Staff Software Engineer (L4)

Who we are 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 that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Staff SRE, Platform Engineering About the job Twilio is looking for a Staff Site Reliability Engineer to join our Platform Engineering organization. SRE owns production health and resiliency at Twilio — we are accountable for whether our services stay available, performant, and recoverable for the customers who build their businesses on us. SREs here are software engineers who focus on reliability: you will architect systems with reliability designed in from the outset, define the SLIs and SLOs that determine whether we are meeting customer expectations, and build the automation that keeps our infrastructure efficiently ahead of capacity and performance demand. At the Staff SRE you work without day-to-day guidance, applying deep subject-matter knowledge and industry-leading practice to improve the products, processes, and services that Twilio runs on. You will own the reliability posture of significant parts of our production estate. Your impact will be felt across multiple teams rather than within one. This is a hands-on engineering role. You will write and deploy code that improves service reliability, orchestrate complex changes across systems, lead the response when production is degraded, and raise the quality bar for the engineers around you. 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 service