IT Support Engineer L2

British Columbia, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Communications, BiotechnologyIndustries

Requirements

Candidates must possess 3+ years of IT-related engineering experience or equivalent education in a relevant technology field. Demonstrated enhanced customer service and critical thinking skills, along with advanced experience with Apple and Windows ecosystems, and advanced knowledge of Google Admin applications and Okta/SSO are required. The ability to lead documentation efforts and contribute extensively to the knowledge base for self-service support is also essential.

Responsibilities

The IT Support Engineer L2 will act as an escalation point for the L1 support team, providing advanced problem-solving for diverse software and hardware systems, and handling higher urgency and high-priority escalations. Responsibilities include shepherding Problem Management and Root Cause Analysis, participating in ticket platform enhancement and change management, and proactively identifying trends and repeated issues. The role involves conducting onboarding and offboarding with policy adherence, providing mentorship to L1 engineers, and taking ownership of the ITS knowledge base by updating and creating articles. Additionally, the engineer will manage and monitor IT services tickets to maintain service levels and quality control, and handle approximately 10-15 issues daily, with potential for remote and occasional in-office support.

Skills

Technical Support

Problem-Solving

Troubleshooting

Hardware

Software

Ticket Triage

Root Cause Analysis

Documentation

Customer Satisfaction

Onboarding

Offboarding

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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