IT Support Engineer L2 - Remote

Overview

Join Twilio as an IT Support Engineer L2, where you will provide essential technical support to our global team, ensuring high levels of customer satisfaction.

In Short

• Act as an escalation point for L1 support, providing advanced problem-solving skills.
• Manage and analyze IT service problems and provide guidance to junior team members.
• Enhance the ticket platform for improved efficiency.
• Participate in change management and risk mitigation.
• Conduct onboarding and offboarding for team members.
• Provide mentorship to junior technicians.
• Handle escalations from the L1 support team.
• Monitor IT services tickets to maintain quality control.
• Handle approximately 10-15 issues daily.
• Contribute to documentation and knowledge base improvements.

Requirements

• 3+ years of IT-related engineering experience or equivalent education.
• Advanced experience with Apple and Windows ecosystems.
• Knowledge of Google Admin applications and endpoint management.
• Strong problem-solving skills and analytical mindset.
• Excellent documentation skills and attention to detail.
• Experience with automation tools and AI concepts.
• Ability to mentor and guide junior staff.
• Commitment to customer service excellence.
• Experience with networking technologies is a plus.
• Familiarity with scripting languages is a plus.

Benefits

• Competitive pay.
• Generous time off.
• Parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Opportunities for professional development.