Technical Support Expert 2 - Onboarding Compliance Support - Remote

Overview

As a Technical Support Expert 2 at Twilio, you will play a crucial role in ensuring customer success by providing onboarding and compliance support, safeguarding communication integrity, and enhancing customer experiences.

In Short

• Join a remote-first team committed to customer success.
• Handle high-impact support tickets and ensure adherence to SLAs.
• Communicate effectively with customers about compliance processes.
• Work collaboratively with global teams to improve customer service.
• Contribute to the safety and trust customers place in Twilio.
• Provide expert advice and resolve account suspensions.
• Adapt to a dynamic, fast-paced environment.
• Fluency in English and Spanish is required.
• Experience in technical support and compliance is essential.
• Availability to work weekends and holidays as needed.

Requirements

• Fluency in English & Spanish.
• Solid technical skills - experience in common enterprise OSs.
• Experience providing live support via phone or video.
• Knowledge of SQL tools and data analysis.
• Customer-focused with strong communication skills.
• Ability to handle escalations effectively.
• Eagerness to learn and support others.
• Experience in compliance, fraud, or abuse space is a plus.
• Basic scripting knowledge (JS, PHP) is desirable.
• Proven time management and organizational skills.

Benefits

• Competitive pay and generous time off.
• Ample parental and wellness leave.
• Healthcare and retirement savings programs.
• Support for volunteering and community impact efforts.
• Opportunities for professional growth and skill development.