Support Engineer L1

Summary

Join Twilio as a Technical Support Engineer L1 and be the first line of defense, resolving technical issues and providing essential support to users. This entry-level role within the End User Computing Support team involves issue resolution, support request triage, and ensuring high customer satisfaction. You will perform hardware/software troubleshooting, manage end-to-end ticket processes, meet individual SLAs and KPIs, and provide empathetic customer support. The position also includes assisting with new hire onboarding, updating the IT Services knowledge base, collaborating with the automation team, and leveraging AI products for problem-solving. You will handle approximately 25 work items daily and support automation, Dev activities, incident management, and process improvement. This role is based in our Dublin office.

Requirements

• 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
• 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
• Documentation skills, contributing to the knowledge base for self-service support
• Proficiency in supporting endpoint security standards and adhering to defined controls
• Strong organizational, time management, and communication skills
• 1-3 years of experience supporting business technologies or equivalent service background with personal technical experience
• Flexibility to travel between office locations as required
• Passion for technology and staying up to date with industry trends
• 1+ years of IT-related engineering experience or equivalent education in a relevant technology field
• Extensive experience with working with Apple & Windows ecosystems
• Experience of Active Directory and profile management
• 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
• Manage end-to-end ticket processes, including escalation, resolution, and closure
• Achieve individual SLA and KPI scorecard targets
• Provide empathetic and patient customer support
• Assist with new hire onboarding and deliver basic training to end-users
• 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
• Support automation, Dev activities, incident management, and process improvement
• Assist with Managing SSL Certs, Patching, PCI Audits, and pre-production deployment/testing

Preferred Qualifications

• Experience with Networking and ZTNA technologies such as Zscaler, Cisco, Appgate, or GlobalProtect
• Any foundation ITIL v4 Certification
• Familiarity with scripting languages (Python, PowerShell, etc.)
• Knowledge of SDLC
• Any Foundation AWS, GCP, or Azure cloud certifications
• Experience working in a SAFe or similar environment
• Apple Certified Support Professional or Microsoft equivalent
• AI, ML, or Automation-centric certifications across AWS, Google, or Microsoft
• Experience working with MDM tools such as JAMF and Kandji

Benefits

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