Global Security Operations Center Operator

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

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. .

See yourself at Twilio

Join the team as Twilio’s next Operator, Global Security Operations Center (GSOC).

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, 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., LinkedIn Twitter Glassdoor Indeed Twilio Blog Conference or Event Content (e.g. videos, ads, billboards etc) Other

Please click all that apply Are you legally authorized to work in the United States?* Select… Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)?* Select… Please indicate whether you are either a citizen or resident of any of the following countries: Cuba, Iran, North Korea, Syria or Crimea Region of Ukraine. * Select…

By clicking the “Acknowledge” button, you acknowledge that Twilio processes data in accordance with the Twilio Applicant Privacy Policy. *

Acknowledge

Twilio Applicant Privacy Policy

By checking this box, I confirm I have read, reviewed and understood the guidelines outlined in the Candidate AI Responsible Use Policy. I affirm that all the information and materials I submit throughout my application and candidacy will reflect my own work and experience. *

Acknowledge

Candidate AI Responsible Use Policy

• 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

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., *Please note the salary range information provided applies only to candidates residing in California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State due to local requirements. Compensation for candidates in other locations will be discussed during the hiring process. Please note that hiring for this role is not restricted to the locations listed above.

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.

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., If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A “disabled veteran” is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.

An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.