Remote Technical Support Engineer

Summary

Join the team as our next Technical Support Expert - Onboarding and Compliance Support at Twilio, where you'll deliver top-tier customer service, navigate customers through compliance, and apply critical thinking to identify and prevent fraudulent activity.

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

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 including challenges in processes, and proactively communicate with customers to offer updates and next action plans
• 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