See yourself at Twilio

Join the team as our next Incident Response Engineer

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is a critical team within Support Escalations that focuses on ensuring our customers receive timely and informative communications from Twilio for customer-impacting events such as incidents and outages. An ideal Incident Response Engineer is an excellent written communicator who can think on his or her feet as well as thrive with challenges and high-visibility events. Must be equally adept at working with the rest of the incident response team e.g. Incident Command,  Engineering on-call and Product teams to ascertain customer experience information for potentially complex issues and distill these to our statuspage for public consumption. Incident Response Engineers will also communicate with customers via support tickets.

*The successful candidate will work on a weekend shift (Sunday to Thursday or Tuesday to Saturday).*

Responsibilities

In this role, you’ll:

• Participate in Incident Response on-call rotation. Respond to incoming incidents and determine the communications with our customers based on established best practices, processes and procedures. You are expected to be on-call approximately 50% of your time during your work shift. 
• Actively collaborate with engineering teams to make sure you have the right information on customer impact, as well as making sure customer impact is accurately reflected and communicated in a timely manner. 
• Own and drive the incident communication. Manage incident communication by providing regular updates both to customers via status.twilio.com and to internal stakeholder via the established process. 
• Record incident summary and update incident logs with clear next steps to keep the status of an incident up to date to drive internal alignment. 
• Partner with the Account Team on post-incident discussions with customers and serve as a customer advocate to champion feedback and betterments to Product and Engineering. 
• Analyze and track Incident response time SLA, and surface Incident trends to Support leadership.
• Participate Post Incident Review meetings to address betterments to the incident management process
• Actively collaborate with the regional SNOC (NOC) team to provide customers with RCA, RFO or if needed case summaries. 
• Monitor and manage customer and support team communications for long running incidents
• Evangelize the incidents process and provide incident response guidance

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:

• Proven record of excellent written communication demonstrated in a professional portfolio or resume, with the ability to translate complex technical discussions into concise and effective written communications. 
• 1 years of experience in technical support, professional services or related customer facing roles
• Strong can-do mentality and willingness to participate in on-call rotation and embrace the critical and time-sensitive nature of escalations and incidents.  
• Ability to work effectively with Front Line Support Engineers and product engineers as well as participate in other cross-team engagements to ascertain customer experience impact.  
• Excellent customer service skills, and possess a high degree of logic, tact and patience under pressure while maintaining a positive attitude.
• Ability to work independently with little direct supervision and as a part of a team.

Desired:

• Previous experience as an Incident Response Engineer or Technical Support Engineer in fast-paced environments.  
• Prior telecom (Carrier, SIP, PBX) or messaging platform experience.
• Technical writing experience 
• Front line support experience

Location 

This role will be based in our Bogota, Colombia office. 

What We Offer

There 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 Twilio Magic. Additionally, we empower employees to build positive change in their communities 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 consider other open positions.