Twilio

IT Support Engineer, L2

Twilio

full-time

Posted on:

Location Type: Hybrid

Location: 🇨🇦 Canada

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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

  • Act as an escalation point for the L1 support team, providing advanced problem-solving for 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.
  • 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.
  • Mostly remote role but may require in-office support based on need, potentially 1-3 days a week.

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 Apple and 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.
  • (Desired) Advanced experience with Networking and ZTNA technologies such as Zscaler or GlobalProtect.
  • (Desired) Advanced familiarity with scripting languages (Python, PowerShell, etc.).
  • (Desired) Advanced knowledge of SDLC.
  • (Desired) Any advanced foundation AWS, GCP, or Azure cloud certifications.
  • (Desired) Continued experience working in a SAFe or similar environment.
  • (Desired) Advanced Apple Certified Support Professional or Microsoft equivalent.
  • (Desired) Advanced AI, ML, or Automation-centric certifications across AWS, Google, or Microsoft.
Benefits
  • Competitive pay
  • Generous time off
  • Ample parental leave
  • Wellness leave
  • Healthcare
  • Retirement savings program
  • Remote-first work / flexible remote arrangements
  • Support for volunteering and donation efforts
  • Offerings vary by location

ATS Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
problem-solvingautomation toolsscripting languagesendpoint managementnetworking technologiesSDLCAI conceptsobservability toolingGoogle Admin applicationsadvanced knowledge of Apple and Windows ecosystems
Soft skills
customer servicecritical thinkingmentorshipanalytical mindsetattention to detaildocumentation skillsleadershiprisk managementteam collaborationefficiency improvement
Certifications
Apple Certified Support ProfessionalMicrosoft equivalentAWS cloud certificationGCP cloud certificationAzure cloud certificationAI certificationsML certificationsAutomation-centric certifications
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