Global Security Operations Center Operator

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences th...

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

In this role, you’ll:
Utilize various physical security asset monitoring and surveillance systems to detect potential unauthorized access,  suspicious activity, or other security incidents
Monitor open-source threat intelligence and other internal SaaS tools to maintain situational awareness of persistent or emergency global events with potential or direct impact to operations
Support access control and visitor management processes
Manage security-related calls for service and provide general guidance to employees, vendors, and guests
Maintain awareness of business travelers and personnel accessing Twilio facilities
Partner with local site security teams to escalate and dispatch resources for incident and alarm response
Review travel requests to elevated risk locations, assist travelers through the approval process, and cross-reference live itineraries with external incidents 
Perform the first point of incident intake across a variety of emergencies, including medical emergencies, natural disasters, fire/evacuation, travel disruptions, and security incidents
Assess and triage events and incidents to determine their impact to operations
Dispatch and coordinate response with emergency response personnel 
Communicate effectively on emerging incidents to large audiences to share situational awareness or tactical updates as warranted
Maintain real-time incident documentation for reporting and analysis
Perform Life-Safety checks for Twilio in areas impacted by potentially life-threatening conditions
Participate in post-incident reviews to document and implement corrective action and improvements to future response
Maintain a strong understanding of security and emergency standard operating procedures
Utilize critical thinking and problem solving skills to analyse situations and implement solutions
Support large projects that will improve Twilio’s GSOC capabilities and initiatives 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!
3+ years of experience in a GSOC working environment
Experience with physical safety and security technology, systems (ACS, IDS, VSS, VMS), travel safety, and mass notification tools
Experience with open-source intelligence (OSINT) research tools 
Strong critical thinking and problem-solving skills
Proven ability to follow standard operating procedures and playbooks
Ability to prioritize tasks in a fast-paced environment
Ability to stay calm, professional, and think clearly in high-stress situations
Ability to communicate clearly and concisely; verbal and written
Ability to work ‘non-standard’ shift hours, to overlap as needed with colleagues and stakeholders in other global locations, including weekend and holiday hours
English Language Proficiency
Customer service mindset
Comfortable with a high-tech work environment 
Eager to learn new tools and processes
Ability to work independently and as part of a team
Proficiency in Google Suite
Additional Language Proficiency