IT Support Engineer L1

India

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Communications, BiotechnologyIndustries

Requirements

Candidates must demonstrate an understanding and adherence to data protection regulations, with a proven commitment to upholding privacy standards and implementing best practices. Familiarity with GDPR, CCPA, or other relevant privacy regulations is required. A customer-centric mindset, excellent communication skills (written, verbal, and interpersonal), and proficiency in supporting endpoint security standards are essential. Candidates must also live and embody Twilio's values and understand customer perspectives when addressing issues and requests.

Responsibilities

The IT Support Engineer L1 will perform hardware/software troubleshooting and resolve user access issues, managing end-to-end ticket processes to meet SLA and KPI targets. They will provide empathetic customer support, assist with new hire onboarding and basic end-user training, and contribute to the IT Services knowledge base by updating or creating articles. This role involves collaborating with the automation team, utilizing scripts and automation tools for problem resolution, and assisting end-users with native AI products. The engineer will handle approximately 25 work items daily, monitor servers, process events, address issues, support automation and Dev activities, manage incident management, and assist with SSL certificates, patching, PCI audits, and pre-production deployment/testing.

Skills

Hardware Troubleshooting

Software Troubleshooting

User Access Issues

Ticket Management

Customer Support

SLA Management

KPI Management

Twilio

Cloud communications platform for developers

About Twilio

Twilio provides a cloud communications platform that enables developers to add various communication features like voice, messaging, video, and email to their applications. By using Twilio's APIs, developers can easily integrate these functionalities into their software, allowing for seamless communication with users. What sets Twilio apart from its competitors is its flexible pay-as-you-go pricing model, which charges clients based on their actual usage, making it suitable for businesses of all sizes, from startups to large enterprises. The company's goal is to empower businesses across different industries, such as healthcare, finance, retail, and education, to enhance their communication strategies and improve customer engagement.

San Francisco, CaliforniaHeadquarters

2008Year Founded

$243.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

5,001-10,000Employees

Benefits

Vacation: Twilio offers generous annual time off in all countries for you to enjoy.

Healthcare: We are dedicated to helping our employees live longer and healthier lives through comprehensive health programs.

Retirement: Twilio cares about your retirement! We offer programs to help our employees plan for their retirement needs.

Family leave: At Twilio we recognize the importance of family. We offer generous maternity, paternity, and adoption leaves, as well as family medical care leave.

Earn your stripes: Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e‑books for continued learning and education.

Catered meals: We provide a variety of snacks, drinks, and catered meals in each of our locations.

Risks

End-of-life for Programmable Video tool may lead to customer dissatisfaction.

Layoffs of 295 workers could decrease morale and affect service quality.

Engagement with Qatalyst Partners suggests potential internal conflicts and strategic shifts.

Differentiation

Twilio integrates voice, video, messaging, and email into applications, enhancing communication capabilities.

The pay-as-you-go pricing model offers flexibility and scalability for businesses of all sizes.

Twilio's APIs enable developers to build and scale communication solutions efficiently.

Upsides

Acquisition of SendGrid enhances Twilio's email API offerings, boosting market share.

Collaboration with Jack Henry strengthens Twilio's presence in the financial services sector.

Partnership with CareNote expands Twilio's reach into specialized markets like pastoral care.

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