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Principal Software Engineer (L5) - Systems Operations



Software Engineering, Operations
United States · Remote
Posted on Thursday, February 8, 2024

See yourself at Twilio

Join the team as our next Principal Software Engineer in Systems Operations.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to reinvent how we operate at Twilio with intelligent, self-service solutions for Customer Support and Operations teams. The Principal Software Engineer position will serve as the key technical leader of our Efficiency Engineering group, and s/he will provide architectural guidance across our U.S. and Colombia teams.

In this role, you will be responsible for guiding technical blueprints, mentoring developers, and partnering with program managers, designers, full stack developers, and AI/ML engineers to set our team up for long-term success. The ideal candidate should have experience across the software lifecycle from architecture, design, development, deployment and maintenance of modern, cloud applications. This is an opportunity to be an integral leader of a fast-growing engineering team, and shape the future of how Twilio works for internal Twilions and customers alike.


In this role, you’ll:

  • Establish and model a high-performance culture of our engineering teams globally
  • Collaborate globally with our business stakeholders, Program Managers, and engineering teams
  • Partner across engineering teams and business units and align on cross-team execution plans
  • Reinvent our customer help center to proactively identify and efficiently resolve customer issues
  • Build AI chatbot experiences and routing engines to streamline answers to common questions
  • Develop engineering solutions to help sales, support and operations teams work smarter
  • Cultivate a team of builders and owners that collaborate, grow and continuously improve together


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!


  • Proficient with full-stack software development.
  • Proficient with building on cloud architecture and distributed systems, preferably on AWS.
  • Experienced with Typescript and Javascript development.
  • Experienced with documenting software architecture and technical blueprints
  • Solid understanding of engineering fundamentals and common design patterns.
  • 8+ years experience in building production software systems.


  • Experience with modern web architectures and frontend best practices is a plus, preferably using frameworks like React, Vue, or Angular.
  • Bachelor’s degree or equivalent experience.


This role will be remote, and based in the United States but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

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.

*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

  • Based in Colorado: $180,880 - $226,100.
  • Based in New York, Washington State or California (outside the San Francisco Bay Area): $191,520 - $239,400.
  • This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at