Twilio is hiring a
Technical Support Engineer 2

Summary

Join the team as our next Technical Support Expert - Onboarding and Compliance Support. At Twilio, 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.

Requirements

• Fluency in English
• 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

Responsibilities

• 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
• 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

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program