Supportability Engineer 3

🕒 June 17

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• 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.

🎯 Requirements

• 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 preferred. • Proficiency in a scripting or programming language (Python, Java, Node.js) to better understand the developer experience preferred. • Knowledge of Design Thinking or User Experience (UX) principles to identify friction points in customer journeys preferred.

🏖️ Benefits

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