Supportability Engineer 3 - Consumer Trust

See yourself at Twilio

Join the team as our next Supportability Engineer for 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

Twilio is seeking an exceptional Supportability Engineer to join our growing Customer Supportability team. This position is needed to serve as the liaison between our R&D and Support Teams for Consumer Trust. Supportability Engineers work closely with Product Managers to make products supportable and to transition products from R&D to Support, work with R&D to prioritize feature and improvement requests, and work with frontline support 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 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. Technical skills, strong program management skills, and excellent verbal/written communication skills are a must.

Responsibilities

• Deliver excellent partner and customer satisfaction by collaborating with Support Tech Leads in supporting our Consumer Trust Support delivery team and influencing product and business teams to improve product supportability
• Construct an evidence-based business case for significant R&D changes
• Direct proactive and predictive measures (auto-healing, deflection, error codes)
• Analyze existing processes, determine improvements, and facilitate transition from current process owners as needed
• Translate Twilio support experience into product-group specific needs, and work with Support Delivery to implement the appropriate support plans
• Drive your team to deliver release roadmaps and build comprehensive views of the R&D release pipeline through engagement with the Product team 
• Provide inputs to Tech Leads Support Delivery Managers to enable implementation of standardized and effortless support experience 
• Ensure your team commences release management processes, working closely with Product Managers, coordinating readiness activities, including content development for training, on time to meet the product/service timeline.

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 support capacity or providing support as Tier 2 or above is also a good experience.
• 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.
• Experience using industry tools to search databases, create custom queries, and generate reports - Splunk, Snowflake, DataDog, SQL, etc.
• Demonstrated history of customer focus and empathy, including the ability to analyze data to make informed decisions that enable you to influence both technical and non-technical audiences.
• Innate drive to learn, be at the forefront of subject matter expertise (SME), and use that position to help others grow their knowledge.
• Demonstrated strategic problem solver and technical ability t