Twilio is seeking a Supply Operations Engineer (L3) to perform tactical carrier operations for worldwide SMS traffic.
The role involves managing Twilio’s carrier connections and optimizing for reliability, redundancy, capacity, and uptime.
The engineer will provide L2 support to first line teams for troubleshooting and resolving issues within the carrier network.
The ideal candidate will have a passion for customer service, deep SMS knowledge, and an understanding of the LATAM messaging ecosystem.
Responsibilities include acting as an escalation point for the NOC team, identifying and analyzing carrier connectivity, working on cross-team projects, maintaining internal documentation, automating operational processes, and interacting with various functional teams.
Requirements:
Fluency in English and Portuguese is required to engage with local stakeholders.
A minimum of 6 years of experience in production/systems engineering, operations, or an analytical role related to SMS is necessary.
Advanced experience in an SMS Operations/Routing role at a Tier 1 carrier or aggregator is required.
Strong analytical skills and the ability to evaluate operational metrics are essential.
Candidates must have the technical ability to understand software and engage with product managers.
Experience with cloud, APIs, communications, enterprise software, and mobility is a plus.
Proven experience in complex troubleshooting and resolving critical technical issues is required.
Candidates should be thorough, organized, and process-oriented, with the ability to prioritize multiple projects.
A Bachelor’s degree or equivalent experience is required.
Benefits:
Twilio offers competitive pay and generous time off, including ample parental and wellness leave.
Healthcare benefits and a retirement savings program are included in the offerings.
Employees are empowered to build positive change in their communities through volunteering and donation support.
The company promotes a remote-first work culture, allowing employees to work from various locations, including Brazil.
