Twilio

6 months ago

Supportability Engineer 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

This role sits at the intersection of Customer Experience and R&D, acting as the technical voice of the customer to embed customer supportability into the product development lifecycle. You will analyze data to influence roadmaps, define proactive features to reduce support tickets, and ensure readiness for launches by coordinating training, documentation, and tooling for frontline teams. You’ll translate complex customer scenarios into actionable requirements to sustain long-term product health.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Entry level

Key Responsibilities

•Embed customer supportability requirements into the earliest stages of the Product Development Lifecycle 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 priorities
•Provide specifications for proactive product features (clearer error messages, diagnostic tools) to reduce friction and deflect tickets
•Orchestrate the Global Ops readiness strategy for new features, ensuring frontline support and ops teams have training, documentation, and tooling prior to launch
•Collaborate with R&D to translate complex customer use cases into actionable requirements for long-term product health

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement

Key Requirements

•5+ years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering, with a focus on APIs, SaaS, or Telecommunications
•Experience with APIs and VOIP in a development or support capacity
•Proven analytical skills with data tools (e.g., Splunk, DataDog, Snowflake, SQL, Tableau) to derive insights from feedback and trends
•Excellent communication and influence skills to advocate for customer needs to technical stakeholders and influence prioritization of features
•Knowledge of project management methodologies and/or scripting/programming (e.g., Python, Java, Node.js) is a plus

Experience:5+ yearsAPIsVOIPSaaSTelecommunicationsTech industry

Skills:CommunicationAnalyticalInfluencingProblem-solvingStakeholder management

Languages:English

Tech Stack:SplunkDataDogSnowflakeSQLTableauPythonJavaNode.js

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

6 months ago

Supportability Engineer 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Entry level

Key Responsibilities

•Embed customer supportability requirements into the earliest stages of the Product Development Lifecycle 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 priorities
•Provide specifications for proactive product features (clearer error messages, diagnostic tools) to reduce friction and deflect tickets
•Orchestrate the Global Ops readiness strategy for new features, ensuring frontline support and ops teams have training, documentation, and tooling prior to launch
•Collaborate with R&D to translate complex customer use cases into actionable requirements for long-term product health

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement

Key Requirements

•5+ years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering, with a focus on APIs, SaaS, or Telecommunications
•Experience with APIs and VOIP in a development or support capacity
•Proven analytical skills with data tools (e.g., Splunk, DataDog, Snowflake, SQL, Tableau) to derive insights from feedback and trends
•Excellent communication and influence skills to advocate for customer needs to technical stakeholders and influence prioritization of features
•Knowledge of project management methodologies and/or scripting/programming (e.g., Python, Java, Node.js) is a plus

Experience:5+ yearsAPIsVOIPSaaSTelecommunicationsTech industry

Skills:CommunicationAnalyticalInfluencingProblem-solvingStakeholder management

Languages:English

Tech Stack:SplunkDataDogSnowflakeSQLTableauPythonJavaNode.js

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn