Global Security Operations Center Operator

Who we are

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 that make work feel truly rewarding. Your career at Twilio is in your hands.

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

.

See yourself at Twilio

Join the team as Twilio’s next Operator, Global Security Operations Center (GSOC) who will play a critical role in informing our overall security posture to enable a safe working environment.  As a member of the Corporate Safety & Security team, you’ll utilize best-in-class technology to identify potential business disruptions as early as possible and streamline critical emergency response and notification to minimize impact to our people, assets, operations, or brand reputation.

About The Job

This position is needed to maintain a broad situational awareness over internal and external physical events that could impact employee safety or pose a threat to business assets or operations across Twilio’s global footprint. GSOC Operators monitor a variety of data sources including internal access control systems, external incident aggregators, travel safety applications, and general open source reporting materials. GSOC Operators serve as the primary contact for employees with physical safety and security questions or concerns. When an incident occurs, the GSOC Operator may dispatch security resources, escalate to crisis management teams, send broad communications to Twilio employees, or execute a mass notification to account for employee safety.

Responsibilities

In this role, you’ll:

Monitoring and Surveillance

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

Security Operations Support

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

Incident Management

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

Operational Excellence

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

Qualifications

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!

*required

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

Desired

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

Shift Details

Variable (8–10-hour shifts)

Must be flexible to work holidays, weekends, and occasional overtime.

Location

This Role Will Be Remote, But Is Not Eligible To Be Hired In Ca, Ct, Nj, Ny, Pa, Wa.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you participate in project or team in-person meetings to help you connect in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The Estimated Pay Ranges For This Role Are As Follows

Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $26.27 - $32.84

Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $27.77 - $34.71

Based in the San Francisco Bay area, California: $30.85 - $38.56

This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Applications for this role are intended to be accepted until November 15 but may change based on business needs.

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.

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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.