engineering
Posted 3 days agoSupportability Engineer 3
at Twilio
IndiaRemote
Responsibilities
- Analyze support data and customer feedback to construct evidence-based business cases that influence R&D to prioritize certain improvements.
- 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
- We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! .
- Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.
- We are always looking for people who will bring something new to the table! *Required:
- 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.
- experience using data tools (such as Splunk, DataDog, Snowflake, SQL, or Tableau) to derive actionable insights from customer feedback and support trends.
- 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
- Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Experience
- Twilio product experience is a must. 5+ years of
Benefits
- 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.
Additional details
- 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.
- 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
- requirements into the earliest stages of the Product Development Lifecycle (PDLC) by participating in design reviews and technical planning with R&D.