Supportability Engineer 3

See yourself at Twilio

Join the team as Twilio’s next Customer Experience Operations Supportability Engineer. 

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 remote, and based in Colombia. 

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

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.