Technical Support Engineer - Onboarding and Compliance Support

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

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

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, Eg: 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; Support for volunteering and donation efforts