{"schemaVersion":"jobsearcher.job.v1","id":"d845db27bba5d64f7d1f730e","url":"https://jobsearcher.com/jobs/d845db27bba5d64f7d1f730e","canonicalUrl":"https://jobsearcher.com/jobs/d845db27bba5d64f7d1f730e","title":"Technical Support Engineer 1","description":"Who we are\n\nAt Twilio, we’re 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.\n\nOur dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.\n.\n\nHiring and how we work\n\nWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!\n\nAlso, 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.\n.\n\nSee yourself at Twilio.\n\nJoin the team as our next Technical Support Engineer - Onboarding and Compliance Support\n\nWho we are & why we’re hiring\n\nTwilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.\n\nAlthough we're headquartered in San Francisco, we're 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're looking for more builders, creators, and visionaries to help fuel our growth momentum.\n\nAbout the Job\n\nAt 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.\n\nResponsibilities\n\nIn this role, you will:\n\nDeliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction via emails, calls or chat.\nNavigate customers through compliance, providing expert advice, and resolving issues.\nGuide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions.\nApply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform.\nTwilio 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.\nTake ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores.\nProvide 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.\nContinuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams.\nServe as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.\nYou'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us.\nYou'll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving.\nYou'll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day.\n\nQualifications:\n\nNot all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!\n\nRequired:\n\nFluency in English - written and verbal.\n1 year of experience in handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.\nStrong technical proficiency with experience in common enterprise operating systems, Eg: Windows & macOS.\nManaged and resolved customer escalations with stakeholders as necessary\nProven experience in delivering live support, including phone support, Zoom, or similar platforms.\nLive Phone Support for Account compromise and compliance violations\nResolving Account Suspension Due to Compliance Violations\nA demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences.\nA strong desire to learn new skills, develop expertise, and support others in the field.\nWilling to work from EMEA IST 12:00pm to 9:00pm\nEffective and efficient handling of escalations Eg:\nAccount Verification Delay Escalation\nCampaign Rejection Due to Policy Violation\nDispute Over Account Suspension\nDelayed Onboarding Due to Incomplete Documentation\n\nDesired:\n\nProven 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.\nDemonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation.\nOver 1-3+ years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.\nExperience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports.\nNavigating GDPR Compliance for European Customers and working on DSR requests.\nAssisting with A2P 10DLC Campaign Registration/Rejections\n\nLocation\n\nThis role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)\n\nTwilio thinks big. Do you?\n\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\n\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!\n\nIf this role isn't what you're looking for, please consider other open positions.\n\nTwilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.\n\nTwilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.\n\nTwilio thinks big. Do you?\n\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\n\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.\n\n.\n\nStay alert to recruitment fraud\n\nWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.\n\n.\n\nTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.","company":"Twilio","rawCompany":"twilio","city":"Monterey","state":"IN","isRemote":false,"isActive":false,"createdAt":"2026-08-29T10:06:39.046Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1299.00","title":"Computer Occupations, All Other","slug":"computer-occupations-all-other"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer 1","description":"Who we are\n\nAt Twilio, we’re 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.\n\nOur dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.\n.\n\nHiring and how we work\n\nWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!\n\nAlso, 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.\n.\n\nSee yourself at Twilio.\n\nJoin the team as our next Technical Support Engineer - Onboarding and Compliance Support\n\nWho we are & why we’re hiring\n\nTwilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.\n\nAlthough we're headquartered in San Francisco, we're 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're looking for more builders, creators, and visionaries to help fuel our growth momentum.\n\nAbout the Job\n\nAt 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.\n\nResponsibilities\n\nIn this role, you will:\n\nDeliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction via emails, calls or chat.\nNavigate customers through compliance, providing expert advice, and resolving issues.\nGuide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions.\nApply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform.\nTwilio 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.\nTake ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores.\nProvide 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.\nContinuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams.\nServe as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.\nYou'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us.\nYou'll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving.\nYou'll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day.\n\nQualifications:\n\nNot all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!\n\nRequired:\n\nFluency in English - written and verbal.\n1 year of experience in handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.\nStrong technical proficiency with experience in common enterprise operating systems, Eg: Windows & macOS.\nManaged and resolved customer escalations with stakeholders as necessary\nProven experience in delivering live support, including phone support, Zoom, or similar platforms.\nLive Phone Support for Account compromise and compliance violations\nResolving Account Suspension Due to Compliance Violations\nA demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences.\nA strong desire to learn new skills, develop expertise, and support others in the field.\nWilling to work from EMEA IST 12:00pm to 9:00pm\nEffective and efficient handling of escalations Eg:\nAccount Verification Delay Escalation\nCampaign Rejection Due to Policy Violation\nDispute Over Account Suspension\nDelayed Onboarding Due to Incomplete Documentation\n\nDesired:\n\nProven 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.\nDemonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation.\nOver 1-3+ years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.\nExperience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports.\nNavigating GDPR Compliance for European Customers and working on DSR requests.\nAssisting with A2P 10DLC Campaign Registration/Rejections\n\nLocation\n\nThis role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)\n\nTwilio thinks big. Do you?\n\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\n\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!\n\nIf this role isn't what you're looking for, please consider other open positions.\n\nTwilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.\n\nTwilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.\n\nTwilio thinks big. Do you?\n\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\n\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.\n\n.\n\nStay alert to recruitment fraud\n\nWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.\n\n.\n\nTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.","datePosted":"2026-08-29T10:06:39.046Z","dateModified":"2026-08-29T10:06:39.046Z","hiringOrganization":{"@type":"Organization","name":"Twilio","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Monterey","addressRegion":"IN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d845db27bba5d64f7d1f730e"},"url":"https://jobsearcher.com/jobs/d845db27bba5d64f7d1f730e"}}