Supportability Engineer 3

Join Twilio as a Supportability Engineer 3, working remotely from India. This role embeds customer-centricity into the product development lifecycle, eliminating friction before it reaches users. As a Supportability Engineer, you will serve as the technical voice of the customer, advocating for their needs during the design phase to prevent issues.

Responsibilities:

• Participate in design reviews and technical planning with R&D to embed customer supportability requirements
• Analyze support data and customer feedback to influence R&D priorities
• Provide specifications for proactive product features to reduce friction and deflect potential support tickets
• Orchestrate the Global Ops readiness strategy for new features
• Collaborate with R&D to translate complex customer use cases into actionable requirements

Qualifications:

• 5+ years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering
• Experience working within the technology industry, specifically with APIs, VOIP, and customer or consumer trust applications
• Proven analytical skills with experience using data tools like Splunk, DataDog, Snowflake, SQL, or Tableau
• Excellent communication and influence skills

Location: Remote - India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

What We Offer:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program