About the Job
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 th...
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Key Responsibilities
In this role, you’ll:
Own the reliability posture of production services in your area — availability, latency, capacity, efficiency, performance, and the monitoring and alerting that makes them visible
Define, instrument, and operate against SLIs and SLOs, and use error budgets to drive engineering priorities
Identify trends and problem areas that threaten stability, and provide a path forward to mitigate risk before it reaches customers
Drive down repair items and prevent classes of incidents rather than resolving them one at a time
Improve detection, response, and recovery — reducing time to acknowledge, engage, mitigate, and restore, with fewer people pulled in
Design for failure: strengthen failure domains, validate recovery paths, and make production changes safer to ship and safer to roll back
Participate in on-call for the services you support, and lead the response when production is degraded
Write post-mortems that identify true root causes, and drive the follow-up work to completion
Oversee efforts to identify, diagnose, report, and document production problems across all reliability dimensions
Write, configure, and deploy code that measurably improves service reliability — maintainable, reviewed, documented, and well tested
Orchestrate complex changes across systems and services, documenting design changes, technical decisions, migration plans, and upgrades
Lead debugging, troubleshooting, and analysis of service architecture and design
Use code review to drive up the quality of your coworkers' code
Reduce the operational overhead required to run infrastructure and services
Drive projects from conception to completion for efforts spanning the concerns of your team
Coordinate across programs, collaborating with others to estimate and communicate delivery timelines
Break projects into milestones and tasks, track progress, and communicate updates to stakeholders
Identify and communicate changes that may impact stability
Required Skills & Abilities
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!
8+ years of related engineering experience, with a substantial portion focused on reliability, infrastructure, or platform engineering
Demonstrated accountability for production systems — you have carried a pager for services that mattered and owned the outcome when they failed
Strong software engineering fundamentals: you build and ship production code, not only configure tooling
Experience defining and operating against SLIs and SLOs, and using error budgets to inform engineering priorities
Depth in production operations: incident command, post-mortem analysis, capacity planning, and observability
A record of preventing recurrence — reducing incident classes and operational toil, not just closing tickets
Experience driving changes that span multiple teams, and the communication skills to build alignment without formal authority
A track record of improving the engineers around you through code review, design feedback, and mentorship
Experience with large-scale distributed systems in a cloud environment
Familiarity with infrastructure-as-code, container orchestration, and GitOps-style delivery
Experience with multi-region architecture, failure-domain design, or regional expansion work
Background in chaos engineering, game days, or other proactive resilience validation
