IT Support Engineer L1 - Remote

Overview

As an IT 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.
• 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.

Requirements

• 1-3 years of experience supporting business technologies or equivalent service background.
• Extensive experience with working with Apple, Windows ecosystems.
• Basic understanding of automation tools and processes.
• Familiarity with GDPR, CCPA, or other relevant privacy regulations.
• Excellent communication skills, including written, verbal, and interpersonal abilities.
• Strong customer service and critical thinking skills.
• Experience using a ticketing system, such as ServiceNow.
• Flexibility to work in a 24/7 operation and travel between office locations as required.

Benefits

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