Twilio
KYT Operations Specialist 3
Job Summary
This role involves managing and creating rules to detect and prevent messaging fraud, spam, and abuse within Twilio's platform, with a focus on traffic monitoring and security. The specialist will conduct investigations, collaborate with cross-functional teams, and recommend improvements to security measures. The position requires fluency in Portuguese and English, with at least five years of experience in fraud detection or security-related fields. It is a remote role based in Brazil, emphasizing operational support and adherence to messaging policies to ensure platform integrity.
Required Skills
Benefits
Job Description
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.
See yourself at Twilio
Join the team as Twilio’s next KYT Operations Specialist! Working at Twilio is a unique and exciting experience because it places you at the forefront of innovation in the communications industry. With a commitment to customer-centric solutions, Twilio empowers its employees to solve real-world problems and make a tangible impact on businesses globally. The collaborative and dynamic work environment fosters creativity and growth, allowing you to work alongside talented professionals who are passionate about technology and customer success. Additionally, Twilio's dedication to continuous learning and development ensures that you are always equipped with the latest skills and knowledge to excel in your career.
About the job (please apply with an English CV / Resume)
Join Our Mission to Combat Fraud and Spam!
Are you ready to make a significant impact in the world of communications? We're seeking an experienced Know Your Traffic (KYT) Specialist to lead the charge against fraud and spam on Twilio's trusted network. This full-time remote role offers you the chance to be at the forefront of our mission, setting up scalable processes to ensure our platform remains legal and compliant.
In this exciting role you will create and manage rules in our fraud security detection system and own the strategy for those rules, with a particular focus on both local and international traffic. Your experience in SMS and traffic monitoring will enable you to immediately contribute to managing Twilio's traffic effectively.
Collaborate with diverse teams, including Fraud and Compliance Operations, Technical Support, Sales, Engineering, and Product, to develop strategies that combat fraudulent traffic and protect our customers. If you're ready to make a difference and keep unwanted messaging off our platform, we want you on our team! Apply now and be part of the good fight as we grow and innovate!
Responsibilities
In this role, you’ll:
- Be a subject matter expert in messaging fraud, spam, and abuse as well as threat actor behavior.
- Create and manage rules in our fraud security detection system and own the strategy for those rules, especially for Brazil
- Possess extensive experience in SMS and traffic monitoring, enabling you to immediately contribute to managing Twilio's traffic.
- Be capable of recommending updates and improvements to Twilio’s security system to effectively prevent malicious and unwanted messaging from being transmitted through our platform.
- Conduct thorough investigations of suspected fraudulent activities and provide detailed reports on findings to upper leadership as well as external stakeholders.
- Manage escalations at both customer and executive levels both locally and globally.
- Collaborate with customer-facing teams to enhance their ability to respond effectively to customer inquiries.
- Facilitate cross-functional collaboration and recognizes gaps in controls and processes, escalating them to the manager.
- Be required to participate in "On Call" shifts to deliver operational support and ensure coverage.
- Read, interpret, follow, and enforce Messaging Policies and Best Practices to protect and preserve Twilio’s Network.
- Willingness to work a non-traditional schedule; working North America hours, weekends, and rotating holidays will be required
Qualifications
*Required: Business Fluency in both Portuguese and English
- 5+ years of experience in fraud detection, information security, or a related role.
- Demonstrated experience with creating and managing rules in a fraud security detection environment
- Demonstrated experience with traffic filtering, KYC practices, or other onboarding practices. This should include telecom fraud scenarios and anti-fraud practices.
- Strong analytical skills and the ability to interpret complex data sets with little to no direction.
- Excellent communication and collaboration skills.
- Ability to work independently and manage multiple tasks effectively with little to no direction.
- Clear demonstration of pattern recognition skills.
- Time management skills, with the ability to work well under pressure and without constant supervision.
- Ability to conduct “deep dive” investigations independently and with little to no support.
Desired:
- Bachelor's degree in Information Security, Computer Science, or a related field.
- Basic understanding of APIs and related telecommunication technologies in a tech environment.
- Experience using SQL, Looker, Tableau or similar data extraction and data visualization tools.
Location
This role will be remote, based in Brazil
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
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.
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.
Twilio
Connect with customers on their preferred channels—anywhere in the world. Quickly integrate powerful communication APIs to start building solutions for SMS and WhatsApp messaging, voice, and email.
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