IT Support Engineer L2

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.

See Yourself at Twilio

Join the team as Twilio’s next IT Support Engineer L2.

About the Job

This position is needed to Join Twilio's End User Computing and Operations team as a Level 2 Technical Support Engineer, providing essential support to our global Twilions. As an escalated role from L1, you will be the go-to resource for technical support, ticket triaging, and troubleshooting Twilions' devices and software technologies across various service channels. Your responsibilities encompass onboarding, offboarding, documentation creation, and ensuring a high level of customer satisfaction. As a seasoned professional, you actively contribute to improving documentation, building scalable resources, and finding proactive ways to resolve user questions.

Responsibilities

In this role, you’ll:

Technical Expertise and Escalation

• Act as an escalation point for the L1 support team, providing advanced problem-solving skills with diverse software and hardware systems.
• Work on higher urgency and high-priority escalations.

Problem Management and Analysis

• Shepherd Problem Management and Root Cause Analysis for the IT Services team, providing guidance to junior team members.

Ticket Platform Enhancement

• Actively participate in enhancing the ticket platform for improved efficiency.

Change Management

• Participate in change management and identify areas of risk for the IT Services team, actively mitigating risks.

Proactive Issue Identification

• Identify trends and repeated issues proactively, contributing to ongoing improvements.

Onboarding and Offboarding

• Conduct onboarding and offboarding while ensuring proper policy and procedure adherence by junior technicians.

Remote and In-Office Support

• This role is mostly remote but may require in-office support or occasional travel to attend company wide events.

Mentorship and Knowledge Sharing

• Provide mentorship to L1 Technical Support Engineers from both technical and operational standpoints.
• Take ownership of the ITS knowledge base, updating and creating articles for long-term improvement, policies, and operational workflow.

Issue Resolution and Escalation Handling

• Handle and resolve any escalations that come from the L1 Support team.

Monitoring and Quality Control

• Manage and monitor IT services tickets to maintain service levels and quality control.
• Steward shift left, knowledge identification, and creation.

Daily Workload

• Handle approximately 10-15 issues daily.

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:

Required Technical Skills and Experience

• Demonstrate enhanced customer service and critical thinking skills, utilizing available resources effectively.
• Lead documentation efforts, contributing extensively to the knowledge base for self-service support.
• 3+ years of IT-related engineering experience or equivalent education in a relevant technology field.
• Advanced experience with working with Apple, Windows ecosystems.
• Advanced knowledge of Google Admin applications, Okta/SSO eco