency in at least one modern scripting language (Python, JavaScript/TypeScript, or similar) and a solid understanding of REST APIs, GraphQL, and integration patterns. Deep, practical experience with modern AI technologies, specifically: Prompt engineering as a core discipline: designing effective system prompts, managing context windows, structuring multi-turn interactions, evaluating output quality, and iterating systematically on prompt design. * Model selection and cost-performance trade-offs: understanding when a smaller fine-tuned model outperforms a general-purpose large one, when RAG is the right architecture versus expanding the context window, and how to make principled decisions about capability versus cost. * Agentic architecture patterns: tool use, multi-agent orchestration, human-in-the-loop designs, guardrails, evaluation frameworks, and production-grade reliability patterns.Practical fluency across the LLM ecosystem: hands-on experience with models from Anthropic, OpenAI, open-source alternatives, and the judgment to know which to reach for and when. * AI Safety & Risk Awareness - You think critically about how the solutions you build could be exploited, misused, or produce unintended consequences. You know how to design appropriate guardrails (input validation, output filtering, access controls, prompt injection defences, and data leakage prevention) and you treat these as first-class engineering concerns. * Systems Thinking & Diagnostic Rigour - The ability to look at a complex process and see the constraint. Comfortable mapping how work flows end-to-end, identifying bottlenecks, and tracing problems to root causes before proposing solutions. You instinctively ask "what's actually blocking flow here?" before asking "what model should I use?" * Business System Expertise - Familiarity with the landscape of enterprise business systems, CRM (Salesforce), marketing automation (Marketo), support platforms (Zendesk), integration and orchestration tools (Workato), AI platforms (Relevance AI), and enterprise search and knowledge tools (Glean). You don't need deep experience with all of these, but to understand what they do, how they fit together, and be willing to build with and across them. A strong understanding of enterprise data models and workflows is essential. * Broad Functional Understanding - Ability to have meaningful conversations with stakeholders across diverse domains and quickly understand their unique needs. * End-to-End Ownership - Track record of owning complex initiatives from discovery through delivery. Comfortable operating with ambiguity and driving to measurable outcomes independently. * Product Mindset - Ability to scope MVPs, prioritise ruthlessly, and deliver iteratively. In addition, consider adoption, user experience, and business outcomes.   Preferred requirements * Experience with GitLab platform and CI/CD workflows * Background in consulting, solutions engineering, or customer-facing technical roles * Familiarity with value stream mapping, flow metrics, or Theory of Constraints thinking * Experience with low-code/no-code orchestration tools (n8n, Make, Workato) alongside custom development * Previous startup or high-growth company experience * Experience mentoring or leading technical projects with junior engineers ABOUT THE TEAM You will join the Enterprise Technology & AI team. We're the backbone of the organisation, driving transformation in how GitLab team members make decisions, operate at scale, and deliver results for our customers. We believe the best AI solutions start with understanding the system, not the technology. We value people who think in constraints and flow, who build with conviction, and who never stop learning. We work in an all-remote, asynchronous setting, guided by GitLab's values of collaboration, results, efficiency, diversity, inclusion and belonging, iteration, and transparency. The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range $108,400—$129,600 USD HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * Benefits to support your health, finances, and well-being * Flexible Paid Time Off  * Team Member Resource Groups * Equity Compensation & Employee Stock Purchase Plan * Growth and Development Fund * Parental Leave  Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. With Metronome, companies can launch products faster, offer any pricing model, and streamline finance workflows without writing code. Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, NVIDIA, Confluent, and Anthropic. WHAT YOU’LL DO As a member of our technical support engineering team, you will be on the front lines providing world-class customer service. As part of our engineering organization, you will become an expert on our product and partner closely with Metronome's engineers, customer success, solutions architecture, and growth teams, as well as our customers' developers. Your primary responsibilities will include handling customer escalations through our ticketing system, using internal observability tools to diagnose and scope customer-facing issues, collaborating directly with customers via Slack and other channels, and developing internal tools and documentation to improve the support experience. Since we view every support escalation as an opportunity to learn, both as individuals and as a company, you will play a critical role in providing feedback to our product team on common challenges and influencing our product roadmap. Through your interactions with individual customers, you will help improve our product for everyone. Your work will play a crucial role in ensuring our customers' success and the continued effectiveness of their integration with Metronome. RESPONSIBILITIES * Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality. * Troubleshoot any issues that arise from customers and diagnose any blockers. Escalate issues with customer context to the engineering team. * Develop internal tools to automate customer workflows that are currently unavailable in our product. Provide feedback on recurring patterns and advocate for addressing feature gaps in the product. * Design and assist in implementing a comprehensive knowledge base to assist customers with using our product. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 2+ years of work experience in a B2B customer-facing technical support organization or in engineering * Experience working closely with engineering teams and providing technical feedback on customer issues * Ability to debug and triage bugs and escalations from customers * Can communicate technical capabilities of the product to customers * Experience writing scripts or internal tools using APIs, and functional knowledge of SQL * Strong written and verbal communication skills, with the ability to break down complex technical concepts clearly * A mindset of customer empathy and ability to solve challenging problems PREFERRED QUALIFICATIONS * Experience as an early or founding member of a support team, including building processes from scratch * Startup experience and familiarity with scaling a support team * Programming experience in one or more of Typescript, Python, or Ruby * You have worked on modern enterprise software which is business critical * Experience creating knowledge base articles and internal documentation * Familiarity with at least one ticketing system, such as Pylon, Zendesk, Front, or similar

