Supportability Engineer (SaaS)

TL;DR

Supportability Engineer (SaaS): Embedding customer-centricity into the product development lifecycle to eliminate friction and improve product health with an accent on data-driven advocacy and cross-functional collaboration. Focus on influencing product roadmaps, designing proactive features, and ensuring operational readiness for new feature launches.

Location: Must be based in Colombia

Company

Twilio is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences through innovative APIs and software solutions.

What you will do

• Embed customer supportability requirements into the Product Development Lifecycle (PDLC) through design reviews and technical planning.
• Analyze support data and customer feedback to build evidence-based business cases for R&D improvements.
• Define specifications for proactive product features like error messages and diagnostic tools to reduce support friction.
• Orchestrate Global Ops readiness strategies, ensuring support teams are trained and equipped for new feature launches.
• Translate complex customer use cases into actionable requirements to ensure long-term product health.

Requirements

• 5+ years of experience in Technical Support, Product Operations, Technical Account Management, or Engineering.
• Focus on complex technical products such as APIs, SaaS, or Telecommunications.
• Proven analytical skills using data tools like Splunk, DataDog, Snowflake, SQL, or Tableau.
• Excellent communication and influence skills to advocate for customer needs to technical stakeholders.
• Must be based in Colombia.

Nice to have

• Experience with project management methodologies or managing product launches.
• Proficiency in scripting or programming languages such as Python, Java, or Node.js.
• Knowledge of Design Thinking or UX principles.

Culture & Benefits

• Competitive pay and comprehensive healthcare programs.
• Generous time off, parental leave, and wellness support.
• Retirement savings programs.
• Remote-first work culture with a focus on global inclusion and connection.
• Opportunities for occasional travel to participate in team and customer meetings.