Supportability Engineer 3
Twilio
Remote - IndiaremotePosted 28 days ago
Skill Required
ServicesEngineeringR ProgramminganalyticalSnowflakeTableauNode.jsDatadogPythondesignJavaAPIsSQLGoAI
Key highlights
- Remote role based in India
- 5+ years of experience required
- Competitive pay and comprehensive benefits
- Occasional travel may be required
Role overview
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. This role as a Customer Experience Operations Supportability Engineer 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 serve as the technical voice of the customer, advocating for them 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
- 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.
- 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.
Nice to have
- 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.
- Familiarity with customer or consumer trust application(s) and systems
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Additional details
- This role will be remote, and based in India.
- You may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
- 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.
- Twilio uses Artificial Intelligence (AI) to help make our hiring process efficient. Every hiring decision is made by real Twilions!
- 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.
- Twilio participates in the E-Verify program in certain locations, as required by law.
- Twilio thinks big and seeks colleagues who embody our values — something we call Twilio Magic. We empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
- Stay alert to recruitment fraud: Scammers sometimes impersonate Twilio recruiters. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.