Supportability Engineer 3
WFA Digital Insight
The demand for supportability engineers has grown significantly, with a 25% increase in job postings over the last year. As companies shift towards remote-first work, the need for seamless customer experiences has become paramount. Twilio, a pioneer in cloud communication, is at the forefront of this trend. With a strong focus on customer-centricity, this role offers a unique opportunity to shape the future of communications. Candidates with a background in technical support, product operations, or engineering will be well-suited for this position, which requires a deep understanding of complex technical products and data analysis.
Job Description
About the Role
Twilio is seeking a Supportability Engineer 3 to embed customer-centricity into the product development lifecycle. As a critical member of the team, you will sit at the intersection of Customer Experience and R&D, serving as the technical voice of the customer. Your primary focus will be on analyzing data and collaborating with engineering to influence product roadmaps, drive seamless launches, and design excellence into Twilio's products.The role requires a deep understanding of complex technical products, including APIs and SaaS. You will work closely with cross-functional teams to identify areas of improvement and develop proactive solutions to reduce friction and deflect potential support tickets. With a strong focus on customer-centricity, you will advocate for the customer during the design phase to prevent issues before they occur.
What You Will Do
- 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 (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.
- Develop and maintain relationships with key stakeholders, including engineering, product, and support teams.
- Stay up-to-date with industry trends and emerging technologies, applying this knowledge to improve Twilio's products and services.
- Participate in design reviews and technical planning with R&D to ensure customer-centricity is embedded in the product development lifecycle.
- Identify areas for process improvements and develop solutions to increase efficiency and reduce costs.
What We Are Looking For
- 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.
- Familiarity with customer or consumer trust application(s) and systems preferred.
- Proven analytical skills with experience using data tools (such as Splunk, DataDog, Snowflake, SQL, or Tableau) to derive actionable insights.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.
- Experience with Agile development methodologies and version control systems (such as Git).
Nice to Have
- Experience with cloud-based technologies, including AWS or Azure.
- Familiarity with DevOps practices and tools, such as Jenkins or Docker.
- Knowledge of programming languages, such as Python or Java.
- Experience with project management tools, such as Jira or Asana.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunity to work with a pioneer in cloud communication.
- Collaborative and dynamic work environment.
- Professional development opportunities, including training and conference sponsorships.
- Flexible working hours and remote work options.
- Access to the latest technologies and tools.
- Comprehensive health insurance and retirement plan.
How to Stand Out
- Tip: Highlight your experience with data analysis and technical support in your application, as these skills are highly valued in this role.
- Be prepared to provide examples of your problem-solving skills and ability to work effectively with cross-functional teams.
- Familiarize yourself with Twilio's products and services, and be prepared to discuss how you can contribute to the company's mission.
- Showcase your experience with customer-centricity and technical expertise, and explain how you can apply these skills to drive seamless customer experiences.
- Be prepared to discuss your experience with Agile development methodologies and version control systems, and explain how you can apply these skills to the role.
- Tip: Use specific examples to demonstrate your skills and experience, rather than just listing them.
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