IT Support Engineer L2

Summary

Join Twilio's End User Computing and Operations team as a Level 2 Technical Support Engineer, providing essential support to global employees. As an escalated role from L1, you will be the go-to resource for technical support, ticket triaging, and troubleshooting employee devices and software technologies. Responsibilities include onboarding, offboarding, documentation creation, and ensuring high customer satisfaction. You will actively contribute to improving documentation, building scalable resources, and proactively resolving user questions. This role is primarily remote but may require occasional in-office support or travel. Mentorship of L1 engineers and ownership of the knowledge base are also key aspects of this position.

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

Responsibilities

• 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
• This role 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

Preferred Qualifications

• 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

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program