Supply Operations Engineer 3
See yourself at Twilio
Join the team as our next Supply Operations Engineer (L3)
About the job
This position is needed to perform tactical carrier operations to ensure that Twilio provides the highest quality of service for worldwide SMS traffic. The person in this role will manage Twilio’s vast network of carrier connections, and optimize for reliability, redundancy, capacity and uptime and provide L2 support to first line teams for troubleshooting and resolving issues within the carrier network.
The right candidate will be passionate about serving customers, have deep SMS knowledge, understand the LATAM messaging ecosystem and enjoy solving problems, optimizing processes, tools and procedures to ensure smooth team operations. You are a result-oriented individual who is motivated to tackle complex problems, has a “can do” attitude and is willing to go above and beyond to help our customers.
Responsibilities
In this role, you’ll:
Act as escalation point for our NOC 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 International Messaging Operations.
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
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:
Ability to communicate in English and Portuguese fluently to engage with local stakeholders
6+ years experience in production/systems engineering, operations, analytical or routing role for SMS
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) and understanding of basic AWS connectivity
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 Brazil
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.
Supply Operations Engineer 3
See yourself at Twilio
Join the team as our next Supply Operations Engineer (L3)
About the job
This position is needed to perform tactical carrier operations to ensure that Twilio provides the highest quality of service for worldwide SMS traffic. The person in this role will manage Twilio’s vast network of carrier connections, and optimize for reliability, redundancy, capacity and uptime and provide L2 support to first line teams for troubleshooting and resolving issues within the carrier network.
The right candidate will be passionate about serving customers, have deep SMS knowledge, understand the LATAM messaging ecosystem and enjoy solving problems, optimizing processes, tools and procedures to ensure smooth team operations. You are a result-oriented individual who is motivated to tackle complex problems, has a “can do” attitude and is willing to go above and beyond to help our customers.
Responsibilities
In this role, you’ll:
Act as escalation point for our NOC 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 International Messaging Operations.
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
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:
Ability to communicate in English and Portuguese fluently to engage with local stakeholders
6+ years experience in production/systems engineering, operations, analytical or routing role for SMS
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) and understanding of basic AWS connectivity
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 Brazil
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.