Roblox

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.  At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.  A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. We are seeking a highly motivated Senior Analyst, Tools and Systems Administrator to manage the implementation and innovation of tooling initiatives across our Operations teams. In this role, you will join a growing team of administrative, incident management and product support teams in India, providing comprehensive tools and admin support to our global operations teams. You will help build a premier suite of agent tooling by managing systematic changes, identifying improvements, and delivering exceptional customer service. You Will: * Administer and configure applications to support 24/7 operations, including Zendesk, Absorb, Qualtrics, JIRA and other 3rd party and internally developed tools. * Analyze and translate business requirements into technical requirements, coordinating with operations teams to evaluate new functionality and implement tooling. * Support vendor team onboarding and off-boarding, including account creation, access provisioning, and the setup and troubleshooting of provisioned tools. * Respond to and resolve ad-hoc tickets from internal and vendor facing teams via Jira, while monitoring Slack pings, emails, and collaborating with global operational teams. * Work proactively with internal and external teams to identify, analyze, and resolve tool-related issues before problems arise, ensuring all incident management protocols are diligently followed. * Maintain detailed documentation and provide regular reports on configuration, experience and support activities. You Have: * 7+ years of experience in tools and systems administration, focusing heavily on end-user support, alongside 2+ years of experience with CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, and database administration. * 2+ years of experience owning the end-to-end implementation, instrumentation, and integration of front and back-office applications. * The ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies. * Experience collaborating and communicating technical information clearly to management, product development teams, and both technical and non-technical users. * Leveraged AI / LLM based tools to solve complex problems. You Are: * Analytical & Innovative: You are excited to investigate large, ambiguous problems, measure solutions, and execute out-of-the-box ideas to mitigate emerging risks. * A Proactive Problem Solver: You anticipate potential problems, take decisive action to solve them autonomously, and prioritize effectively. * Customer-Focused: You are passionate about delivering exceptional customer service and resolving issues efficiently while managing conflicting priorities for internal and external customers. * Team-Oriented: You lift up your peers, work effectively as part of a global team, and are able to work flexible hours to adapt to changing priorities. Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted). Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process. For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.

