IT Support Engineer L1 - Remote

Overview

As a Technical Support Engineer L1 at Twilio, you will be the first line of defense, responsible for resolving technical issues and providing essential support to our users.

In Short

• Perform hardware/software troubleshooting and resolve user access issues.
• 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.
• Update/create articles to enhance team knowledge and address trending incidents.
• Utilize scripts and automation tools to streamline problem resolution.
• Assist end-users in leveraging native AI products for problem-solving.
• Support automation, Dev activities, incident management, and process improvement.
• Manage SSL Certs, Patching, PCI Audits, and pre-production deployment/testing.

Requirements

• 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.
• Strong problem-solving skills with a focus on finding efficient and automated solutions.
• Excellent communication skills, including written, verbal, and interpersonal abilities.
• Strong organizational, time management, and communication skills.
• Flexibility to travel between office locations as required.
• Passion for technology and staying up to date with industry trends.

Benefits

• Competitive pay.
• Generous time-off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Support for volunteering and donation efforts.