Twilio
NOC Engineer 3
Job Summary
This role involves monitoring and troubleshooting carrier partner networks, specifically related to SMS/MMS, Voice, and Identity services. The NOC Engineer will manage incidents, analyze network alerts, and communicate across teams and carriers to ensure high performance and service quality. The position requires extensive experience in network operations, telecommunications technologies, and strong communication skills. The role is remote-based in Colombia and may involve occasional travel for team or project meetings.
Required Skills
Benefits
Job Description
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 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.
See yourself at Twilio
Join the team as our next NOC Engineer, America for Twilio’s Network Operations Team.
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
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 relevant experience working in a Network Operations Cente (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
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. 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.
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.
Twilio
Connect with customers on their preferred channels—anywhere in the world. Quickly integrate powerful communication APIs to start building solutions for SMS and WhatsApp messaging, voice, and email.
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