L2 Technical Support Specialist

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 MDM Data Specialist (L2) About the job We are looking for a detail-oriented Data Steward to own the integrity of our enterprise data. In this role, you will be the frontline defender of Data Quality, implementing rigorous monitoring and remediation processes to eliminate silos. You will manage the lifecycle of our master data, ensuring compliance with Data Governance policies while working directly with technical teams to optimize our MDM hubs. If you have a passion for precision and thrive on organizing complex information, you’ll fit right in. Responsibilities In this role, you’ll: * Manage and maintain the "Golden Record" for core data domains (Customer and Product), including resolving data conflicts and duplicates. * Manage data hierarchies, relationships, and cross-system mapping. * Oversee the matching and merging process to improve consolidation of data. * Establish, measure and monitor Data Quality KPIs (Accuracy, Completeness, Timeliness, Consistency) * Perform root-cause analysis on data discrepancies and lead remediation efforts. * Design and implement automated data profiling, validation and cleansing processes. * Support the development of data governance standards, policies, and business rules. * Document data lineage, business glossaries, and data dictionaries. * Facilitate data stewardship activities across business units 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: * 3-5 years of experience in data management, data stewardship, or related roles. * Strong SQL skills for data profiling and analysis. * Strong understanding of Master Data Management concepts and best practices * Experience with data quality tools and methodologies * Familiarity with data visualization tools to report on data quality metrics. * Proficient understanding of data lifecycle management and data modeling concepts. * Excellent communication skills; the ability to explain technical data issues to non-technical stakeholders.  Desired: * Familiarity with MDM platforms (Informatica, Reltio, Stibo, etc.) * Foundation in Data Governance methodologies and foundations * Experience with Cloud Data Warehouses (Snowflake, BigQuery, or Databricks). * Knowledge of industry-specific data standards. Location This role will be remote, and based in India (only in Karnataka, Delhi, Maharashtra,Tamilnadu, Telangana) Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. 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.

GR8_TECH builds B2B iGaming platforms for operators who play to lead. We deliver full-cycle, high-impact tech designed to scale — from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions. With 1000+ GR8 people across locations and time zones, we don’t just ship technology — we help operators build success stories across brands, markets, and geos. Our ambition drives us. Our people make it real. If you’re a challenger in spirit and a champion in action — join us. WHY THIS ROLE EXISTS: This role exists to scale, secure, and automate our user access management infrastructure, ensuring zero-trust integrity at high velocity. You’ll help us protect our core IT ecosystem by eliminating manual access workflows, driving identity governance, and meeting strict operational SLAs. WHAT YOU’LL DRIVE: STRATEGY & OUTCOMES * Enhance information security measures by conducting regular access audits for compliance with PCI DSS and ISO 27001 requirements. * Measure and track operational SLAs, proactively fixing bottlenecks in the request pipeline to ensure high internal customer satisfaction. * Participate in the optimization of operational processes by driving automation. DISCOVERY & DECISIONS * Validate and define role models across corporate systems, continuously identifying and correcting access anomalies or inconsistencies. * Map and translate complex compliance and technical requirements into clean, automated access workflows. * Partner with cross-functional teams to onboard new corporate systems into the centralized Access Flow platform. DELIVERY & EXECUTION * Deploy automation scripts (PowerShell, Bash) to eliminate repetitive data analysis tasks. * Work with large volumes of data and utilize complex formulas within Google Spreadsheet. * Process complex, escalated access tickets swiftly and securely, serving as the ultimate gatekeeper for critical permissions. * Build and update comprehensive internal documentation for procedures, role definitions, and access frameworks. WHAT MAKES YOU A GR8 FIT: Must-have: * 2+ years of hands-on experience in IT Security, IAM, or related technical roles (QA/AQA, IT Operations/Systems Administration, L2/L3 Support with a similar scope of tasks). * Strong technical mastery of enterprise identity tools (e.g., Okta, CyberArk, Active Directory, PAM, and SSO solutions). * Basic scripting skills (Bash, PowerShell, or Python) explicitly used for automating identity workflows or security tasks. * Basic understanding of the requirements of PCI DSS and ISO 27001. * Deep understanding of core access control principles, RBAC structures, and authentication methods. * SLA-driven mindset with a track record of handling high-volume operational tickets without compromising security or accuracy. * Clear communication style—able to translate rigid technical security policies into clear, non-technical steps for internal users. * Fluency in Ukrainian or Russian; Intermediate+ level of English. Nice-to-have: * Familiarity with cloud security concepts and identity governance within AWS, Azure, or GCP. * Experience configuring or troubleshooting custom Access Flow / IAM orchestration platforms. * Relevant industry certifications (e.g., CompTIA Security+, Okta Certified Professional, or Microsoft Identity and Access Administrator). WHY YOU’LL LOVE WORKING HERE:  Benefits Cafeteria — annual budget you allocate to: Sports • Medical • Mental health • Home office • Languages. Work-life & support * Paid maternity/paternity leave + monthly childcare allowance. * 20+ vacation days, unlimited sick leave, emergency time off. * Remote-first + tech support + coworking compensation. * Team events (online/offline/offsite). * Learning culture with internal courses + growth programs. OUR CULTURE & CORE VALUES: GR8_TECH culture is how we win — through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that’s got your back. FUELLED BY TRUST: we’re open, honest, and have each other’s backs. OWN YOUR GAME: we take initiative and own what we do. ACCELER8: we move fast, focus smart, and keep it simple. CHALLENGE ACCEPTED: we grow through challenges and stay curious. BULLETPROOF: we’re resilient, ready, and always have a plan.