NOC Engineer 3

See yourself at Twilio

Join the team as our next NOC Engineer, America for Twilio’s Network Operations Team.

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 and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant, diverse team 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. 

About the job

Twilio is looking for NOC Engineers to join our Americas NOC team. The NOC is responsible for monitoring the performance of our carrier partner network and troubleshooting carrier-related issues across Voice, SMS, and Identity services. The NOC works tirelessly to ensure that our carrier partner network provides the high quality and high performance that Twilio’s customers expect.

Responsibilities

In this role, you’ll:

• 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 projects to enhance team-internal documentation, processes, and workflows, including automation of repetitive tasks and creation of knowledge base articles.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• Proven track record 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.

Desired:

• 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

Location

This role will be remote, and based in Colombia.

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

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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. Additionally, we empower employees to build positive change in their communities 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.