Supply Operations Engineer 3

Summary

Join Twilio as a Supply Operations Engineer (L3) and ensure the highest quality of service for worldwide SMS traffic. Manage Twilio’s carrier connections, optimizing for reliability, redundancy, capacity, and uptime. Provide L2 support to troubleshoot and resolve issues. The ideal candidate is passionate about customer service, possesses deep SMS knowledge, understands the LATAM messaging ecosystem, and enjoys problem-solving and process optimization. You will act as an escalation point for complex routing/quality issues, identify new carrier connectivity opportunities, collaborate with cross-functional teams, create internal documentation, and automate operational processes. This remote role, based in Brazil, requires occasional travel.

Requirements

• Ability to communicate in English and Portuguese fluently to engage with local stakeholders
• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• 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, 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

Benefits

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