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Delivery and Operations Engineer (L4)

Twilio

Twilio

Operations
United States · Remote
Posted on Wednesday, May 15, 2024

See yourself at Twilio

Join the team as Twilio’s next Email Delivery Operations Engineer.

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 global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

This position is needed to safeguard Twilio SendGrid’s reputation by enforcing email policies and advising on all email deliverability related activities for Twilio.

You will play an important role in connecting the business, technology, data, and our customers' experience. As such, we require candidates with a strong technical knowledge of both transactional and bulk email, and deliverability. You will be as comfortable remediating blocklists, identifying bad actors and working with Mailbox Providers as you are consulting with clients via our partners in Support and Professional Services.

It is essential that you have the ability to explain complex concepts to a range of audiences whilst supporting your position with solid analytical skills. You will help develop documentation, write and refresh blogs and develop strategies that improve customer onboarding and compliance. You'll be partnering closely with Support, Sales, Marketing, Professional Services, Product and Engineering to develop improvements for both our customers and colleagues.

Responsibilities

In this role, you’ll:

  • Be one of our go-to email Subject-Matter Experts for anything email related for the business
  • Respond to deliverability related support escalations and deliver expert consultation on specific customer issues via Slack, and internal Zoom meetings.
  • Conduct in-depth investigations, reviews, and audits into email sending practices across our dedicated, shared and ISV/Reseller customer environments.
  • Monitor delivery metrics across regions and develop/implement plans to improve delivery time, deliverability and reputation.
  • Contribute to the development of monitoring for outbound queues to identify and resolve potential issues before they escalate.
  • Analyze bounce logs, engagement metrics, and trends to identify potential issues.
  • Assist customer facing teams with remediation of blocks, blocklists, and issues with Mailbox Providers, helping to educate customers on best practices.
  • Help establish and maintain direct relationships with Mailbox Providers to keep up to date with industry changes and help mitigate deliverability issues.
  • Assist and consult with compliance and fraud teams on vetting new customers and account suspension policies
  • Build and maintain strong relationships with Support, Sales, Marketing, Professional Services, Product and Engineering teams, sharing best practices, emerging trends and industry news.
  • Identify opportunities for product and process improvements. Using your experience to maintain the highest deliverability standards through evolving product use-cases.
  • Play an active role in thought leadership by writing knowledge base articles, blogs, white papers.
  • Represent Twilio SendGrid in the deliverability community by participating in conferences and mailing lists.
  • Participate in on-call rotation for Delivery Operations using Pager Duty.
  • Possess a passion for the hands-on, experimental aspect of analyzing 1st and 3rd party data to build a holistic diagnosis of deliverability problems
  • Have an obvious enthusiasm for helping customers to succeed
  • Being part of a global, remote team

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:

  • 5+ years of work experience in an analytic, data driven email deliverability role.
  • Strong knowledge of EMEA, NAMER, LATAM and APAC Mailbox Providers, best practice and email use.
  • Good understanding of GDPR, CAN-SPAM, CASL and other international email-related regulation.
  • Thorough experience and understanding of Mailbox Provider features (feedback loops, postmaster pages, connection & throughput requirements etc.)
  • Strong technical understanding of DNS, SPF, DKIM, DMARC and BIMI.
  • Experience of email vetting, compliance, fraud and abuse investigations.
  • Strong SQL skills and competence using third-party tools such as Snowflake, Splunk, DataDog, Looker, Google Postmaster, SNDS etc.
  • Significant experience with communicating insights from your analyses to diverse audiences including both non-technical and technical roles, and executives

Desired:

  • Strong understanding of webhooks and APIs
  • Experience with Zendesk, Tableau, Airtable and Salesforce
  • Knowledge of networking concepts
  • Experience using email marketing and SMS platforms

Location

This role will be remote but is not eligible to be hired in CA, WA, CT, PA or NY.

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.

*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: $149,000-186,000.
  • This role may be eligible to participate in Twilio’s equity plan and corporate bonus 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 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 accommodation@twilio.com.

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 accommodation@twilio.com.