Supportability Engineer 3

This is the only fully remote role on today's list where the employer states plainly that it is based in India, which matters because readers of this list have said repeatedly that relocation is not affordable right now. Twilio is a communications API company, and a Supportability Engineer sits between Customer Experience and R&D as the technical voice of the customer. Rather than answering tickets, the job is to stop the tickets existing: you join design reviews early in the product lifecycle, analyse support data to build evidence based cases for what engineering should fix, and specify proactive features like clearer error messages and diagnostic tools. You also own operational readiness for new launches so support teams have the training and tooling before customers arrive.

What the posting requires: 5 or more years in technical support, product operations, technical account management or engineering, with a specific focus on complex technical products such as APIs, SaaS or telecommunications. Experience in the technology industry including APIs and VOIP, in either a development or support capacity. 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 influence skills, including the ability to negotiate prioritisation of supportability features with technical stakeholders. Familiarity with customer trust applications is preferred.

Nice to have: project management methodology or experience managing programmes and product launches; proficiency in a scripting or programming language such as Python, Java or Node.js to better understand the developer experience; and knowledge of design thinking.

The day to day: embedding supportability requirements into the earliest stages of the product development lifecycle through design reviews and technical planning with R&D; analysing support data to build business cases that influence what R&D prioritises; specifying proactive product features that deflect support tickets; orchestrating global operations readiness for new feature launches; and translating complex customer use cases into requirements.

Location and office reality: the posting states directly that the role is remote and based in India, with no state restriction listed on this requisition. Twilio describes itself as remote first. Note that some other Twilio India postings do restrict which states you can live in, so confirm during the process.

Who this is for: someone who has done deep technical support or technical account management on an API product and wants to influence the product rather than keep absorbing its rough edges. Twilio explicitly encourages applicants whose careers have not followed a traditional path. This is not a coding role, though scripting familiarity helps.