NOC Engineer 3

Job Description

Twilio is seeking a NOC Engineer to join their Americas NOC team. This role is crucial for monitoring the performance of Twilio's carrier partner network and troubleshooting carrier-related issues across Voice, SMS, and Identity services. The NOC Engineer will ensure the high quality and performance that Twilio’s customers expect.

Responsibilities:

• 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.

Requirements:

• 5+ years of relevant experience 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.

What Twilio Offers:

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