Principal Adv Network Tech Support

Twilio; India; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

Twilio is seeking an experienced Network SME to lead GT3 service assurance, focusing on SD-WAN technologies and complex WAN/LAN troubleshooting. You will serve as a trusted advisor, translating technical details for both engineers and customers, and drive effective incident resolution.

You will mentor GT3 peers, develop training materials, and manage cross-functional projects from initiation to completion, ensuring quality and timely updates to stakeholders.

Qualifications

• Expert in enterprise networking and SD-WAN technologies with crisis management skills.
• Strong ability to triage complex outages and communicate technical findings clearly.
• Experience with large-scale, mission-critical environments and security best practices.

Responsibilities

• Lead technical SME for GT3 service assurance across WAN/LAN/SD-WAN environments.
• Mentor GT3 peers and other teams; deliver training and best-practice materials.
• Manage long-running issues, coordinate cross-functional teams, and report progress.

Skills

Enterprise networking

SD-WAN

Network security

Troubleshooting

WAN architecture

Routing protocols

BGP

OSPF

EIGRP

VIP/SME guidance

Tools

Cisco Nexus

Aruba EdgeConnect

Riverbed WAN Optimization

VMware VeloCloud

Juniper routing

Cisco ASA

Job description

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Overall Purpose

Technical Expertise and Support: Serve as a lead technical expert and Subject Matter Expert (SME) within the Service Assurance Tier 3 (GT3) team. Provide specialized support for D2 technologies, including SD-WAN solutions such as Silver Peak SDWAN, VMware/Broadcom/Arista SD-WAN and Cisco SD-WAN, along with virtualized platforms like Flexware and Universal CPE. Act as a recognized routing and connectivity SME across all supported service lines, frequently consulted by peers for technical advice and problem resolution. The position exercises judgment by effectively managing a high volume of complex and critical customer network outages, requiring swift and accurate decision-making to triage and isolate issues. The candidate applies advanced critical thinking skills to analyze problems deeply and prioritize actions that minimize service impact. Additionally, judgment is demonstrated in tailoring communication translating technical findings into clear, appropriate messages for diverse audiences, including both internal engineers and customers with varying technical expertise ensuring understanding and maintaining professionalism throughout critical situations.

Training and Mentorship

Serve as a mentor for GT3 peers, other Service Assurance teams, and provide guidance to LCM/LE resources. Develop and deliver training materials and documentation for GCSC and GT3 teams, capturing best practices in troubleshooting and sharing lessons learned. Act as a key resource for managing complex, long-duration issues and technical escalations, supporting both peers within the GT3 organization and management. Manage projects from initiation to completion by planning scope, schedule, and resources. Lead cross-functional teams, monitor progress, mitigate risks, and communicate updates to stakeholders. Ensure quality, manage changes, and drive continuous improvement throughout the project lifecycle.

Required Technical Expertise (Expert Level)

The ideal candidate will possess expert-level experience in enterprise networking, SD-WAN technologies, network security, and advanced troubleshooting within large-scale, mission-critical environments.

Core Technical Competencies

Advanced knowledge of enterprise routing, switching, and network architecture design. Expert-level troubleshooting and root cause analysis across complex WAN, LAN, Wireless, Security, Cloud, and SD-WAN environments. Extensive experience with: Cisco Routing and Switching Platforms Cisco Nexus Data Center Switching Cisco Wireless Infrastructure Cisco ASA Firewalls Juniper Networks Routing and Switching Solutions Riverbed WAN Optimization Technologies Aruba EdgeConnect (Silver Peak) SD-WAN VMware VeloCloud SD-WAN Network Technologies & Protocols Routing Protocols: BGP OSPF EIGRP IPSec VPN design, implementation, and troubleshooting LAN/WAN connectivity and optimization Network segmentation, redundancy, and high-availability architectures Performance monitoring, capacity planning, and proactive network optimization Security Solutions & Technologies Deep understanding of enterprise security architectures and best practices.

Preferred Certifications

• Networking Certifications Cisco Certified Internetwork Expert (CCIE) Enterprise Infrastructure
• Cisco Certified Network Professional (CCNP) Enterprise
• Cisco Certified Specialist SD-WAN
• Juniper Networks Certified Professional/Expert (JNCIP/JNCIE)
• VMware SD-WAN (VeloCloud) Certification
• Aruba EdgeConnect SD-WAN Certification
• Security Certifications Certified Information Systems Security Professional (CISSP)
• Certified Information Security Manager (CISM)
• Cisco Certified CyberOps Professional
• Palo Alto Networks Certified Network Security Engineer (PCNSE)
• GIAC Security Certifications (preferred)
• CompTIA Security+ (minimum baseline preferred)

Experience supporting compliance and security frameworks including

NIST CIS Controls FedRAMP FISMA DoD Security Requirements Transport & Connectivity Expertise Strong understanding of WAN transport technologies including MPLS Dedicated Internet Access (DIA) Broadband Ethernet Fiber LTE/5G Wireless Satellite Communications Private and Hybrid Network Solutions.

Expertise Strong understanding of WAN transport technologies including

MPLS Dedicated Internet Access (DIA) Broadband Ethernet Fiber LTE/5G Wireless Satellite Communications Private and Hybrid Network Solutions.

Security Clearance Requirements Must be .