Technical Support Engineer 1
Job description
About the role
Technical Support Engineer
Onboarding and Compliance Support at Twilio
Who we are
At Twilio, we are shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and a strong culture of connection and global inclusion means that no matter your location, you are part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we are acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
Hiring and how we work
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions. Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
See yourself at Twilio
Join the team as our next Technical Support Engineer
Onboarding and Compliance Support.
Who we are & why we're hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. Although we are headquartered in San Francisco, we are on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we are looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the Job
At the Onboarding and Compliance Support team, we are not just fighting against bad actors; we are champions for our customers' success. As a pivotal member of our Onboarding and Compliance Support team, you will 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 align on priorities, share insights, and drive improvements that impact the customer journey.
Key facts
What you'll do
Setting the tone in chats and calls, you respond to customers with empathy while navigating compliance constraints.
You map each case through intake, build context, review evidence, and ship decisions that keep communication pathways open.
You partner with internal teams to align processes, using policy knowledge to resolve suspensions and prevent fraud.
You review queues, triage risk, and apply controls that uphold platform integrity without erasing customer trust.
You ship clear updates to stakeholders, turning complex incidents into coordinated actions across time zones.
You guide partners through guidelines, interpreting requirements so campaigns launch compliantly and on schedule.
You review edge cases, adjust playbooks, and implement improvements that streamline compliance workflows globally.
You intake high volume tickets, classify issues, and route them swiftly to the right resolution path.
Requirements
You must bring three years of experience in support or compliance roles handling sensitive cases.
You must navigate policies, regulations, and platform rules while maintaining accuracy under rotational shifts.
You must communicate clearly in writing, adapting tone for executives, customers, and partners alike.
Nice to have
Experience with fraud detection, risk scoring, or trust and safety operations preferred.
Skills & tools
Twilio, Zendesk, Salesforce, Jira, G Suite