{"id":3290626,"url":"https://alion.io/job/twilio-supportability-engineer-3","title":"Supportability Engineer 3","company":{"id":1829,"name":"Twilio","domain":"twilio.com","url":"https://alion.io/company/twilio","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":93,"open_postings":26,"ghost_share":0,"stale_share":0.192,"repost_share":0.154,"time_to_fill_p50_days":49,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":65000,"max_usd":125000,"period":"year","method":"global_role_seniority_cell","sample_n":5668},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Java","optional":false},{"name":"Node JS","optional":false},{"name":"Python","optional":false},{"name":"Snowflake","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Twilio","optional":false},{"name":"JavaScript","optional":true}],"status":"live","first_seen_at":"2026-09-27T20:32:44Z","employer_posted_date":null,"last_verified_at":"2026-09-27T20:32:44Z","board_verified":false,"closed_at":null,"days_open":33,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":33},"description":"Who we are\nAt Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand empower millions of developers worldwide to craft personalized customer experiences.\n\nOur dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.\n\nWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!\n\n.\nSee yourself at Twilio\nJoin the team as Twilio’s next Customer Experience Operations Supportability Engineer.\nAbout the jobThis position is needed to embed customer-centricity into the product development lifecycle and eliminate friction before it reaches the user.\nAs a Supportability Engineer, you will sit at the critical intersection of Customer Experience and R&D, serving as the technical voice of the customer. You will go beyond standard readiness; you will advocate for the customer during the design phase to prevent issues before they occur. By analyzing data and collaborating with engineering, you will influence product roadmaps, drive seamless launches, and design excellence into our products to minimize the need for reactive support.\nResponsibilitiesIn this role, you’ll:\nEmbed customer supportability requirements into the earliest stages of the Product Development Lifecycle (PDLC) by participating in design reviews and technical planning with R&D.\n\nAnalyze support data and customer feedback to construct evidence-based business cases that influence R&D to prioritize certain improvements.\n\nProvide specifications for proactive product features (such as clearer error messages and diagnostic tools) to reduce friction and deflect potential support tickets.\n\nOrchestrate 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.\n\nCollaborate with R&D to translate complex customer use cases into actionable requirements that ensure long-term product health.\n\nQualificationsTwilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just 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!\n*Required:\n5+ 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).\n\nExperience 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.\n\nProven analytical skills with experience using data tools (such as Splunk, DataDog, Snowflake, SQL, or Tableau) to derive actionable insights from customer feedback and support trends.\n\nExcellent communication and influence skills, with the ability to advocate for customer needs to technical stakeholders and negotiate prioritization of supportability features.\n\nDesired:\nExperience with project management methodologies or experience managing programs/product launches\n\nProficiency in a scripting or programming language (Python, Java, Node.js) to better understand the developer experience.\n\nKnowledge of Design Thinking or User Experience (UX) principles to identify friction points in customer journeys.\n\nLocationThis role will be remote, and based in India.\nTravelWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.\nWhat We OfferWorking at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.\n\nTwilio thinks big. Do you?\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\n\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.\n\nTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":5847,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Email Hosting & Delivery","Customer Data Platforms (CDP) & Reverse ETL"],"lifecycle":[{"event":"open","at":"2026-10-26T19:11:04Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 102 · green card filings: 65","filings_12m":102,"filings_prev_12m":203,"green_card_filings_12m":65,"median_offered_wage_usd":178877,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0},{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-31T06:23:40+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":46,"band":"ok","label":"Likely open","p_open":0.6,"p_active":0.843,"p_room":0.9,"age_days":33,"expected_fill_days":49,"reasons":["seen:33","velocity","win:mid","comp:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/twilio-supportability-engineer-3","json_url":"https://alion.io/job/twilio-supportability-engineer-3.json","meta":{"generated_at":"2026-10-31T16:54:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26387,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1829},"rest":"https://alion.io/mcp/rest/get_company?id=1829"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftwilio-supportability-engineer-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftwilio-supportability-engineer-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftwilio-supportability-engineer-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/twilio-supportability-engineer-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftwilio-supportability-engineer-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3290626}},{"tool":"search_jobs","arguments":{"company":"twilio.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3290626},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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