Join the team as Twilio's next Manager, Supportability Engineering.
Who we are & why we're hiringTwilio powers real-time business communications and data solutions that help build better applications and customer experiences.
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support wherever we do business.
About the jobJoin us as a Supportability Engineering Manager to lead a team passionate about improving Twilio's product quality. The Supportability function serves as the bridge between our Product, Engineering and Delivery Teams, working closely with Product and Engineering leaders to ensure product quality, effortless customer experiences and to equip delivery teams with all they need to provide value add support.
You and your team will champion and drive proactive customer-centric features into the products and services, to eliminate and prevent customer issues. The successful candidate is a dynamic individual with a track record of self-improvement, persistence in driving towards goals even in the face of adversity, focus on results, and an ability to draw the best out of people in a genuine way.
In this role, you'll drive the strategy and be responsible for the performance and execution of Twilio's Supportability teams. You will question the status quo and relentlessly pursue opportunities to improve product supportability and the way we engage with Product and Engineering. You bring a wealth of technical knowledge, deep customer empathy, the ability to influence others and drive results.
Your team's subject matter expertise, technical skills, and access to the voice of the customer directly influence product changes that enhance the user experience and reduce the need for support.
ResponsibilitiesIn this role, you'll:
Serve as the specialists that help enable customer-supporting teams on new products and features.
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:
Desired:
Demonstrated cross-group R&D relationships.
This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.
TravelWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.
What We OfferThere are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call . Additionally, we empower employees to build by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn't what you're looking for, .
*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at .