Supportability Engineer 3

Details

• Embed customer supportability requirements into the earliest stages of the Product Development Lifecycle (PDLC) by participating in design reviews and technical planning with R&D.
• Analyze support data and customer feedback to construct evidence-based business cases that influence R&D to prioritize certain improvements.
• Provide specifications for proactive product features (such as clearer error messages and diagnostic tools) to reduce friction and deflect potential support tickets.
• Orchestrate 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.
• Collaborate with R&D to translate complex customer use cases into actionable requirements that ensure long-term product health.
• Twilio product experience is a must.
• 5+ 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).
• Experience 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.
• Proven 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.
• Excellent communication and influence skills, with the ability to advocate for customer needs to technical stakeholders and negotiate prioritization of supportability features.
• Experience with project management methodologies or experience managing programs/product launches
• Proficiency in a scripting or programming language (Python, Java, Node.js) to better understand the developer experience.
• Knowledge of Design Thinking or User Experience (UX) principles to identify friction points in customer journeys.