IT Support Engineer L2
Offer summary
Qualifications:
At least 3 years of IT-related engineering experience or relevant education., Advanced knowledge of Apple and Windows ecosystems., Proficiency with Google Admin, Okta/SSO, and endpoint management tools like Jamf or Kandji., Strong problem-solving skills with a focus on automation and troubleshooting..Key responsibilities:
- Provide escalated technical support and troubleshoot hardware and software issues.
- Lead problem management and root cause analysis for IT services.
- Contribute to improving the support ticket platform and documentation.
- Mentor junior support engineers and handle escalations from L1 support.
Job description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remotefirst work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
Join the team as Twilio’s next IT Support Engineer L2
- Technical Expertise and Escalation:
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- Act as an escalation point for the L1 support team, providing advanced problemsolving skills with diverse software and hardware systems.
- Work on higher urgency and highpriority escalations.
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- Problem Management and Analysis:
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- Shepherd Problem Management and Root Cause Analysis for the IT Services team, providing guidance to junior team members.
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- Ticket Platform Enhancement:
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- Actively participate in enhancing the ticket platform for improved efficiency.
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- Change Management:
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- Participate in change management and identify areas of risk for the IT Services team, actively mitigating risks.
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- Proactive Issue Identification:
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- Identify trends and repeated issues proactively, contributing to ongoing improvements.
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- Onboarding and Offboarding:
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- Conduct onboarding and offboarding while ensuring proper policy and procedure adherence by junior technicians.
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- Remote and InOffice Support:
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- This role is mostly remote but may require inoffice support or occasional travel to attend company wide events
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- Mentorship and Knowledge Sharing:
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- 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 longterm improvement, policies, and operational workflow.
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- Issue Resolution and Escalation Handling:
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- Handle and resolve any escalations that come from the L1 Support team.
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- Monitoring and Quality Control:
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- Manage and monitor IT services tickets to maintain service levels and quality control.
- Steward shift left, knowledge identification, and creation.
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- Daily Workload:
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- Handle approximately 1015 issues daily.
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- Demonstrate enhanced customer service and critical thinking skills, utilizing available resources effectively.
- Lead documentation efforts, contributing extensively to the knowledge base for selfservice support.
- 3+ years of ITrelated engineering experience or equivalent education in a relevant technology field.
- Advanced experience with working with Apple, Windows ecosystems.
- Advanced knowledge of Google Admin applications, OktaSSO 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 problemsolving 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.
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- 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 Automationcentric certifications across AWS, Google, or Microsoft.
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- Based in British Columbia. : CAD $60,500 CAD $75,600
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The successful candidate’s starting salary will be determined based on permissible, nondiscriminatory factors such as skills, experience, and geographic location.
#LIREMOTE
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions.
Location
This role will be remote, and based in Canada.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team inperson meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
The estimated pay ranges for this role are as follows:
Desired:
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
Required Technical Skills and Experience:
Required profile
Experience
Other Skills
- Customer Service
- Problem Solving
- Google Applications
- Critical Thinking
- Microsoft Software
- Analytical Thinking
- Detail Oriented
- Mentorship
- Quality Control
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