Technical Support Engineer 1

the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving. You'll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day. Qualifications: Not 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! Required: Fluency in English - written and verbal. 1 year of experience in handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology. Strong technical proficiency with experience in common enterprise operating systems, Eg: Windows & macOS. Managed and resolved customer escalations with stakeholders as necessary Proven experience in delivering live support, including phone support, Zoom, or similar platforms. Live Phone Support for Account compromise and compliance violations Resolving Account Suspension Due to Compliance Violations 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. Willing to work from EMEA IST 12:00pm to 9:00pm Effective and efficient handling of escalations Eg: Account Verification Delay Escalation Campaign Rejection Due to Policy Violation Dispute Over Account Suspension Delayed Onboarding Due to Incomplete Documentation Desired: Proven 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. Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation. Over 1-3+ years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology. Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports. Navigating GDPR Compliance for European Customers and working on DSR requests. Assisting with A2P 10DLC Campaign Registration/Rejections Location This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) Twilio thinks big. Do you? We 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. So, 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 . Twilio 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. Twilio 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 . Twilio thinks big. Do you? We 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. So, 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. . Stay alert to recruitment fraud We 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. . Twilio 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