Infosec Customer Trust Analyst, Security Customer Enablement

Twilio; Canada; Remote; CAD 75,000 - 95,000; Full time

Job summary

A leading communications software company seeks an Infosec Customer Trust Analyst to enhance security awareness among sales teams and clients. This remote role focuses on customer engagement regarding cybersecurity and compliance, requiring technical knowledge and strong interpersonal skills. The ideal candidate has a background in security concepts and excels in communication, capable of managing security inquiries with accuracy and integrity.

Benefits

Competitive salary

Generous time-off

Healthcare

Retirement savings program

Qualifications

• 2+ years experience in customer facing technical roles.
• Familiarity with security concepts and technologies.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects and deadlines.

Responsibilities

• Manage security questionnaires and customer queries.
• Collaborate with internal experts for accurate information.
• Identify and communicate security risks.
• Maintain and enhance response repositories.

Skills

Customer engagement

Cybersecurity knowledge

Technical writing

Project management

Attention to detail

Tools

Cloud platforms

Compliance frameworks

Job description

Infosec Customer Trust Analyst, Security Customer Enablement

Remote - Ireland

About Twilio

Twilio is shaping the future of communications from remote locations. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. We are committed to remote-first work and a global, inclusive culture that values diverse experiences and makes work rewarding.

About the job

This position is needed to support security awareness and education for Twilio sales teams and customers. Security Customer Enablement is responsible for maintaining information security for our largest customers. This role requires an understanding of cybersecurity, compliance, technical knowledge, and strong interpersonal skills.

You will partner with Product, Legal and InfoSec teams to be the face of Security/Customer Trust. The Security Analyst will be accountable for answering questionnaires with integrity, reviewing legal documentation, and may represent Twilio Security during technical audits.

Responsibilities

• Independently manage and respond to security questionnaires, customer calls, and more from Twilio’s largest and most regulated customers. This includes review, understanding, and alignment of questionnaire requirements with company policies, practices, and controls.
• Collaborate closely with internal subject matter experts to gather and deliver accurate responses to third-party requests, ensuring alignment with industry standards and regulatory obligations.
• Identify and communicate potential security risks or gaps within questionnaire responses in collaboration with relevant teams.
• Maintain an up-to-date repository of questionnaire responses, reflecting the latest information.
• Contribute to the enhancement of security questionnaire response templates and processes, aiding in their development and refinement. Thrive in an autonomous, fast-paced, collaborative environment, consistently delivering high-quality outputs within set deadlines.
• Cultivate and sustain productive relationships with internal stakeholders, facilitating the collection of accurate security details for Twilio's diverse range of products and services.
• Propose innovative ideas to enhance team and organizational processes and procedures.
• Develop proficiency in comprehending legal language.
• Collaborate closely with the Audit Lead to orchestrate external Twilio Security audits, engaging internal stakeholders effectively.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries and encourages everyone who meets the required qualifications to apply. While having “desired” qualifications makes for a strong candidate, we encourage applicants with alternative experiences to also 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:

• 2+ years experience in customer facing technical roles engaging customers on topics such as security, regulatory requirements, and risk management.
• 2+ years experience with security concepts and technology, including encryption, networking, databases, telephony, email, LDAP, middleware, and applications ideally in a cloud environment; cloud and/or API knowledge. Understanding of frameworks (e.g., SOC, NIST) is a plus.
• Comfort in conveying technical concepts both verbally and in written form to a broad audience.
• Meticulous attention to detail, with expertise in grammar and formatting.
• Excellent time management, organizational, and multitasking skills.
• Ability to collaborate effectively with personnel at all levels within an organization.
• Experience in business writing and/or technical writing.
• Previous involvement in overseeing security questionnaires or analogous compliance-related tasks.
• Knowledge of security or compliance audits and/or assessments.
• Experience reviewing and redlining contracts and legal documents from an InfoSec perspective.
• Certifications such as Security+, SSCP, CISSP, CISA, GSEC, CCSP, CCSK, PMP, CRISC, CFCP, or similar are a plus or willingness to obtain.
• Experience developing technical standards and operational guidelines.
• Experience with common security frameworks and regulatory requirements (e.g., FISC, CCPA, GDPR, PCI, SOC, ISO/IEC 2700X, COBIT, etc.).

Location

This role will be remote, and based in Ireland or the UK.

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

There are many benefits to working at Twilio, including competitive pay, generous time-off, parental and wellness leave, healthcare, a retirement savings program, and more. Offerings vary by location.

Twilio thinks big. Do you?

We solve problems, take initiative, pitch in when needed, and try new things. We seek colleagues who embody our values — Twilio Magic. We also support volunteering and donation efforts.

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 on race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, veteran status, disability status, genetic information, political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories in accordance with applicable laws. Some locations participate in E-Verify as required by law.

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