NOC Engineer 3

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.