Databricks

P-1495 ABOUT DATABRICKS At Databricks, we are passionate about enabling data teams to solve the world's toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the world's best data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers — and customer obsessed — we leap at every opportunity to solve technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started. ABOUT THE ROLE Databricks is seeking a Senior Staff Product Operations Manager to serve as the chief architect of our internal operational ecosystem. This is a high-leverage leadership role embedded within Engineering, designed to orchestrate the complex intersection of technical innovation, product lifecycle maturity, and global Go-to-Market (GTM) acceleration. In this capacity, you will move beyond the management of existing processes to lead the creation of a formal Operational Association. You will be responsible for designing the high-fidelity frameworks that allow our engineering organization to remain agile while ensuring that every product investment is data-driven, transparent, and rigorously aligned with our long-term commercial strategy. This role is purpose-built for a strategic thinker who excels at navigating the "gray space" between a deep technical roadmap and the sophisticated financial requirements of a global enterprise platform. IMPACT * Operational Orchestration: Define and govern the strategic engagement model between Engineering, Product, and GTM, ensuring that product lifecycle milestones are seamlessly integrated with field readiness and revenue velocity. * Investment Intelligence: Act as a critical advisor to executive leadership, applying a consultant’s rigor to evaluate business investments. You will analyze resource allocation, unit economics, and the opportunity costs inherent in scaling a world-class Data and AI platform. * Synthesis of Ambiguity: Transform disparate, multi-dimensional data signals from across the organization into coherent business insights. You will be the definitive voice in translating "engineering velocity" into "market impact," providing the clarity necessary for high-stakes decision-making. * Systems Transformation: Lead the evolution of our product development lifecycle (PDLC). You will identify structural bottlenecks and design scalable solutions that enhance organizational throughput without sacrificing technical excellence. * Strategic Connective Tissue: Serve as the authoritative bridge between the "How" of technical execution and the "Why" of business value, ensuring a unified language of success across our most senior stakeholders. Key Responsibilities: * Act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment, product readiness, and continuous improvement across support workflows. * Lead and execute strategic initiatives to scale global Support operations, including coverage models, KPI frameworks, and support process enhancements. * Translate operational pain points into product and tooling requirements—partnering with internal tools, engineering, and analytics teams to drive automation, triage efficiency, and AI assistant improvements. * Build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across support channels. * Support quarterly and annual planning cycles, including headcount, capacity modeling, and budget alignment in partnership with Finance and Workforce Management. * Influence senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions. What We Look For:  * Professional Experience: Minimum of 9 years of professional experience in Management Consulting, Product Strategy, Technical Program Management, or Operations within the technology sector. * Bachelor’s degree in a technical, mathematical, or analytical field (e.g., Computer Science, Engineering, Economics). An MBA is highly preferred. * Demonstrated experience in designing and scaling operational frameworks or internal software systems within a high-growth SaaS or enterprise technology environment. * Expert-level ability to navigate large, complex datasets using SQL-based tools and Business Intelligence (BI) platforms to drive strategic decision-making. * Proven track record of leading high-stakes, multi-quarter initiatives involving diverse cross-functional teams such as Engineering, Product, and Sales. * Exceptional ability to synthesize complex technical concepts into clear, actionable business strategies for non-technical executive audiences. NICE TO HAVE:  * Familiarity with Databricks tools, especially for extract/transform/load functions * Experience working on Support Operations for SaaS based companies. * Familiarity with tools like Salesforce, Zendesk, Jira, Looker/Tableau, and operational workflows   Pay Range Transparency Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.   Local Pay Range $199,700—$274,550 USD About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.

