IT Support Engineer, L2
Twilio
AWSAzureCloudGoogle Cloud PlatformJamfPythonSDLC
IT Support Engineer, Level 2
Twilio
full-time
Posted on:
Location Type: Hybrid
Location: 🇨🇦 Canada
Visit company websiteSalary
💰 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 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.
- Provide mentorship to L1 Technical Support Engineers and take ownership of the ITS knowledge base, updating and creating articles.
- Handle and resolve escalations coming from the L1 Support team.
- Manage and monitor IT services tickets to maintain service levels and quality control; steward shift left and knowledge creation.
- Handle approximately 10-15 issues daily.
- Role is mostly remote 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 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 Familiarity with scripting languages (Python, PowerShell, etc.).
- Advanced Experience with Networking and ZTNA technologies such as Zscaler or GlobalProtect.
- Advanced Knowledge of SDLC.
- 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 (desired).
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- Remote-first work and flexible work arrangements
- Support for volunteering and donations
- Offerings vary by location
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
problem-solvingdocumentationcustomer servicescripting languagesnetworkingautomation toolsSDLCAI productsobservability toolingendpoint management
Soft skills
critical thinkingmentorshipanalytical mindsetattention to detailleadershipcommunicationrisk managementteam collaborationefficiency improvementpolicy adherence
Certifications
Apple Certified Support ProfessionalMicrosoft equivalentAWS cloud certificationGCP cloud certificationAzure cloud certificationAI certificationML certificationAutomation certification
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