Description
At Twilio, we're shaping the future of communications. We're a remote-first organisation that delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide to craft personalised customer experiences.
Join the team as Twilio's next Supportability Engineer 3. 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.
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. Analyse support data and customer feedback to construct evidence-based business cases that influence R&D to prioritise 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.
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.