Twilio is hiring a
IT Support Engineer L1, Remote - India

Summary

Join Twilio as an IT Support Engineer L1 in Bengaluru, India. Responsibilities include troubleshooting hardware/software issues, managing tickets, providing empathetic customer support, and collaborating with the automation team. Required qualifications include privacy elements, business competencies, required technical skills and experience, and 1-3 years of experience supporting business technologies or equivalent service background.

Requirements

• Privacy Elements (Required): Understanding and adherence to data protection regulations. Proven commitment to upholding privacy standards. Implementation of privacy best practices. Integration of privacy considerations into application development and support processes. Familiarity with GDPR, CCPA, or other relevant privacy regulations
• Required Business Competencies: Must live and embody Twilio’s values. Wear our customer’s shoes and understand their perspective when helping with issues and requests. Customer-centric mindset, understanding, and empathizing with customer perspectives. Excellent communication skills, including written, verbal, and interpersonal abilities. Proficiency in supporting endpoint security standards and adhering to defined controls. 1-3 years of experience supporting business technologies or equivalent service background with personal technical experience. Passion for technology and staying up to date with industry trends. Strong customer service and critical thinking skills, utilizing available resources effectively. Documentation skills, contributing to the knowledge base for self-service support. Experience using a ticketing system, such as ServiceNow. Strong organizational, time management, and communication skills. Flexibility to work in a 24/7 operation and travel between office locations as required. Humility, willingness to learn and grow from successes and failures. Adaptability to a fast-paced, changing environment. Focus on progress rather than perfection. Transparency, thoughtfulness, and collaboration in business practices. Willingness to help others and promote a collaborative work environment
• Required Technical Skills and Experience: 1+ years of IT-related engineering experience or equivalent education in a relevant technology field. Extensive experience with working with Apple, Windows ecosystems. Basic understanding of automation tools and processes. Exposure to native AI products and concepts. Strong problem-solving skills with a focus on finding efficient and automated solutions. Analytical mindset to troubleshoot and resolve technical issues. Excellent documentation skills and meticulous attention to detail. Basic knowledge of automation tools, scripts, and AI concepts

Responsibilities

• Perform hardware/software troubleshooting and resolve user access issues
• Ticket Management: Manage end-to-end ticket processes, including escalation, resolution, and closure
• Provide empathetic and patient customer support
• Assist with new hire onboarding and deliver basic training to end-users
• Contribute to the IT Services knowledge base: Update/create articles to enhance team knowledge and address trending incidents
• Collaborate with the automation team for support and issue resolution: Utilize scripts and automation tools to streamline problem resolution
• Assist end-users in leveraging native AI products for problem-solving
• Handle approximately 25 work items daily
• Monitor servers, process events, and address issues
• Support automation, Dev activities, incident management, and process improvement
• Assist with Managing SSL Certs, Patching, PCI Audits, and pre-production deployment/testing

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program
• Location: This role will be based in our Bengaluru, India office