Technical Support Engineer (Spanish and English Speaking)

See yourself at Twilio

 Join the team as our next Technical Support Expert on Twilio.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

This position is needed to ensure that our customers' success is championed and protected. At the Onboarding and Compliance Support team, we don't just combat bad actors; we act as the shield guarding the realms of communication. Your role will be pivotal in ensuring our customers operate in a secure and compliant environment, free from external threats.

Your Role:

• Deliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction.
• Navigate customers through compliance, providing expert advice, and resolving issues.
• Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions.
• Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform.
• Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is required.

Responsibilities

In this role, you’ll:

• Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while striving for high CSAT scores.
• Provide timely and concise updates on significant issues, incidents, and escalated cases, proactively communicating with customers to offer updates and next steps.
• Continuously identify and implement improvements to processes and procedures, enhancing customer experience and service excellence in collaboration with global Onboarding and Compliance teams.
• Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.

Why You'll Excel:

• You'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us.
• You'll have 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 and Spanish.
• Strong technical proficiency with experience in common enterprise operating systems.
• Proven experience in delivering live support, including phone support, Zoom, or similar platforms.
• Proficiency in using knowledge database tools and industry-standard applications for searching databases, creating custom queries, and generating reports—such as Splunk, DataDog, and SQL tools.
• 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.
• Effective and efficient handling of escalations.

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.
• Basic scripting knowledge (e.g., JavaScript, PHP) and familiarity with markup languages (e.g., HTML, XML).
• Over 2 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.
• Proficiency in using industry tools for database searches, creating custom queries, and generating reports—such as Splunk, DataDog, and SQL tools.

Location

This role will be remote or based in our Estonia office.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

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.