Technical Support Engineer 1

About Twilio

Twilio is an innovative company transforming communications globally, enabling businesses and developers to create personalized customer interactions. We embrace a remote-first culture that promotes inclusion, belonging, and connection among a diverse workforce worldwide.

Role Overview

As a member of the Onboarding and Compliance Support team, you will play a crucial role defending against fraudulent activities and ensuring customers can interact securely and compliantly within Twilio's platform. You will help empower our clients by steering them through compliance processes and addressing account-related challenges.

Key Responsibilities

• Provide exceptional customer service reflecting empathy, technical knowledge, and warmth across various channels such as email, calls, and chat.
• Advise and assist customers navigating compliance-related queries and account suspensions.
• Analyze and detect fraudulent behavior to uphold the platform's security and integrity.
• Engage in rotational shift work aligning with APAC or EMEA regions, including weekends and holidays.
• Manage critical support tickets, ensuring timely resolutions and adherence to SLAs, striving for excellent customer satisfaction.
• Communicate updates on significant issues and escalations clearly and proactively to customers and internal teams.
• Collaborate globally to refine processes aimed at enhancing customer service quality.
• Coordinate with various internal departments to promptly address customer emergencies and provide effective solutions.

Candidate Qualifications

We value diverse professional backgrounds and encourage all suitable candidates, including those from unconventional career paths, to apply.

Required

• Fluent in written and spoken English.
• Minimum 1 year of experience handling compliance, fraud, or abuse cases, familiar with related terminology.
• Technical aptitude with enterprise operating systems such as Windows and macOS.
• Experience managing escalated customer issues and stakeholder communication.
• Hands-on experience providing live support through phone or virtual meeting platforms.
• Ability to manage compliance violation accounts and suspensions effectively.
• Strong customer empathy with the capability to explain complex matters to diverse audiences.
• Commitment to learning, developing skills, and supporting team members.
• Availability to work EMEA shift hours from 12:00pm to 9:00pm IST.
• Efficient management of escalation scenarios like account verification delays and campaign policy violations.

Desired

• Proven time management skills to handle pressure independently and maintain workflow efficiencies.
• Experience in identifying and implementing process improvements and documentation development.
• 1–3+ years of experience in compliance, fraud, or abuse case management.
• Familiarity with fraud and compliance tools or rule engines and interpreting related reports.
• Experience handling GDPR compliance and data subject requests for European clients.
• Knowledge of A2P 10DLC campaign registration processes and rejection management.

Work Location

This position is fully remote within India, specifically in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.

Additional Information

Twilio is committed to diversity, equity, and inclusion, ensuring equal opportunity employment and reasonable accommodations for persons with disabilities. We participate in E-Verify where applicable and consider applicants with criminal histories under relevant laws.

Join us to solve challenging problems, collaborate with innovative colleagues, and grow your career in a supportive and dynamic environment.