Technical Support Engineer Compliance & Onboarding

See yourself at Twilio

Join the team as our next Technical Support Expert on Twilio.

Who we are & why we’re 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 have presence throughout South America Europe Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio we support diversity equity & inclusion wherever we do business.

About the job

This position is needed to ensure that our customers' success is championed and protected. At the Onboarding and Compliance Support team we don't just combat bad actors; we act as the shield guarding the realms of communication. Your role will be pivotal in ensuring our customers 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 so the ability to work weekends and holidays (as needed) is required. However this role has shifts between 8:00 AM and 5:00 PM Estonia time with schedules either Mon-Fri Tue-Sat or Sun-Thurs rotating quarterly.

Responsibilities

In this role you’ll:

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

• Provide timely and concise updates on significant issues incidents and escalated cases proactively communicating with customers to offer updates and next steps.

• Continuously identify and implement improvements to processes and procedures enhancing 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 3+ years of experience in common enterprise operating systems.

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

• 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.

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 2 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.

• Proficiency in using industry tools for database searches creating custom queries and generating reports—such as Splunk DataDog and SQL tools.

Location

This role will be remote or based in our Estonia office.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

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 .