Lead Applications Engineer, Legal

at Twilio

Remote

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.

See yourself at Twilio

Join the team as Twilio’s next Lead Applications Engineer, Legal in the Legal, Audit & Security space.

About the job

This position is a business critical role at Twilio where you will work closely with key legal stakeholders across Legal Matter Management, Ethics & Compliance, Privacy areas.

You will be responsible for managing and resolving all system related issues. Working with the current global team providing daily support and delivering technical enhancements across the legal operations landscape.

There are a number of applications including (but not limited to) the following:

ONIT (Legal Matter Management);
Agiloft or Ironclad (Contract Lifecycle Management);
COI (Conflict of Interest declaration);
Reveal (Employee Litigation); and
Kodex (law enforcement requests).

Your role will involve understanding & analyzing legal processes, designing new workflows, implementing and customizing e.g. ONIT solutions, and providing strategic insights to improve efficiency and compliance.This will also allow you to drive your own opportunities for professional development adding value to our business.

Responsibilities

In this role, you’ll:

Work with internal legal teams to provide end user support across the applications they use
Analyse business problems and requirements to propose technological solutions.
Oversee new enhancements within the current system landscape.
Troubleshoot & resolve Legal Matter issues as these arise
Serve as an expert in ONIT applications, specifically focusing on matter management modules and related functionalities
Lead the configuration and customization of ONIT matter management modules to align with organizational needs and workflow
Oversee and manage legal matters using ONIT, including case intake, matter tracking, documentation, and reporting.
Support implementation, roll-out & adoption phases of new technologies, interacting internally with the business and working with vendors - coordinating complex projects
Overview, co-ordinate & tracking project progress & workflow throughout the matter lifecycle
Provide timely and effective support to the Legal business team via Zoom, Slack, email, and other communication channels
Create and maintain detailed documentation, including FAQs, troubleshooting guides, and best practices.
Analyze legal workflows and processes, identify areas for improvement, and propose technology based solutions to enhance efficiency and compliance.
Ensure the accuracy and integrity of legal data within ONIT matter management systems, implementing data governance best practices.
Develop credibility and relationships with client stakeholders.
Work in an AGILE manner as the team pivots to a SAFe working model with story intake, iteration planning and execution.
Cultivate strong business relationships with key stakeholders (mostly in the U.S.)
You will be comfortable working with globally dispersed I.T. teams and senior business leadership being predominantly based in the U.S.
Lead daily, weekly and monthly interactions with senior stakeholders - both business and IT.
Ideally, lead discussions, and articulate options and recommendations to complex issues.
Confidently discuss technical and non-technical issues.
Monitor and support junior EPM team members and accelerate their EPM knowledge development through coaching and mentoring.

Qualifications

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:

Bachelor’s degree in Legal Studies, Business, Information Technology, or related field. Advanced degree or ONIT
Minimum 7+ years’ experience years in legal operations, matter management, or a similar role with a focus on ONIT applications or similar software.
Proficiency in Legal applications, particularly matter management modules, configuration, and customization.
Strong technical, analytical skills with the ability to interpret complex legal data within Legal Matter Management systems.
Excellent communication and interpersonal skills, English is a must.
Ability to troubleshoot technical issues and provide effective solutions.
Detail-oriented with strong organizational skills.
Teamwork-oriented with a strong focus on customer satisfaction
Comfortable to work across time zones – bulk of users based in US region
Ideally, lead discussions, and articulate options and recommendations to complex issues.
Confidently discuss technical and non-technical issues.
Monitor and support junior EPM team members and accelerate their EPM knowledge development through coaching and mentoring.

Desired:

Extensive experience with Legal applications in a corporate or law firm environment.
Previous experience in a senior or lead analyst role within legal operations using ONIT applications or similar
Experience in a US client-facing support role.
AGILE or SAFe experience

Location

This role will be remote, and based in India <Karnataka, Tamil Nadu, Telangana State, Maharashtra and New Delhi>.

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

Working at Twilio offers many benefits, including competitive pay, 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.

Twilio is proud to be an equal opportunity 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.