Global Security Operations Center Operator

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

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

Shift Details: Variable (8–10-hour shifts)

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.

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.