Supportability Engineer 3

About the Role: At Twilio, we're shaping the future of communications. As a Supportability Engineer 3, you will sit at the critical intersection of Customer Experience and R&D, serving as the technical voice of the customer to eliminate friction before it reaches the user and influence product roadmaps.

What You'll Do

• Embed customer supportability requirements into the earliest stages of the Product Development Lifecycle (PDLC).
• Analyze support data and customer feedback to construct evidence-based business cases that influence R&D.
• Provide specifications for proactive product features (e.g., clearer error messages and diagnostic tools).
• Orchestrate the Global Ops readiness strategy for new features prior to launch.
• Collaborate with R&D to translate complex customer use cases into actionable requirements.

What You Bring

• 5+ years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering.
• Experience working with complex technical products like APIs, SaaS, or Telecommunications.
• Proven analytical skills with experience using data tools (Splunk, DataDog, Snowflake, SQL, or Tableau).
• Excellent communication skills to advocate for customer needs to technical stakeholders.
• Bonus: Proficiency in a scripting language (Python, Java, Node.js) and knowledge of UX principles.

Benefits

• Competitive pay, generous time off, and ample parental and wellness leave.
• Comprehensive healthcare and a retirement savings program.
• Opportunity to make a global impact in a vibrant, remote-first culture.
• 100% remote work flexibility within eligible locations in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).