Databricks

P-1495 ABOUT DATABRICKS At Databricks, we are passionate about enabling data teams to solve the world's toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the world's best data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers — and customer obsessed — we leap at every opportunity to solve technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started. ABOUT THE ROLE Databricks is seeking a Senior Staff Product Operations Manager to serve as the chief architect of our internal operational ecosystem. This is a high-leverage leadership role embedded within Engineering, designed to orchestrate the complex intersection of technical innovation, product lifecycle maturity, and global Go-to-Market (GTM) acceleration. In this capacity, you will move beyond the management of existing processes to lead the creation of a formal Operational Association. You will be responsible for designing the high-fidelity frameworks that allow our engineering organization to remain agile while ensuring that every product investment is data-driven, transparent, and rigorously aligned with our long-term commercial strategy. This role is purpose-built for a strategic thinker who excels at navigating the "gray space" between a deep technical roadmap and the sophisticated financial requirements of a global enterprise platform. IMPACT * Operational Orchestration: Define and govern the strategic engagement model between Engineering, Product, and GTM, ensuring that product lifecycle milestones are seamlessly integrated with field readiness and revenue velocity. * Investment Intelligence: Act as a critical advisor to executive leadership, applying a consultant’s rigor to evaluate business investments. You will analyze resource allocation, unit economics, and the opportunity costs inherent in scaling a world-class Data and AI platform. * Synthesis of Ambiguity: Transform disparate, multi-dimensional data signals from across the organization into coherent business insights. You will be the definitive voice in translating "engineering velocity" into "market impact," providing the clarity necessary for high-stakes decision-making. * Systems Transformation: Lead the evolution of our product development lifecycle (PDLC). You will identify structural bottlenecks and design scalable solutions that enhance organizational throughput without sacrificing technical excellence. * Strategic Connective Tissue: Serve as the authoritative bridge between the "How" of technical execution and the "Why" of business value, ensuring a unified language of success across our most senior stakeholders. Key Responsibilities: * Act as the connective tissue between Support, Product, Engineering, and Analytics to drive operational alignment, product readiness, and continuous improvement across support workflows. * Lead and execute strategic initiatives to scale global Support operations, including coverage models, KPI frameworks, and support process enhancements. * Translate operational pain points into product and tooling requirements—partnering with internal tools, engineering, and analytics teams to drive automation, triage efficiency, and AI assistant improvements. * Build and maintain dashboards that measure support effectiveness, surface product-driven case trends, and track customer experience across support channels. * Support quarterly and annual planning cycles, including headcount, capacity modeling, and budget alignment in partnership with Finance and Workforce Management. * Influence senior stakeholders by turning support and operational insights into clear, data-driven narratives that inform product and business decisions. What We Look For:  * Professional Experience: Minimum of 9 years of professional experience in Management Consulting, Product Strategy, Technical Program Management, or Operations within the technology sector. * Bachelor’s degree in a technical, mathematical, or analytical field (e.g., Computer Science, Engineering, Economics). An MBA is highly preferred. * Demonstrated experience in designing and scaling operational frameworks or internal software systems within a high-growth SaaS or enterprise technology environment. * Expert-level ability to navigate large, complex datasets using SQL-based tools and Business Intelligence (BI) platforms to drive strategic decision-making. * Proven track record of leading high-stakes, multi-quarter initiatives involving diverse cross-functional teams such as Engineering, Product, and Sales. * Exceptional ability to synthesize complex technical concepts into clear, actionable business strategies for non-technical executive audiences. NICE TO HAVE:  * Familiarity with Databricks tools, especially for extract/transform/load functions * Experience working on Support Operations for SaaS based companies. * Familiarity with tools like Salesforce, Zendesk, Jira, Looker/Tableau, and operational workflows   Pay Range Transparency Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.   Local Pay Range $179,700—$247,050 USD About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.

