Supportability Engineer 3

Twilio

Remote

Quick summary

Work type: Remote
Location: Colombia
Posted: 164 days ago
Closes: Jul 6, 2026

Market check

Salary context

How this pay compares to similar roles

Similar $158k

$111k most similar roles pay here $201k

This listing doesn't post a salary. Most similar roles pay $130,987–$184,325.

Based on 240 similar postings.

Employer

About Twilio

Twilio is a cloud communications platform that provides APIs and software, allowing developers to embed voice, messaging, video, and email functionalities directly into their applications.

Twilio currently has 39 open roles on FindRole.

Listed pay typically runs $141,520–$176,900 across 28 roles with salary data.

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View all roles at Twilio

At a glance

TL;DR · Supportability Engineer 3

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Join Twilio as a Customer Experience Operations Supportability Engineer, embedding customer-centricity into the product development lifecycle to prevent issues before they arise. You will advocate for customers during design phases, influencing R&D through data analysis and collaboration to drive seamless launches and minimize reactive support needs. Daily tasks include participating in design reviews, providing specifications for proactive features like clearer error messages, orchestrating readiness strategies for new features, and translating complex customer use cases into actionable requirements. Ideal candidates have 5+ years of experience in Technical Support or Product Operations with a focus on complex technical products, proficiency in data tools such as Splunk and SQL, and strong communication skills to advocate for customer needs. Experience with scripting languages like Python and knowledge of UX principles are desired.

Skills

Splunk DataDog Snowflake SQL Tableau Python Java Node.js Design Thinking UX CI/CD

What you'll do

Embed customer supportability requirements into the PDLC through design reviews.
Analyze support data to create business cases for R&D prioritization.
Specify proactive product features to reduce user friction and support tickets.
Ensure Global Ops readiness by providing training, documentation, and tooling.
Translate complex customer use cases into actionable technical requirements.

What we're looking for

5+ years of experience in Technical Support, Product Operations, or Engineering with a focus on complex technical products.
Experience working within the technology industry (APIs and VOIP) in development or support roles.
Proven analytical skills using data tools like Splunk, DataDog, SQL to derive actionable insights from customer feedback.
Excellent communication and influence skills to advocate for customer needs to technical stakeholders.
Familiarity with project management methodologies or experience managing product launches.
Proficiency in a scripting language (Python, Java, Node.js) to understand the developer experience.

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