Technical Support Engineer, Twilio

$82.1-120.6k

Salary information is for applicants based in Colorado, New York, Washington only

SQL

AWS

JavaScript

Node.js

Athena

Redshift

Snowflake

BigQuery

REST API

Mid and Senior level

Remote from US

More information about location

Cloud communications software

Job no longer available

Cloud communications software

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Job no longer available

$82.1-120.6k

Salary information is for applicants based in Colorado, New York, Washington only

SQL

AWS

JavaScript

Node.js

Athena

Redshift

Snowflake

BigQuery

REST API

Mid and Senior level

Remote from US

More information about location

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Company mission

To enable innovators across every industry - from emerging leaders to the world’s largest organisations - to reinvent how companies engage with their customers.

Job

Company

Role

Who you are

Ability to support (not build) distributed systems built using: REST APIs, AWS (Lambda, S3, PrivateLink, NLB, ALB, RDS / Redshift, EC2, Step Functions/State Machines), Message Queues (e.g. Kafka), Reverse Proxies, WAF, Sorting Algorithms (hash sort, ordering), PGP Encryption
Experience with Incident Management / Incident Coordination, SQL / big data analysis (Athena/Presto/Postgres/Redshift/BigQuery/Snowflake), JavaScript / Node.js development
Excellent verbal and written communication skills. Ability to explain the most technical concepts to the least technical audience
Ability to manage incidents across multiple teams

Desirable

Prior AdTech/MarTech experience
Prior CDP experience
Prior Adobe Analytics BDIA integration experience
AWS Cloud Practitioner Certification or AWS Certified Solutions Architect Associate (SAA-C03)

What the job involves

This position is needed to be the first responder to issues reported by our largest, most customized customer implementations
This role combines customer-facing skills at multiple levels of technical and business organizations as well as technical skills to understand and lead implementation team support, operational execution and troubleshooting activities both internally and with the client organization
Be responsive to customer requests and issues, coordinating Twilio’s response across business units
Lead a team providing 24/7 coverage
Lead incident recovery partnering closely with internal and external product, engineering, and support teams
Document and Communicate incident resolution details and provide and track next steps
Review and advise teams on documentation of new and updated processes and tools
This role will require occasional night and weekend work to support critical client activities

Our take

Traditionally, it has been difficult for businesses to establish communications systems in-house. Twilio was founded from frustration with this expensive and cumbersome process, providing easy-to-use APIs to let businesses send and receive telephone and text communications.

From these beginnings, the company has expanded through acquisitions and product development to provide a suite of services around market data and customer engagement. It is now a market leader in this space, and has developed a customer base of more than 150,000 businesses including enterprise brands such as Deliveroo, Duolingo and Toyota.

Although aggressive expansion and lack of maturity in some of its products in the past impacted the company's efficiency, a 2023 restructuring addressed these problems and allowed it to remain competitive. The company has since focussed on profitability, streamlining decision making and R&D to put itself in good stead for future success.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

35% employee growth in 12 months

Glassdoor (3.7)

Company

Funding (last 2 of 6 rounds)

Jul 2015

$130m

SERIES E

Jun 2013

$70m

SERIES D

Total funding: $250.7m

Company benefits

Generous annual time off in all countries
Comprehensive health programs
Programs to help our employees plan for their retirement needs
Generous maternity, paternity, and adoption leaves, as well as family medical care leave
Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
Variety of snacks, drinks, and catered meals in each of our locations
Work from home opportunities

Company HQ

Financial District, San Francisco, CA

Leadership

Khozema Shipchandler

(CEO)

Has been at the company since 2018, beginning as CFO then working as COO, President of Communications then CEO. Prior to this, spent 20 years at GE, ultimately as CCO of GE Digital.

Share this job

View 74 more jobs at Twilio