In this #BehindTheBuilder post, Cesar Hernandez shares how curiosity, connection, and a well-timed referral led him to Twilio. From championing process improvements to giving back in Bogotá, Cesar reflects on what it means to lead with empathy, show up with purpose, and grow with intention.

Behind the Builder: Cesar Hernandez, Manager, Personalized Support

Be honest Cesar: What was your “Wait, Twilio’s hiring?!” moment? 👍

I first heard about Twilio on YouTube. Jeff Lawson, the company founder and former CEO, was being interviewed for The Inside Story, and he was diving into the whole “Ask Your Developer” mindset. I remember thinking, “This company really gets it.”

Then during the pandemic, as businesses looked for better ways to stay connected with their customers, Twilio started showing up everywhere. A former colleague got a job there and later reached out and said, “Twilio is exactly what you’ve been looking for!” I thought, “Wait — Twilio’s in Colombia?!”

When the right role came along, he referred me — and the rest is history. Fast forward three and a half years, and I love being a Twilion.

What are you building at Twilio (besides a reputation for being awesome)?  🙌

As a manager on the Personalized Support team, I’m building a high-touch, high-ownership team that shows up when things get complex and stays proactive—building and maintaining trust through daily interactions. We partner closely with Product, Engineering, Operations, and Account Teams—collaborating frequently to coordinate responses, keep communication clear end-to-end, and ensure Twilio’s most strategic customers receive personalized, proactive, and expert support.

Personalized Support is the highest tier of support Twilio offers, and beyond real-time response, we focus on our customers’ business outcomes—helping them achieve their goals and maximize the value of Twilio’s platform.

The impact of this work is twofold: customers get quicker, more reliable outcomes and a partner they can trust. Twilio, in turn, strengthens a scalable, and truly customer-centric support model.

Reflect on a memorable team moment and collective superpower 🧠

Before joining personalized support I led the Escalations and Engagement team. Our secret superpower was our deeply collaborative mindset. From day one, our leadership encouraged a culture where learning from each other and prioritizing team support was just as important as solving complex escalations from customers. When you're surrounded by high performers who are always innovating and pushing boundaries — respect and teamwork have to come first. 

Our first volunteering event in Bogotá a couple years back made that obvious — It was during our global support operations leaders' visit. That experience reminded us how powerful we are when we work together, not just in our day-to-day roles, but out in the community too. This philosophy sets the tone for who we are as a company — and it's become part of our DNA and how we operate. 

In fact, two of us now serve on Twilio’s Colombia Impact Committee — but in reality, everyone pitches in. That shared commitment has shaped how we think about being a Twilion — balancing technical excellence with a real sense of purpose and social impact.

When it comes to remote work, what’s your secret to staying sane, sharp, and sometimes showered? 🚿

Remote work is both a privilege and a blessing. Here in Bogotá, there’s a saying: “Bogotá is two hours away from Bogotá” — the traffic is that intense. Being able to work from home means I get all that commute time back, which I now use to prep better and be more efficient during the day. And of course, I get to fully take advantage of the modern tools and technologies that keep us connected.

The other big win? More time for my health. Since I’m already home when my work day ends, I’ve been able to go out and play tennis or table tennis with my son — and just by being more active, I’ve even started losing some weight. Funny enough, I’ve found that going for a run is the best way to clear my head when I’m stuck on a tough problem. That’s usually when the ideas start flowing.

What learning experience, resource, or opportunity pushed you outside your comfort zone — in the best way? 📚

A major turning point in my career came through the mentorship I received from my then-manager, who supported me as I transitioned into a People Manager role. Having someone believe in my potential — and actively invest in my growth — made all the difference. That experience has shaped how I now show up for others, both on my team and in my personal life.

That same commitment to growth and connection was front and center at last year’s Support Ops Managers Offsite. It gave me a deeper sense of how our strategy, mission, and values come to life. The networking conversations, team-building opportunities, and resources I took away from that experience have been key in helping me build a high-performing and unified team as well as contribute to my continued growth.

Which Twilio Magic value feels like it was written just for you? 🧢

Honestly, Twilio Magic values are like Beatles albums — it’s impossible to pick just one favorite. They're all uniquely wonderful and are massively influential in shaping our culture. But if I had to choose, ‘We Are Positrons’ captures how I try to lead, work, and show up every day.

I lean into this value because I genuinely believe that when you empower, support, and care for others, you build stronger teams — and become a better individual in the process.

But being a Positron isn’t just about staying positive — it’s about taking action, creating real impact, and making Twilio a place where both customers and co-workers feel heard and valued. And I plan to lean into this value in all roles I take on at Twilio.

Which Twilio perk are you secretly (or not-so-secretly) obsessed with? 😍

I’m a big fan of the Global Co-Working Program. While I fully embrace remote work, in my previous team of Support Escalations, we had  started a monthly in-person co-working day, and it was a game-changer. We set a clear agenda with icebreakers, team-building, knowledge sharing, and process reviews — but what makes it truly special is the intentional networking.

Each month, we invited a Twilion from a different team — a Data Analyst, Project Manager, or other stakeholder — to join a roundtable. We learned about their work, explored how we can collaborate more effectively, and then flip the script and let them ask us questions about our team and processes.

It strengthened our internal connections, improved cross-functional collaboration, and made us a more cohesive, high-performing team. The more connected we are, the better we function — and that’s what makes Twilio such a great place to work.