Job Description
Messaging Operations Engineer
Location: Remote – US
See yourself at Twilio
Join the team as our next Messaging Operations 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 have presence throughout South America, Europe, Asia and Australia. We’re on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support 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 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 North American 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
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
- 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, PCAP, 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 US Remote.
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.
Colorado applicants:
- The estimated pay range for this role, based in Colorado, is $109,000 – $136,000.
- Additionally, this role is eligible to participate in Twilio’s equity plan.
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. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
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.
