Delivery and Operations Engineer - Email Platform
Because you belong at Twilio.
The Who, What, Why and Where
Twilio is seeking a deliverability engineer to execute on the day to day delivery requirements for one of the world’s largest sending platforms. The ideal candidate will have hands-on experience working email reputation and delivery issues, especially for large scale, complex customers.
In this role, the Delivery Operations Engineer will perform critical functions to support the day to day health of the Email platform including: investigating and supporting internal efforts to respond to wide scale deliverability issues, optimizing connection and throughput MTA settings to keep email flowing quickly and efficiently, reviewing SMTP bounce codes to ensure proper processing by the Twilio proprietary MTA. In addition, the Delivery Operations Engineer will be responsible for monitoring usage of 3rd party tools to ensure we are managing cost and leveraging tools most effectively.
Reporting to the Senior Manager, Delivery Operations, this position is critical in supporting Twilio’s enterprise growth efforts by enabling the world’s leading brands on the Twilio platform.
Twilio is looking for a team member who lives the Twilio Magic and has a demonstrated track record in problem identification and resolution and overall operational excellence.
They also have:
- A minimum of 2 years experience in large scale email operations (sender, ESP, or receiver)
- Held a prior role in email deliverability (professional services, operations or technical support) required
- A high degree of technical aptitude with an in-depth understanding of the technical aspects of email, including FBLs, DNS, DKIM, SPF, DMARC, TLS, connection & throughput etc.
- Familiarity with communications industry organizations in general and specifically, data collection and handling requirements from a legislative (CAN-SPAM, CASL, GDPR etc.) and ISP (Gmail, Microsoft, Yahoo! etc.) perspective.
- Experience administering 3rd-party deliverability tools (250ok, eDataSource, and Valimail.)
- 4-year degree preferred
As a Delivery and Operations Engineer, you will live the Twilio Magic values:
- WEAR THE CUSTOMER’S SHOES:
You will act as a point of contact for escalations to provide troubleshooting and education to customers that are experiencing deliverability issues while using the email platform. As a member of the Delivery Operations team, you will work to develop a proactive solution for client performance management which prevents potential delivery issues and fuels our customers’ growth.
- DON’T SETTLE:
Your work will require you to interface with many organizations across Twilio and customers. You will strive for the best results and have high expectations for not only your work but others. You will not hesitate to push for more in order to achieve the best outcomes for all Twilio customers.
- BE BOLD:
Identify trends and opportunities for long-term improvement based on data as well as direct customer feedback. Work with your leadership to develop formal input to future product enhancements to support our customers’ overall deliverability.
- WRITE IT DOWN:
Our industry is complex and you are an expert. You will be sharing knowledge of systems, process, and recommendations with engineering teams, customer facing teams, and customers at a level relative to their understanding of our technology.
Delivery and Operations is the epicentre of our client’s email success. The function exists to protect the Twilio email service from malicious threats and degraded reputation that could impact all email customers.
By continuously monitoring and managing the Twilio email ecosystem, this leader will ensure that Twilio can continue to attract and retain enterprise customers. By optimizing processes, tools and data, you will enable our consultants, support and sales teams to ensure customers realize the full value of the Twilio platform.
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.
This position would ideally be located at one of our corporate offices with a preference for Denver, CO. What you will get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.