Messaging Operations Engineer 3
See yourself at Twilio
Join the team as Twilio’s next Messaging Operations Engineer (L3)
About the job
This position is needed to conduct strategic carrier operations, essential for ensuring best-in-class service quality in worldwide SMS traffic. The successful candidate will be responsible for managing and enhancing Twilio's comprehensive network of carrier connectivities. Key responsibilities include optimizing reliability, redundancy, capacity, and uptime, as well as providing Level 2 support to frontline teams in addressing and resolving carrier network issues.
We are looking for a candidate who is not only passionate about customer service but also possesses extensive global SMS knowledge, with a particular emphasis on the APAC messaging ecosystem. The ideal individual should excel in problem-solving, refining processes, tools, and procedures for efficient team operations. This position demands a results-oriented approach, a willingness to confront complex challenges, a proactive 'can-do' attitude, and a dedication to exceeding customer expectations.
Responsibilities
In this role, you’ll:
Act as escalation point for NOC and Customer Services team for complex routing/quality issues and manage monitoring and alerting for all aspects of SMS Delivery completion and quality
Identify, test and analyze new and existing carrier connectivity to unlock new quality and pricing opportunities
Work on cross-team projects with Product, Engineering, Business Development, and other technical teams acting as subject-matter-expert for the International Messaging Operations Team.
Create and maintain accurate and easy to follow internal documentation of new and existing operational processes.
Identify opportunities to automate and streamline operational processes further and work with software engineers to define the tools necessary to do this.
Interact extensively across all functional teams within Twilio and have significant exposure to our executive leadership.
Work with our teams in a full transparent and respectful manner.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
6+ years experience in production/systems engineering, operations, analytical or routing role for SMS and/or MMS.
Advanced experience in an SMS Operations / Routing role at a Tier 1 carrier or aggregator.
Strong analytical skills.
Fluency in performing analysis and evaluation using key operational metrics.
Have the technical ability to understand software and recognize areas of product integration, discuss product roadmaps, and engage with product managers.
Technically savvy and experience with the cloud, APIs, communications, enterprise software, devices, and mobility is a plus.
Experience in complex troubleshooting and resolve critical or escalated technical issues.
Thorough, organized, and process-oriented to the extreme. You’re an expert at prioritizing and executing multiple projects simultaneously.
Bachelor’s degree or equivalent experience required.
Desired:
Experience working with aggregators / MNOs on the messaging front (interconnections, traffic management, troubleshooting of production issues within messaging space)
Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspectives.
Advanced experience in SMS troubleshooting (e.g. Traceroute, TCP Dump, SMPP, MM4, MM7 protocols) and understanding of basic AWS / Networking connectivity concepts.
Experience using troubleshooting tools such as Kibana, Datadog, Looker and other reporting and presentation tools like Looker, MIRO, and ticketing tools such as Zendesk, ServiceNow, JIRA.
Proficiency in SQL and data analysis tools.
Ability to build effective working relationships with cross-functional teams including Product, Engineering, Operations and Commercial teams across offices and regions.
Thrives on working in a collaborative and inclusive environment.
Location
This role will be Remote, and based in India.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Messaging Operations Engineer 3
See yourself at Twilio
Join the team as Twilio’s next Messaging Operations Engineer (L3)
About the job
This position is needed to conduct strategic carrier operations, essential for ensuring best-in-class service quality in worldwide SMS traffic. The successful candidate will be responsible for managing and enhancing Twilio's comprehensive network of carrier connectivities. Key responsibilities include optimizing reliability, redundancy, capacity, and uptime, as well as providing Level 2 support to frontline teams in addressing and resolving carrier network issues.
We are looking for a candidate who is not only passionate about customer service but also possesses extensive global SMS knowledge, with a particular emphasis on the APAC messaging ecosystem. The ideal individual should excel in problem-solving, refining processes, tools, and procedures for efficient team operations. This position demands a results-oriented approach, a willingness to confront complex challenges, a proactive 'can-do' attitude, and a dedication to exceeding customer expectations.
Responsibilities
In this role, you’ll:
Act as escalation point for NOC and Customer Services team for complex routing/quality issues and manage monitoring and alerting for all aspects of SMS Delivery completion and quality
Identify, test and analyze new and existing carrier connectivity to unlock new quality and pricing opportunities
Work on cross-team projects with Product, Engineering, Business Development, and other technical teams acting as subject-matter-expert for the International Messaging Operations Team.
Create and maintain accurate and easy to follow internal documentation of new and existing operational processes.
Identify opportunities to automate and streamline operational processes further and work with software engineers to define the tools necessary to do this.
Interact extensively across all functional teams within Twilio and have significant exposure to our executive leadership.
Work with our teams in a full transparent and respectful manner.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
6+ years experience in production/systems engineering, operations, analytical or routing role for SMS and/or MMS.
Advanced experience in an SMS Operations / Routing role at a Tier 1 carrier or aggregator.
Strong analytical skills.
Fluency in performing analysis and evaluation using key operational metrics.
Have the technical ability to understand software and recognize areas of product integration, discuss product roadmaps, and engage with product managers.
Technically savvy and experience with the cloud, APIs, communications, enterprise software, devices, and mobility is a plus.
Experience in complex troubleshooting and resolve critical or escalated technical issues.
Thorough, organized, and process-oriented to the extreme. You’re an expert at prioritizing and executing multiple projects simultaneously.
Bachelor’s degree or equivalent experience required.
Desired:
Experience working with aggregators / MNOs on the messaging front (interconnections, traffic management, troubleshooting of production issues within messaging space)
Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspectives.
Advanced experience in SMS troubleshooting (e.g. Traceroute, TCP Dump, SMPP, MM4, MM7 protocols) and understanding of basic AWS / Networking connectivity concepts.
Experience using troubleshooting tools such as Kibana, Datadog, Looker and other reporting and presentation tools like Looker, MIRO, and ticketing tools such as Zendesk, ServiceNow, JIRA.
Proficiency in SQL and data analysis tools.
Ability to build effective working relationships with cross-functional teams including Product, Engineering, Operations and Commercial teams across offices and regions.
Thrives on working in a collaborative and inclusive environment.
Location
This role will be Remote, and based in India.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.