Technical Support Engineer 2

Summary

Join Twilio's Onboarding and Compliance Support team as a Technical Support Expert and safeguard the communication environment for our customers. You will deliver exceptional customer service, guide customers through compliance processes, and resolve account issues. Responsibilities include applying critical thinking to prevent fraud, managing support tickets, providing timely updates, and improving processes. The role requires fluency in English, 2-4 years of relevant experience, strong technical proficiency, and proven live support experience. This position operates on a 24/7 support model, requiring weekend and holiday availability and rotational shifts. Twilio values diverse experiences and encourages applications from individuals with alternative backgrounds.

Requirements

• Fluency in English
• 2- 4 years 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
• 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 EscalationCampaign Rejection Due to Policy ViolationDispute Over Account SuspensionDelayed 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 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

Preferred Qualifications

• 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 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

Benefits

Remote work, flexible hours