Technical Support Engineer 2

Job description

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 our next Technical Support Expert - Onboarding and Compliance Support

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.

Responsibilities

In this role, you will:

• Deliver top-tier customer service, embodying Twilio’s values of empathy, human warmth, and technical expertise in every interaction via emails, calls or chat.
• 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.
• 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.
• 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.

• 2- 4 years of experience in handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.

• 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 based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

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.

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 [email protected].