Technical Support Engineer 2

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses  [https://customers.twilio.com/]and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work [https://www.twilio.com/en-us/blog/open-work], and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Software Engineer (L3). About the job The Phone Numbers Platform is the heartbeat of Twilio. In 2026, "getting a phone number" is no longer a simple API call; it is a sophisticated orchestration of global inventory, real-time identity verification (KYC), and automated regulatory compliance. As a Software Engineer (P3), you will own the technical strategy for a platform that processes millions of requests. You will be expected to pioneer AI-driven development workflows using LLMs and agentic agents to accelerate code generation, automate architectural reviews, and synthesize complex global telecommunications regulations into executable logic. Your mission is to collapse the distance between a great idea and a production ready feature. As a Software Engineer (P3), you will drive the design and implementation of key features for a platform that processes millions of requests. You will leverage modern AI-driven development workflows—including LLMs and agentic tools—to accelerate your code generation, streamline architectural reviews, and implement complex global telecommunications regulations into robust executable logic. Your mission is to efficiently turn great ideas into high-quality, production-ready features Responsibilities In this role, you’ll: * DRAW THE OWL: Contribute Significantly to the architecture and long-term technical roadmap for the Phone Numbers Platform, transitioning legacy systems into a modern, distributed microservices architecture that supports global scale. * ACCELERATE WITH AI: Lead by example in using AI coding assistants (GitHub Copilot, Anthropic Claude, or internal LLMs) to automate boilerplate, generate exhaustive test suites, and perform rapid prototyping. You will be measured on your ability to amplify your own output and the team's velocity through AI augmentation. * BE AN OWNER: Drive technical excellence in the team, making critical architectural decisions that balance rapid feature innovation with world-class reliability and security. * WEAR THE CUSTOMER’S SHOES: Partner with Product Managers to translate complex global telecommunications regulations and customer needs into elegant, developer-first APIs and application workflows. * EMPOWER OTHERS: Mentor and uplift junior and mid level engineers. Foster a culture of technical curiosity, ownership, and continuous learning. Teach the team how to move from "writing code" to "reviewing and orchestrating AI-generated logic" without sacrificing security or quality. * RUTHLESSLY PRIORITIZE: Identify and mitigate technical risks early, ranging from scalability bottlenecks to security vulnerabilities and lead the team through complex production incidents with a focus on long-term remediation. * WRITE IT DOWN: Articulate technical designs and system trade-offs clearly to your team and cross-functional partners through high-quality design documents, RFCs, and collaborative discussions.  Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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: * 5+ years of experience designing and developing highly available, high-scale, secure, mission-critical cloud-native enterprise distributed systems. * Strong Proficiency in Java or Python with solid knowledge of AWS ecosystems (Lambda, EKS, DynamoDB, Kafka). * Cloud-Native Architecture: Hands-on experience with cloud-native infrastructure (AWS preferred), microservices patterns, and building highly resilient systems. * AI-Augmented Development: Practical experience using AI tools (e.g., Copilot, Claude, Cursor) to accelerate software delivery. You should be comfortable discussing how you use LLMs for debugging, code synthesis, and prototyping. * API Design: Experience building and maintaining high-volume public-facing APIs with a focus on developer experience. * Data Proficiency: Experience with high-throughput data processing and storage solutions (SQL/NoSQL, Redis, Kafka, or Spark). * Infrastructure as Code: Familiarity with Kubernetes, Terraform, and modern CI/CD paradigms. * Collaboration & Influence: Demonstrated ability to influence technical decisions within your team through strong communication and technical credibility.  Desired: * Platform Thinking: Experience building "internal platforms" that enable other developer teams to move faster. * Agentic Systems: Experience building or integrating AI agents into internal developer platforms or automated ops workflows. Location This role will be remote, and based in India . Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, 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 [https://www.twilio.com/company/values]. Additionally, we empower employees to build positive change in their communities [https://twilio.org/support-and-resources/impact-fund] 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. [https://www.twilio.com/company/jobs#open-positions] Twilio is proud to be an equal opportunity 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