Datadog

THE TEAM As Datadog’s in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers, from the world’s most innovative startups to the largest enterprises. Through deep technical expertise, relentless problem-solving, and exceptional customer engagement, we educate, guide, and troubleshoot, delivering high-impact solutions that shape the customer experience. Whether through hands-on technical call, in-depth fact findings meeting, or complex investigations, we set the gold standard for technical excellence and customer advocacy. As part of our TEE team, you’ll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level. ROLE SUMMARY As part of the Technical Escalation Engineering (TEE) team, you’ll operate at the heart of Datadog’s ecosystem, working at the intersection of Technical Solutions, Engineering, Product, and our Customers. Every challenge you take on will directly impact the performance, scalability, and success of both our clients and our platform. You’ll be in an environment that moves fast, challenges you daily, and rewards curiosity, ownership, and technical excellence. This is your chance to shape the future of observability and security, driving innovation, mentoring teams, and influencing product direction while witnessing your expertise make an immediate and lasting impact. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.  WHAT YOU’LL DO: *       Develop deep technical expertise and continuously learn as the product evolves. *       Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision. *       Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE), ensuring they’re equipped to handle any challenge. *       Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform. *       Become the go-to expert on Agent at Datadog, mastering both the technical landscape and the customer experience. *       Triage, investigate, and resolve complex Agent-related escalations spanning over Agent deployment, configurations, Agent performance, OOB and custom integrations, and telemetry/logs collection. WHO YOU ARE: *       A self-driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations. *       A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility. *       An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues. *       A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence. *       An expert working across Linux, Windows, and MacOS, with strong system-level troubleshooting skills (processes, services, networking, file systems). *       Hands-on with CLIs, APIs, and config files (YAML/JSON), and can confidently guide others toward best practices. *       Comfortable navigating containerized environments like Docker and Kubernetes. *       Confident with scripting and automation (Python, Go, or Bash) to improve troubleshooting workflows. BONUS POINTS *       Computer Science or Engineering majors *       Experienced in using Zendesk, Jira, Confluence, or similar softwares. *       Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a strong plus. Datadog values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. BENEFITS AND GROWTH: *       Generous and competitive benefits *       New hire stock equity (RSUs) and employee stock purchase plan *       Continuous career development and pathing opportunities *       Product training to develop an in-depth understanding of our product and space *       Best in breed onboarding *       Internal mentor and buddy program cross-departmentally *       Friendly and inclusive workplace culture Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. ---------------------------------------------------------------------------------------------------------------------------------- About Datadog:  Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. ---------------------------------------------------------------------------------------------------------------------------------- Equal Opportunity at Datadog: Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.  Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.  Privacy and AI Guidelines: Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.

Toast

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. Our Account Recovery team plays a critical role in protecting customer accounts while delivering exceptional customer experiences. As an Account Recovery Agent, you'll help customers securely regain access to their accounts by managing sensitive recovery requests, conducting identity verification, investigating account access issues, and making sound security decisions. This role requires a customer-first mindset, strong attention to detail, and a commitment to balancing security with a seamless support experience. A day in the life (Responsibilities)  * Own end-to-end resolution of customer account recovery requests, including Multi-Factor Authentication (MFA) resets, verified phone number and OTP resets, email address changes, and account access recovery. * Perform identity and authority verification by following established security protocols before making any account changes. * Investigate account access issues by reviewing account history, login activity, and available internal data to identify potential fraud or unauthorized access attempts. * Apply sound judgment to approve, deny, or escalate recovery requests based on established verification standards and security guidelines. * Support customers across multiple communication channels, including inbound and outbound phone calls, email, and case-based workflows. * Communicate clearly and empathetically during sensitive customer interactions while maintaining security requirements and setting appropriate expectations. * Accurately document investigation findings, verification steps, decisions, and customer interactions to ensure audit-ready case records. * Prioritize and manage workload effectively while meeting quality, compliance, productivity, and service level objectives. * Collaborate closely with cross-functional teams, including Customer Support, Fraud Operations, Trust & Safety, Identity & Access Management, Payroll, and Security, to resolve complex customer cases. * Identify opportunities to improve operational processes while maintaining strong security controls and an exceptional customer experience. What you'll need to thrive (Requirements) * Bachelor's degree in any discipline or equivalent professional experience. * 1–3 years of experience in Customer Support, Fraud Operations, Trust & Safety, Risk Operations, Account Security, Technical Support, or similar operational roles. * Experience handling sensitive customer interactions while maintaining professionalism and empathy. * Strong investigative and analytical skills with the ability to make informed decisions using available information. * Excellent written and verbal communication skills with a customer-first mindset. * High attention to detail and the ability to consistently follow structured processes and security procedures. * Experience working with CRM or case management platforms such as Salesforce, Zendesk, or similar tools. * Ability to manage multiple priorities in a fast-paced operational environment while meeting quality and SLA expectations. * Demonstrated integrity and discretion when handling sensitive customer information and personally identifiable information (PII). * Flexibility to work rotating shifts starting 7:30 PM IST, including evenings, weekends, and holidays, to support customers in standard U.S. hours. What will help you stand out (Nonessential Skills/Nice to Haves) * Experience in fraud prevention, account takeover investigations, identity verification, or cybersecurity support. * Familiarity with authentication and identity management concepts, including Multi-Factor Authentication (MFA), account recovery, and access management. * Experience supporting SaaS, fintech, banking, e-commerce, telecommunications, or other security-focused environments. * Experience using tools such as Salesforce, Splunk, Persona, Okta, Duo, Authy, or similar authentication and investigation platforms. * Knowledge of risk assessment, fraud detection, or trust and safety operations. * Continuous improvement mindset with the ability to identify opportunities to enhance operational efficiency and customer experience. * Ability to navigate ambiguity while balancing customer needs with security and compliance requirements. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.   Our Total Rewards Philosophy  We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Twilio

