Supportability Engineer, Level 3

🕒 Maio 7

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Twilio

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Milhões de desenvolvedores ao redor do mundo já usaram a Twilio para desbloquear a magia das comunicações e melhorar qualquer experiência humana. A Twilio democratizou canais de comunicação como voz, texto, chat, vídeo e e‑mail ao virtualizar a infraestrutura global de comunicações por meio de APIs simples o bastante para qualquer desenvolvedor usar e, ao mesmo tempo, robustas o suficiente para impulsionar as aplicações mais exigentes do mundo. Ao tornar as comunicações parte do kit de ferramentas de todo desenvolvedor de software, a Twilio capacita inovadores em todos os setores — de líderes emergentes às maiores organizações do mundo — a reinventar a forma como as empresas se relacionam com seus clientes. Fundada em 2008, a Twilio conta com mais de 5.000 funcionários em 26 escritórios, em 17 países e crescendo, com sede em San Francisco e outros escritórios em Atlanta, Bangalore, Berlim, Bogotá, Denver, Dublin, Paris, Praga, Hong Kong, Irvine, Londres, Madri, Munique, Malmö, Mountain View, Redwood City, Nova York, São Paulo, Sydney, Melbourne, Cingapura, Tallinn e Tóquio.

Descrição

• 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.

🎯 Requisitos

• 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. • 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.

🏖️ Benefícios

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • And much more.