Twilio

IT Support Engineer, L2

Twilio

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 CA$60,500 - CA$75,600 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudGoogle Cloud PlatformJamfPythonSDLC

About the role

  • 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.
  • 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.
  • 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.
  • Shepherd Problem Management and Root Cause Analysis for the IT Services team, providing guidance to junior team members.
  • Actively participate in enhancing the ticket platform for improved efficiency.
  • Participate in change management and identify areas of risk for the IT Services team, actively mitigating risks.
  • Identify trends and repeated issues proactively, contributing to ongoing improvements.
  • Conduct onboarding and offboarding while ensuring proper policy and procedure adherence by junior technicians.
  • Remote is mostly remote but may require in-office support or occasional travel to attend company wide events.
  • 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.
  • Handle and resolve any escalations that come from the L1 Support team.
  • Manage and monitor IT services tickets to maintain service levels and quality control.
  • Steward shift left, knowledge identification, and creation.
  • Handle approximately 10-15 issues daily.

Requirements

  • 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 ecosystems and endpoint management such as Jamf or Kandji.
  • Advanced understanding of automation tools and processes.
  • Advanced exposure to native AI products, observability tooling and concepts.
  • Demonstrate advanced problem-solving skills with a focus on finding efficient and automated solutions.
  • Exhibit an analytical mindset to troubleshoot and resolve technical issues.
  • Continued commitment to excellent documentation skills and meticulous attention to detail.
  • Advanced knowledge of automation tools, scripts, and AI concepts.