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 our next Technical Support Expert - Accounts & Billing About the job This position is needed for delivering award-winning support to Twilio customers, making this role critical to supporting our customer base. This role will partner with various technical support, customer success, account administration, and billing teams at Twilio, and it will be customer-facing. The ideal candidate is a strong communicator, enjoys diving deep into details, excels at using data and reporting, and has a sharp attention to detail. This position will support our Global Account Administration and Billing Support team by helping resolve customer escalations and addressing complex technical issues related to our billing platform, which includes both Twilio and SendGrid. In addition, the TSE3 identifies emerging customer issues, manages break/fix escalations, and resolves TSE pain points. Responsibilities In this role, you’ll: * Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers * Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequencesCollect, document, and collate feedback for continuous improvement * Own customer communication and ticket handling during account administration and billing-related incidents * Evaluate various circumstances and apply credits or refunds as designated within policy. * Troubleshoot complex issues, including technical components, to ensure proper functionality.Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures * Deliver training on specific topics to help the development of peers * Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira) * Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more * Act as a point of contact for senior leadership escalation support when necessary * Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc. * Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support * Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training 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 relevant experience  * Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results * Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis * Experience with Salesforce, Zuora, or other financial management software. * Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA) * Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs * Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression (Combined the two general communication/writing points) * Ability to professionally and diplomatically address customer concerns and provide concise feedback * Ability to create, verify, identify gaps and process technical documents * Ability to de-escalate tense or challenging customer situations in a live environment  Desired: * Proficiency with Excel, SQL, database queries, ZenDesk * Knowledge and experience in tools like Airtable, Trello or Asana * Working knowledge of JIRA with a plus for JIRA Administration * Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.)  Location This role will be remote, and based in Colombia 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.