As a member of the ShipBob Team, you will...  * Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.  * Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.  * Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.  Location: Remote - India  Role Description:  The Manager, Merchant Ops Team is responsible for leading a team of Leads and Analysts focused on merchant support operations within Control Tower. This role drives team performance, service level adherence, quality outcomes, and operational excellence while ensuring timely resolution of merchant inquiries and escalations. The Manager partners cross-functionally to improve processes, enhance the merchant experience, and develop a high-performing team through coaching, accountability, and continuous improvement. This role reports to the Senior Manager, Control Tower, who also serves as the backup for this role.   Team Leadership & People Development   * Facilitate and develop a team of Merchant Operations stakeholders and Analysts, fostering a high-performance and accountable team culture.   * Conduct regular coaching sessions, performance reviews, and career development discussions for direct reports.   * Ensure bi-weekly 1:1s, clear goal setting, and documented development plans through Lattice.   * Drive employee engagement, team morale, and retention through continuous feedback and recognition programs.   * Manage workforce planning, attendance, shift coverage, and resource allocation to meet business requirements.   Operational Excellence & Performance Management   * Own overall Merchant Ops performance against established KPIs, SLAs, quality standards, and productivity targets.   * Monitor ticket queues and case volumes across Jira, Salesforce, and other operational systems to ensure timely resolution and workload balancing.   * Ensure adherence to documented SOPs, Confluence standards, and operational processes.   * Conduct regular audits to identify process gaps, compliance risks, and execution inconsistencies.   * Develop and execute action plans to improve service quality, operational efficiency, and merchant experience.   Escalation & Stakeholder Management   * Serve as the primary escalation point for complex merchant, operational, and cross-functional support issues.   * Partner closely with Fulfillment Centers, Operations, Product, Engineering, Merchant Success, and other internal stakeholders to drive issue resolution.   * Communicate operational risks, trends, and performance updates to Control Tower stakeholders in a timely manner.   * Ensure smooth handoffs, knowledge sharing, and coordination across shifts and partner teams.   Reporting, Analytics & Continuous Improvement   * Leverage operational data, performance dashboards, and trend analysis to identify business opportunities and process enhancements.   * Own daily, weekly, and monthly reporting for stakeholders reviews.   * Drive automation, workflow improvements, and standardization initiatives to reduce manual effort and increase operational effectiveness.   * Facilitate root cause analysis efforts and execute corrective action plans for recurring operational challenges.   * Support special projects, organizational initiatives, and business continuity activities as required.   Additional Responsibilities   * Perform other duties as required to support team and organizational objectives.   What you’ll bring to the table:   * 6+ years of experience in Operations, Merchant Support, Customer Support, Control Tower, Logistics, or E-commerce environments.    * 3+ years of people management experience leading frontline teams, team leads, or operational support functions.    * Strong experience managing performance through KPIs, SLAs, quality frameworks, and operational scorecards.    * Deep understanding of ticket-based support environments, escalation management, queue management, and workforce planning.    * Experience in E-commerce fulfillment, warehousing, supply chain, merchant operations, or logistics operations preferred.    * Proven ability to coach, mentor, and develop high-performing teams in a fast-paced environment.    * Strong analytical skills with the ability to interpret operational data and drive actionable improvements.    * Excellent stakeholder management skills with the ability to influence and collaborate across multiple teams.    * Exceptional verbal and written communication skills with experience presenting operational insights to stakeholders.    * Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, Jira, Salesforce, and workflow management tools.    * Demonstrated ability to balance competing priorities while maintaining strong attention to detail and execution.    * Bachelor's degree in Business, Operations, Supply Chain, Management, or a related field preferred.   Perks & Benefits:  * Medical, Term & Accidental Insurance  * All Purpose Leave (casual & sick time): 12 days  * Earned Leave: 15 days  * Public Holiday: 12 days  * Generous Maternity & Paternity Leave  * Quarterly Wellness Day  * Work From Home Allowance  * See Our High-Performing Culture >>> https://www.instagram.com/lifeatshipbob/Check us out on Instagram [https://www.instagram.com/lifeatshipbob/] (@lifeatshipbob)  #LI-DS2 We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.  About You:  Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.  Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/ [https://www.shipbob.com/careers/culture/]).  About Us:   ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.  At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers. We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human. ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.