Technical Support Engineer 1
Twilio
Remote - IndiaremotePosted 9 days ago
Skill Required
Customer SupportTechnical LeadTechnical Support EngineersecuritywrittenDesign PatternsRustandAI
Key highlights
- Remote role based in India (specific states listed)
- 24/7 support model with rotational shifts (APAC/EMEA time zones)
- 1+ year required experience in compliance, fraud, or abuse domains
- Fluency in English (written and verbal) required
- Opportunity to work on GDPR compliance and A2P 10DLC Campaign Registration (nice-to-have)
- Equal opportunity employer with inclusive hiring practices
Role overview
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 a Technical Support Engineer - Onboarding and Compliance Support, 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. You'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us.
Responsibilities
- 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.
- Work rotational shifts during either the APAC or EMEA time zones, including weekends and holidays as needed (24/7 support model).
- 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.
Requirements
- Fluency in English - written and verbal.
- 1 year 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.
- Managed and resolved customer escalations with stakeholders as necessary.
- Proven experience in delivering live support, including phone support, Zoom, or similar platforms.
- Live Phone Support for Account compromise and compliance violations.
- Resolving Account Suspension Due to Compliance Violations.
- 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.
- Willing to work from EMEA IST 12:00pm to 9:00pm.
- Effective and efficient handling of escalations, including: Account Verification Delay Escalation, Campaign Rejection Due to Policy Violation, Dispute Over Account Suspension, Delayed Onboarding Due to Incomplete Documentation.
Nice to have
- 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 1-3+ 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.
- Navigating GDPR Compliance for European Customers and working on DSR requests.
- Assisting with A2P 10DLC Campaign Registration/Rejections.
Benefits
- Remote-first work environment.
- Opportunity to work with a team that values innovation, collaboration, and proactive problem-solving.
- Enhance skills in a dynamic, fast-paced environment.
- Empowerment to build positive change in communities by supporting volunteering and donation efforts.
Additional details
- Twilio uses Artificial Intelligence (AI) to help make the hiring process efficient, but every hiring decision is made by real Twilions.
- While remote-first, may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.
- 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.
- Twilio considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
- Twilio participates in the E-Verify program in certain locations, as required by law.
- Twilio provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in job application procedures. Contact accommodation@twilio.com for assistance.
- Location: This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).
- Scam alert: Twilio will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. Job offers are not made without a formal interview process, and interviews are not conducted exclusively through text-based messaging apps.
- 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.