Technical Support Engineer 2

See yourself at Twilio

Join the team as our next Technical Support Expert Onboarding and Compliance Support

Who We Are & Why Were Hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business

We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum

About The Job

At the Onboarding and Compliance Support team, we're not just fighting against bad actors; we're champions for our customers' success

As a pivotal member of our Onboarding and Compliance Support team, you'll be the shield that guards the realms of communication, ensuring that our customers can operate in a secure and compliant environment, free from external threats

Your Role

Deliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction

Navigate customers through compliance, providing expert advice, and resolving issues

Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions

Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform

Twilio operates a 24/7 support model, requiring availability to work weekends and holidays as needed

This role involves working rotational shifts during either the APAC or EMEA time zones

In This Role, Youll

Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores

Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps

Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams

Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs

Why You'll Excel

You'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us

You'll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving

You'll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day

Qualifications

Not all applicants will have skills that match a job description exactly

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

Fluency in English

Strong technical proficiency with experience in common enterprise operating systems, Eg: Windows & macOS

Proven experience in delivering live support, including phone support, Zoom, or similar platforms

Assisting with A2P 10DLC Campaign Registration/Rejections

Live Phone Support for Account compromise and compliance violations

Resolving Account Suspension Due to Compliance Violations

Navigating GDPR Compliance for European Customers and working on DSR requests

A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences

A strong desire to learn new skills, develop expertise, and support others in the field

Effective and efficient handling of escalations Eg:

Account Verification Delay Escalation

Campaign Rejection Due to Policy Violation

Dispute Over Account Suspension

Delayed Onboarding Due to Incomplete Documentation

Desired

Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality)

Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures

Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation

Over 3+ years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology

Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports

Location

This role will be remote in India

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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

Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures

If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio

com