Supportability Engineer

Description:

Twilio is seeking an exceptional Supportability Engineer to join our growing Customer Supportability team. This position is needed to serve as the liaison between our R&D and Support Teams for Email. Supportability Engineers work closely with Product Managers to make products more supportable and to transition products from R&D to Support, work with R&D to triage bugs and drive resolution, and work with frontline support teams to deliver readiness and serve as specialists for our products.

You will champion and drive proactive customer-centric features into the products and services, to eliminate and prevent customer issues.

The successful candidate is a dynamic individual with a track record of self-improvement, persistence in driving towards goals even in the face of adversity, focus on results, and an ability to draw the best out of people in a genuine way. The person hired for this position must use data to develop insights and use these to influence the appropriate stakeholders. Technical skills, strong program management skills, and excellent verbal/written communication skills are a must.

Responsibilities

• Deliver excellent partner and customer satisfaction by supporting our Email support delivery team and influencing product and business teams to improve product supportability.
• Construct an evidence-based business case for significant R&D changes
• Direct proactive and predictive measures (auto-healing, deflection, error codes), as well as reactive measures (bug fixes)
• Translate Twilio support experience into product-group specific needs, and work with Support Delivery to implement the appropriate support plans
• Drive your team to deliver release roadmaps and build comprehensive views of the R&D release pipeline through engagement with the Product team
• Provide inputs to Support Deliver Managers to enable implementation of standardized support experience
• Ensure your team commences release management processes, working closely with Product Managers, coordinating readiness activities, including content development for training, on time to meet the product/service timeline.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having "desired" qualifications makes for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!