NOC Engineer 2

Summary

Join Twilio's Network Operations Team as a NOC Engineer in the Americas and contribute to monitoring and troubleshooting network performance for Voice, SMS, and Identity services. You will investigate and resolve network traffic anomalies, collaborate with carriers and internal teams on service-impacting incidents, analyze maintenance notifications, and develop small-scale projects to improve team processes. This role requires 2+ years of relevant experience in a NOC, customer support, or routing role, hands-on experience with communication technologies (SMS/MMS, Voice), and a solid understanding of IP networking. The position is remote, based in Colombia, with occasional travel. Twilio offers competitive pay, 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: Tuesday to Saturday, 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