IT Support Engineer L2

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 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.

• Advanced Familiarity with scripting languages (Python, PowerShell, etc.).

• Advanced Knowledge of SDLC.

• Any Advanced Foundation AWS, GCP, or Azure cloud certifications.

• Continue experience working in a SAFe or similar environment.

• Advanced Apple Certified Support Professional or Microsoft equivalent.

• Advanced AI, ML, or Automation-centric certifications across AWS, Google, or Microsoft.

Location

 This role will be remote, and based in Canada.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

The estimated pay ranges for this role are as follows:

• Based in British Columbia. : CAD $60,500 - CAD $75,600

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. 

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