Job Description
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!
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See yourself at Twilio
Join the team as Twilio’s next Supportability Engineer 3.
About the job
This position is needed to embed customer-centricity into the product development lifecycle and eliminate friction before it reaches the user. As a Supportability Engineer, you will sit at the critical intersection of Customer Experience and R&D, serving as the technical voice of the customer. You will go beyond standard readiness; you will advocate for the customer during the design phase to prevent issues before they occur. By analyzing data and collaborating with engineering, you will influence product roadmaps, drive seamless launches, and design excellence into our products to minimize the need for reactive support.
Responsibilities
In this role, you’ll:
- Embed customer supportability requirements into the earliest stages of the Product Development Lifecycle (PDLC) by participating in design reviews and technical planning with R&D.
- Analyze support data and customer feedback to construct evidence-based business cases that influence R&D to prioritize certain improvements.
- Provide specifications for proactive product features (such as clearer error messages and diagnostic tools) to reduce friction and deflect potential support tickets.
- Orchestrate the Global Ops readiness strategy for new features, ensuring Frontline Support and Ops teams are equipped with the necessary training, documentation, and tooling prior to launch.
- Collaborate with R&D to translate complex customer use cases into actionable requirements that ensure long-term product health.
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 experience in Technical Support, Product Operations, Technical Account Management, or Engineering, with a specific focus on complex technical products (APIs, SaaS, or Telecommunications).
- Experience working within the technology industry (Including APIs and VOIP) in either a development or support capacity. Familiarity with customer or consumer trust application(s) and systems preferred.
- Proven analytical skills with experience using data tools (such as Splunk, DataDog, Snowflake, SQL, or Tableau) to derive actionable insights from customer feedback and support trends.
- Excellent communication and influence skills, with the ability to advocate for customer needs to technical stakeholders and negotiate prioritization of supportability features.
Desired:
- Experience with project management methodologies or experience managing programs/product launches
- Proficiency in a scripting or programming language (Python, Java, Node.js) to better understand the developer experience.
- Knowledge of Design Thinking or User Experience (UX) principles to identify friction points in customer journeys.
Location
This role will be remotely based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi.
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.
