Noc Engineer 2

Summary

Join Twilio's Network Operations Team as our next NOC Engineer in the Americas! You will monitor and troubleshoot network performance issues across Voice, SMS, and Identity services, ensuring high-quality service for our customers. This role involves investigating and resolving alerts, coordinating with carriers and internal teams, and analyzing maintenance notifications. You will also contribute to process improvements and documentation. The position is remote, based in Colombia, and requires 2+ years of relevant experience in a NOC or similar role. Twilio offers competitive pay and benefits, including generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• 2+ years of relevant experience working in a Network Operations Center (NOC), Customer Support, or Routing role at a network operator, telecommunications provider, or a company providing communication services
• Hands-on experience in at least one of the following communication technologies: SMS/MMS (SMPP, SS7) Voice (VoIP, SIP, RTP)
• Solid understanding of fundamental IP networking principles
• Excellent written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical audiences
• Proficiency in written and spoken English
• Schedule: Sunday to Thursday, 10:00 to 19:00 Colombia Time

Responsibilities

• Investigate and troubleshoot SMS/MMS, Voice, and Identity alerts related to network traffic anomalies
• Own, manage, and coordinate service impacting incidents with international carriers, providers, and internal teams from initial detection to resolution
• Analyze maintenance notifications received from carriers and providers, assessing potential service impact and communicating planned downtime, risks, and mitigation strategies
• Develop and implement small-scale projects to enhance team-internal documentation, processes, and workflows, including automation of repetitive tasks and creation of knowledge base articles

Preferred Qualifications

• ITIL Foundation certification
• Experience with data analysis tools such as DataDog, Kibana, or Looker
• Experience with ticketing systems such as Zendesk, ServiceNow, or Jira
• Experience with scripting languages or general software development

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program