Supportability Engineer 3

Join Twilio as a Supportability Engineer 3, working remotely from Colombia.

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 analyze data and collaborate with engineering to 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 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:

• 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 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.

What We Offer:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program
• And much more