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Twilio // platform for building messaging applications
Engineering, Full Time    Tallinn, Estonia    Posted: Tuesday, August 11, 2020
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Because you belong at Twilio

The Who, What, Why & Where

Twilio is seeking an operations engineer to help us scale our product operations globally. This role will serve as the first level of escalation on the team whose primary responsibilities include helping our customers onboard phone numbers to Twilio's platform, porting phone numbers from other carriers to Twilios network, & working closely with Twilios sales team & our customers to sell & provision short codes & pre-register alphanumeric Sender IDs efficiently & effectively. This role will partner with other Ops teams, product & engineering, & sales & support to ensure our customers are successful & our operations are efficient. The Product Operations team is a key part of Twilios Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, & delivers the world's connectivity.


Twilio is seeking a Product Operations Engineer who lives the Twilio Magic to join the team that runs Twilios phone number operations.  They also are/have:

  • Experience working with customers directly to solve their most complex & time sensitive problems.
  • A tech- & process-savvy person who loves to build seamless operations that benefit our customers.
  • Used data and/or software to make processes more efficient in a previous role. 
  • Built dashboards to help make metrics-driven decisions. You have experience with Excel, SQL, database queries, & you are familiar with Looker; youre able to perform intermediate analyses.
  • Thorough, organized, & process-oriented to the extreme, & youre able to prioritize & execute multiple projects simultaneously.
  • Calm under pressure as you respond to escalations & quickly troubleshoot incidents.
  • Intermediate-level expertise with respect to relevant technology & the telecom industry.
  • 3+ years of experience working on an operations team.  


As a Product Operations Engineer, you will live the Twilio Magic values:

  • WRITE IT DOWN: Design & document processes & make ongoing process improvements to ensure peak performance of the Phone Numbers Operations team
  • DRAW THE OWL: Manage & expand our operations & design operational dashboards to determine the health of our operations; report out on these dashboards to internal stakeholders. 
  • BE AN OWNER & BE BOLD: Work with senior teammates & management on incident communication with carrier partners & internal stakeholders related to customer escalations & outages, create internal and/or external customer-facing reports & identify requirements for tools necessary to automate & streamline operational processes.
  • EMPOWER OTHERS: Partner with Customer Success, Sales, Engineering & Product teams to resolve complex problems for customers. 
  • NO SHENANIGANS: Participate in regular operational meetings with your counterparts at our carrier partners to transparently resolve ongoing issues & to proactively prevent future issues
  • WEAR THE CUSTOMERS SHOES: Effectively respond to advanced questions from customers in core area & basic questions across multiple areas requiring basic technical expertise


On the Product Operations team, our primary goal is operating efficiently to ensure our customers have access to purchase & port phone numbers around the globe. We are focused on operational efficiency to deliver an excellent customer experience. We are a key part of Twilios Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, & delivers the world's connectivity. 

Twilio is a company that is empowering the worlds developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, & your entire employee experience. We only win when our employees succeed & we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, & innovation & we want you & your ideas to thrive at Twilio.


This position will be located in our beautiful & well-designed office at Veerenni 38 in Tallinn, though considering the worlds current circumstances you will start from your home office.

Around the world, Twilio offers great benefits & perks to support the physical, financial, & emotional well being of you & your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers experience, understands that this is a marathon, not a sprint; that continuously & purposefully builds an inclusive culture that empowers everyone to do their best work & be the best version of themselves.

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