Support Engineer

• Guide customers and partners through compliance, resolve account issues, and provide expert advice to ensure secure, compliant operations
• Use critical thinking to prevent fraud and ensure account security
• Take ownership of high-impact support tickets and queues, managing them efficiently and adhering to Support SLAs while aiming for high CSAT
• Provide timely and concise updates on significant issues, incidents, and escalated cases; proactively communicate with customers about updates and next steps
• Continuously identify and implement improvements to processes and procedures to enhance customer experience
• Serve as a key communicator and collaborator across Twilio departments to address urgent customer concerns and deliver effective solutions
• Support and mentor others in the field and contribute to internal documentation and process improvements
• May travel occasionally to participate in project or team in-person meetings

Technical Support Expert II – Onboarding and Compliance

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