Global Security Operations Center Operator

About the Job

Twilio is seeking an Operator for our Global Security Operations Center (GSOC). This position is needed to maintain 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 internal access control systems, external incident aggregators, travel safety applications, and open-source reporting. They serve as the primary contact for physical safety and security inquiries and manage response and communications during incidents.

Responsibilities

Monitoring and Surveillance

• Utilize physical security asset monitoring and surveillance systems to detect unauthorized access, suspicious activity, or other security incidents.
• Monitor open-source threat intelligence and internal SaaS tools to maintain situational awareness of persistent or emergency global events.

Security Operations Support

• Support access control and visitor management processes.
• Manage security-related calls for service and provide guidance to employees, vendors, and guests.
• Maintain awareness of business travelers and personnel accessing facilities.
• Partner with local site security teams to escalate and dispatch resources for incident and alarm response.
• Review travel requests to elevated-risk locations and cross-reference live itineraries with external incidents.

Incident Management

• Act as the first point of intake for emergencies (medical, natural disasters, fire/evacuation, travel disruptions, security incidents).
• Assess and triage events to determine their impact on operations.
• Dispatch and coordinate response with emergency personnel.
• Communicate emerging incident updates to large audiences.
• Maintain real-time incident documentation and participate in post-incident reviews.
• Perform life-safety checks in impacted areas.

Operational Excellence

• Maintain a strong understanding of security and emergency standard operating procedures.
• Utilize critical thinking and problem-solving skills to analyze situations and implement solutions.
• Support projects that enhance Twilio's GSOC capabilities.

Qualifications

Required

• 3+ years of experience in a GSOC working environment.
• Experience with physical safety and security technology (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 remain calm, professional, and clear-headed under high stress.
• Clear and concise written and verbal communication skills.
• Flexibility to work variable 8–10 hour shifts, weekends, holidays, and occasional overtime.
• English language proficiency.

Desired

• Customer service mindset.
• Comfortable in 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.

Location & Travel

• Remote within the US (not eligible for hire in CA, CT, NJ, NY, PA, WA).
• Approximately 10% travel for project or team gatherings.