Technical Support Engineer 1

Overview

Technical Support Engineer 1 for Twilio’s Onboarding and Compliance Support team, helping customers operate securely and compliantly.

What you'll do

• Deliver customer service via emails, calls, or chat.
• Advise and resolve compliance issues, including guiding through compliance processes.
• Identify and prevent fraudulent activity to protect user accounts and the platform.
• Handle rotational shifts and take ownership of high-impact support tickets and queues.
• Manage escalations and ensure adherence to Support SLAs while aiming for high CSAT.
• Provide updates on significant issues, incidents, and escalated cases.
• Improve processes and procedures in collaboration with global teams.

What you'll need

• Fluency in English (written and verbal).
• 1 year of experience handling compliance, fraud, or abuse cases.
• Strong technical proficiency with enterprise OSes like Windows and macOS.
• Experience resolving customer escalations with stakeholders.
• Proven live support experience, including phone support and Zoom (or similar).
• Ability to articulate complex issues to technical and non-technical audiences.
• Willingness to work from 12:00pm to 9:00pm in EMEA IST.

Details

• Remote role based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).
• 24/7 support model with weekend and holiday availability as needed.
• Rotational shifts during either the APAC or EMEA time zones.
• May be asked to report in person ad-hoc for team gatherings, off-sites, or customer meetings.