See yourself at Twilio

Join the team as our next Supportability Engineer at Twilio.

Who we are & why we're hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

We are a growing Supportability Engineering team focused on walking in the customer’s shoes, through our product into the support experiences, understanding the challenges and detailing areas for improvement and innovations.

About the job

This position is needed to serve as the liaison between our R&D and Global Operations teams, including customer support, specializing in Billing. Supportability Engineers work closely with Product Managers to make products easily supported and maintained over the lifecycle, transition products from R&D to customer facing teams, work with R&D to prioritize feature and improvement requests, and work with frontline teams to deliver readiness and serve as specialists for our products.

You will champion and drive proactive customer-centric features into the products and services, to eliminate and prevent customer issues.

The successful candidate is a dynamic individual with a track record of autonomous self-improvement, persistence in driving towards goals even in the face of adversity, focus on results, and an ability to draw the best out of people in a genuine way. The person hired for this position must use data to develop insights and use these to influence the appropriate stakeholders. Autonomy, technical skills, strong program management skills, and excellent verbal/written communication skills are a must.

Responsibilities

• Influence product and business teams to improve product supportability and collaborate with delivery teams to understand needs and deliver enablement.
• Construct data, evidence, and anecdotal-based business cases and provide design recommendations to influence significant R&D changes that improve product design and increase revenue.
• Analyze existing product experiences, determine improvements, and facilitate change with R&D as needed.
• Build comprehensive views of the R&D release pipeline through engagement with the Product team.
• Manage product release processes on behalf of all global operations teams, working closely with Product Managers to ensure effective functionality, tooling, and enablement.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having "desired" qualifications makes for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is 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 a direct customer-facing capacity or related experience, typically at Twilio’s P3 or above.
• Experience using various tools to analyze data to make informed decisions and drive change.
• High level of subject matter expertise and enthusiasm for building from scratch.
• A true owner, you are able to effectively and independently manage time and priorities, deliver results, and scale approaches based on situations and needs.
• Ability to influence both technical and non-technical audiences through strong verbal, written, and presentation skills.
• Demonstrated history of customer focus and empathy.
• Demonstrated ability to deal with ambiguity.

Desired

• Experience working in project or program management or with product releases.

Location

This role will be remote, and based in the USA.

Approximately 5% travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.

Twilio thinks big. Do you?

We like to solve problems, take the initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.