Discord

Discord has a highly engaged community of millions of daily active users who use the platform for many different reasons, but there’s one thing that nearly everyone does: play video games. Discord plays a uniquely important role in the future of gaming, and we are focused on making it easier and more fun for people to hang out before, during, and after playing games. The Customer Experience team at Discord has the privilege of supporting our communities, listening to their feedback, and sharing these insights with other teams to help make the Discord experience the best that it can possibly be. We’re looking for a Director of Customer Experience to lead the next chapter of our support story: a bold, AI-powered transformation of how we serve tens of millions of users worldwide. You’ll inherit a talented, established team of in-house CX specialists and own the strategy, culture, and execution that defines what great support looks like at Discord. This is a high-visibility, high-impact role for a senior leader who thrives on building world class systems that solve problems for customers. This person will report to the Senior Director of Scaled Operations. What you'll be doing * Define and drive a CX transformation strategy that harnesses AI, intelligent tooling, and data-driven insights to deliver faster, higher-quality support at global scale * Lead, develop, and inspire a global team of in-house CX specialists building a culture of ownership, continuous improvement, and genuine care for our users * Own the end-to-end user support experience, setting the vision for quality, efficiency, and satisfaction across all channels and contact types * Champion AI-first support models including intelligent triage, AI agents, and proactive deflection strategies, partnering closely with technical teams to bring them to life * Partner cross-functionally with Product, Engineering, and Data teams to identify upstream drivers of contact volume, close the feedback loop, and measurably improve the user experience * Define and defend the KPIs that matter and translate data into executable strategy that moves the needle * Build and maintain high-trust operational partnerships to ensure global coverage, quality consistency, and resilience across all support channels What you should have * 10+ years in customer support or customer experience, including 5+ years leading large-scale global support organizations at major technology companies * A proven track record of CX transformation at scale. You’ve modernized tooling, implemented AI-powered support, and have the metrics to prove it moved the needle * Deep fluency in AI-powered support models. You understand how to build a modern support stack, maximize automation, and know where human judgment still wins * Exceptional people leadership. You develop leaders, grow high-performing teams, and create environments where people do the best work of their careers * Strong analytical fluency. You’re comfortable in the data, can diagnose what’s broken, and translate insight into executable strategy * A highly collaborative operating style. You build strong cross-functional partnerships with Product, Engineering, Finance, and Legal, and know how to drive outcomes across organizational lines * Genuine enthusiasm for Discord’s mission and an intuition for what community-driven platforms demand from their support experience Bonus points * Hands-on experience implementing or scaling AI support agents (e.g., conversational AI platforms, automated resolution tools) * Deep familiarity with Zendesk or enterprise CX platforms at significant scale * Background in Trust & Safety or experience supporting policy-sensitive user issues * Experience managing global vendor or BPO relationships as part of a broader support strategy Candidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties). Relocation assistance may be available. The US base salary range for this full-time position is $224,000 to $252,000 + equity + benefits. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits. Why Discord?  Discord plays a uniquely important role in the future of gaming. We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests, and helps developers build and grow their businesses. We believe games give us a way to have fun with our favorite people, whether listening to music together or grinding in competitive matches for diamond rank. Join us in our mission! Your future is just a click away! Discord is committed to inclusion and providing reasonable accommodations during the interview process. We want you to feel set up for success, so if you are in need of reasonable accommodations, please let your recruiter know. Please see our Applicant and Candidate Privacy Policy for details regarding Discord’s collection and usage of personal information relating to the application and recruitment process by clicking HERE.

