See yourself at Twilio
Join the team as Twilio’s next Executive support Engineer L2.
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.
About the job
As the Executive Support Engineer L2, you will be an escalation resource for the support team as it pertains to technical support, ticket triaging, troubleshooting of our Executive’s devices and software technologies using multiple service channels such as Ask the Owl virtual chats, Service Now tickets in person office support and remote support. You will be responsible for day-to-day responsibilities such as specialist onboarding, offboarding, and creating documentation. You will meet our defined SLAs while ensuring a high level of customer satisfaction. When not troubleshooting, or resolving technical problems, you are spending time improving documentation, building scalable resources, and finding ways to more effectively and, when possible, proactively resolve user questions. This role will require the ability to communicate, identify, and guide our customers to the right path if no resolution is available. You will be the escalation point for the L1 team before escalating issues and tasks to the relevant L3 -L4 team to quickly handle executive requests.
Responsibilities
In this role, you’ll:
- Performs problem solving skills with diverse software and hardware systems while being an escalation point for the L1 support team
- Strong at working with higher urgency and high priority escalations.
- Help shepherd Problem Management and Root Cause Analysis from junior IT Services team members.
- Participate in ticket platform enhancements.
- Participate in change management and identify areas of risk for the IT Services team whilst mitigating risk for the team.
- Identify trends and repeated issues proactively.
- Conduct onboarding and offboarding while ensuring proper policy and procedure is being upheld by junior technicians.
- This role is mostly in office support and remote based on need.
- Provide mentorship to L1 Engineers from a technical and operational standpoint.
- Take ownership of the ITS knowledge base and update/create articles for long-term betterments, policies, and operational workflow.
- Must be able to handle and resolve any escalations that come from C Suite and L1 team members.
- Managing and monitoring IT services tickets to maintain service levels and quality control.
- Stewards of shift left & knowledge identification & creation.
- White Glove treatment of approx 5-10 issues daily.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required business competencies:
- Must live and embody Twilio’s values:
- Strong work ethic, integrity and dedication to excellence.
- 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
- Proficiency in supporting endpoint security standards and adhering to defined controls
- Previous experience in providing technical support in an executive support capacity.
- 2-4 years of experience supporting business technologies or equivalent service background with personal technical experience focusing on C Suite operations.
- Passion for technology and staying up to date with industry trends
- Strong customer service and critical thinking skills, utilizing available resources effectively
- Growth mindset and positive attitude, particularly in ambiguous situations
- Documentation skills, contributing to the knowledge base for self-service support
- Experience using a ticketing system, such as ServiceNow
- Incident management type skill set to quickly manage C-Level support needs.
- Strong organizational, time management, and C-suite centric communication skills.
- Flexibility to work in a 24/7 operation and travel between office locations as required
- Humility, willingness to learn and grow from successes and failures
- Adaptability to a fast-paced, changing environment
- Focus on progress rather than perfection
- Transparency, thoughtfulness, and collaboration in business practices
- Willingness to help others and promote a collaborative work environment.
Required Technical skills and experience.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- 2-4 years of experience in the Apple ecosystem
- Apple Certified Support Professional ACSP / ACMT or Microsoft Certified Desktop support (MCDST)
- 2-4 years experience supporting enterprise grade tools (Active Directory, Okta, Slack, Zoom, JAMF, Google Workspace, Atlassian Jira and Confluence, etc.)
- AV and Events support experience, troubleshooting AV equipment/systems like Zoom and Crestron
- Strong knowledge of Windows,MacOS, iOS and Android operating systems
- Proficiency in troubleshooting hardware and software issues, including applications, network connectivity, and peripheral devices.
Desired:
- Basic familiarity with command line tools (example:MacOS terminal or Windows CMD / Powershell)
- Microsoft Endpoint manager, Kandji or similar MDM tooling.
- Asset Management Professional certification or similar.
- Any foundation ITIL v4 Certification
- Any Foundation AWS, GCP or Azure cloud certifications.
- Any foundation CompTIA
- Experience working in a SAFe or similar environment.
Location
This role will be based in our San Francisco office.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% of travel is anticipated to help you connect in-person in a meaningful way.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's 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 you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn't what you're looking for, please consider other open positions.
*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
- Based in the San Francisco Bay area, California: $35-$44
- This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.
