Twilio
About this role
This is an unusual role and worth understanding before applying, because it is not a support queue job despite the name. A Supportability Engineer sits between Customer Experience and R&D and argues the customer's case while a product is still being designed. You would join design reviews, then use support data to build evidence based cases that push engineering to fix the things that generate tickets: unclear error messages, missing diagnostic tools, awkward flows. The other half is launch readiness, making sure frontline support and operations teams have the training, documentation and tooling before a feature ships. Twilio wants Twilio product experience specifically, which narrows the field sharply. It is remote within five Indian states.
Who this is for
What the posting asks for:
- Twilio product experience. The posting states this as a must, so it is the hard filter on this role.
- 5+ years in Technical Support, Product Operations, Technical Account Management or Engineering, focused on complex technical products such as APIs, SaaS or telecommunications.
- Experience in the technology industry, including APIs and VOIP, in either a development or a support capacity. Familiarity with customer or consumer trust applications is preferred.
- Proven analytical skills using data tools such as Splunk, Datadog, Snowflake, SQL or Tableau to turn customer feedback and support trends into insight.
- Excellent communication and influencing skills, since the job is largely persuading engineering to prioritise supportability work.
Counts as a bonus:
- Project management experience, or experience running programmes and product launches.
- Proficiency in Python, Java or Node.js, enough to understand the developer experience.
- Knowledge of design thinking or UX principles for spotting friction in customer journeys.
The day to day: embedding supportability requirements into the earliest stages of the product development lifecycle by joining design reviews and technical planning with R&D, analysing support data to build business cases, specifying proactive product features such as clearer error messages and diagnostic tools, orchestrating global operations readiness for new features, and translating complex customer use cases into requirements.
Experience: the posting states 5+ years, and accepts that experience from four different directions (support, product operations, technical account management or engineering), which makes it more open than the title suggests.
Location: remote within India, restricted to Karnataka, Tamil Nadu, Telangana, Maharashtra and Delhi.
Who should apply: someone who has done deep technical support or technical account management on an API product, is tired of fixing the same issue repeatedly, and wants to attack the cause upstream instead. Twilio also says openly that it values non traditional career paths for this role. The Twilio product experience requirement is the real gate, so if you have never used Twilio in anger, expect a hard time.
- Twilio product experience. The posting states this as a must, so it is the hard filter on this role.
- 5+ years in Technical Support, Product Operations, Technical Account Management or Engineering, focused on complex technical products such as APIs, SaaS or telecommunications.
- Experience in the technology industry, including APIs and VOIP, in either a development or a support capacity. Familiarity with customer or consumer trust applications is preferred.
- Proven analytical skills using data tools such as Splunk, Datadog, Snowflake, SQL or Tableau to turn customer feedback and support trends into insight.
- Excellent communication and influencing skills, since the job is largely persuading engineering to prioritise supportability work.
Counts as a bonus:
- Project management experience, or experience running programmes and product launches.
- Proficiency in Python, Java or Node.js, enough to understand the developer experience.
- Knowledge of design thinking or UX principles for spotting friction in customer journeys.
The day to day: embedding supportability requirements into the earliest stages of the product development lifecycle by joining design reviews and technical planning with R&D, analysing support data to build business cases, specifying proactive product features such as clearer error messages and diagnostic tools, orchestrating global operations readiness for new features, and translating complex customer use cases into requirements.
Experience: the posting states 5+ years, and accepts that experience from four different directions (support, product operations, technical account management or engineering), which makes it more open than the title suggests.
Location: remote within India, restricted to Karnataka, Tamil Nadu, Telangana, Maharashtra and Delhi.
Who should apply: someone who has done deep technical support or technical account management on an API product, is tired of fixing the same issue repeatedly, and wants to attack the cause upstream instead. Twilio also says openly that it values non traditional career paths for this role. The Twilio product experience requirement is the real gate, so if you have never used Twilio in anger, expect a hard time.
Apply on company site
Opens job-boards.greenhouse.io, the employer's own application page. Applying is always free.