Gitlab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE As Director, Support Engineering for our Bengaluru Center of Support, you'll build and manage GitLab's India-based regional support hub as a strategic peer to our Americas and Europe, Middle East, and Africa hubs. Reporting to the Vice President of Support Engineering, you'll own the hub's organizational design, headcount growth, management infrastructure, and operating standards while building a healthy team that delivers enterprise-grade technical support across Asia-Pacific and Europe, Middle East, and Africa time zones. This remote-friendly role is based in Bengaluru, India. WHAT YOU’LL DO * Design and build the Bengaluru hub's organizational structure, including specialist and management roles, customer and product segmentation, and shift coverage models. * Establish the management infrastructure, operating rhythms, escalation frameworks, and quality standards needed to support sustainable headcount growth. * Manage hiring and retention in partnership with Talent Acquisition, including role profiles, interview panels, offer selections, career paths, internal mobility, recognition, and team culture. * Develop managers and support engineers, set clear performance expectations, provide transparent feedback, and create pathways into global Support Engineering management roles. * Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and transparent reporting against global key performance indicators. * Implement local escalation workflows, Request for Help integration, and shift handoff protocols across the Asia-Pacific, Europe, Middle East, and Africa, and Americas support hubs. * Guide the hub's use of GitLab's artificial intelligence toolchain and partner with Support Operations and Strategy on tooling, analytics, and process automation. * Work with regional Support Engineering managers, Product, Engineering, and the Vice President of Support Engineering on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap. WHAT YOU’LL BRING * Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure. * A record of building or significantly scaling a support organization, including organizational design, hiring infrastructure, onboarding, and team culture. * Experience establishing a global delivery hub or Center of Support and coordinating service delivery across regions and time zones. * Deep knowledge of supporting enterprise software as a service, including managing service-level obligations, tiered support models, escalation frameworks, and operational metrics. * Experience working in a distributed environment that combines asynchronous and synchronous collaboration, with clear written and verbal communication. * Familiarity with AI-assisted support tooling and experience introducing new tools or automation at scale. * Demonstrated ability to retain and develop technical team members in a dynamic hiring market. * Knowledge of DevSecOps platforms, continuous integration and continuous delivery tooling, Kubernetes, or cloud-native infrastructure, along with experience using support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools. Experience with GitLab as a user, administrator, or customer is helpful. ABOUT THE TEAM The GitLab Support Engineering team is distributed across the Americas, Europe, Middle East, and Africa, and Asia-Pacific. Support engineers and managers work on tickets and help GitLab's customers. We also examine code and logs to find root causes. We solve complex problems collectively, participate in pairing sessions and one-on-ones, and stay in communication across time zones through deliberate asynchronous work habits. Support is where customers meet GitLab, and we take that seriously. Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. The Fortune 100 claim is based on GitLab data and refers to the top 20% of companies ranked in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited aren't affiliated with and don't endorse GitLab products or services. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * Benefits to support your health, finances, and well-being * Flexible Paid Time Off  * Team Member Resource Groups * Equity Compensation & Employee Stock Purchase Plan * Growth and Development Fund * Parental Leave  Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Twilio

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 Support Engineer - Accounts & Billing. About the job We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work. You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.  Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.  Work Schedule: Monday to Friday - 6:30 AM to 3:30 PM Tuesday to Saturday - 6:30 AM to 3:30 PM Sunday to Thursday - 6:30 AM to 3:30 PM Responsibilities In this role, you’ll: * Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality * Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution * Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction * Clearly communicate with customers and other internal teams about issues impacting their service * Effectively verify that issues have been resolved * Execute internal processes to streamline and scale support * Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions * Reporting and knowledge base documentation expertise * Provide Email, Chat and Phone support to customers  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: * Past billing experience, including analyzing the invoices  * Knowledge of Excel, SQL and ZenDesk * Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own * Ability to help, train and mentor team-members, and advise on improvements for our Billing platform  * Ability to make sound decisions quickly and efficiently * Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties * Respond to customer inquiries related to billing reconciliation and account audits * Investigate billing, pricing and usage issues and communicate the findings to our customers * Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions * Past experience in Zuora or any other financial management software  Location This role is remotely 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. 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.

Twilio

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 Manager, Technical Support About the job This position is needed to lead one of Twilio's Customer Support teams in IN. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.  We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our global Voice Segment Platform Applications(VSPA)  Customer Support teams, specifically our IN team. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives. Responsibilities In this role, you’ll: Customer Service & Operational Excellence * Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management. * Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. * Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. Team Leadership & Development * Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance. * Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. * Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics. Escalation & Incident Management * Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). * Collaborate with cross-functional teams to implement betterment plans for recurring issues. * Respond swiftly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies. Process Improvement & Strategy * Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. * Partner with other managers and business stakeholders to improve support processes and enhance customer experience. * Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. Hiring & Workforce Planning * Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent. * Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. Cross-functional Collaboration * Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. * Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges. 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 relevant experience of which minimum 4+ years in people management. * Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions. * Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience * Experience being inclusive, while working with team members in different geographic locations and time zones * Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge * Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale * Have proven documentation ability to “write it down” to create and curate internal and external documentation * Have Strong English written and verbal communication skills Desired: * Understanding and experience with AI related tools. * Strong commercial acumen with the ability to identify expansion opportunities through customer interactions. * Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes. Location This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Telangana, Tamil Nadu) 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.