Supportability Engineer 3

About this role

Twilio is seeking a Supportability Engineer to enhance customer-centricity within the product development lifecycle, ensuring a smooth user experience from the outset. This role involves collaborating with R&D to advocate for customer needs and influence product improvements based on data analysis.

What you'll do

• Embed supportability requirements in the Product Development Lifecycle
• Analyze customer feedback and support data for insights
• Provide specifications for proactive product features
• Manage Global Ops readiness strategies for new features
• Collaborate with R&D to translate customer use cases into requirements

What they're looking for

• 5+ years in Technical Support or Product Operations
• Experience with complex products (APIs, SaaS)
• Analytical skills with data tools (SQL, Tableau)
• Excellent communication and advocacy skills
• Familiarity with project management methodologies
• Proficiency in scripting or programming languages
• Knowledge of Design Thinking or UX principles

Benefits

• Competitive pay
• Generous time off
• Parental and wellness leave
• Healthcare options
• Retirement plan