L2 IT Support Specialist

Join the team as our next L2 IT Support Specialist

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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

This position is needed to join our IT Services team to support our fellow Twilions on a global scale. 

The L2 IT Support Specialist is capable of trouble-shooting and resolving some of the most difficult and complicated IT issues. You will be responsible for being an escalation point within the IT Services Department for technical issues that cannot be resolved by the L1 IT Support Specialists team. You will ensure the L1 IT Support Specialists are adhering to standards in their day-to-day responsibilities (ie. escalation workflow, onboarding, offboarding, knowledge base maintenance, troubleshooting, etc.). You will meet our defined SLAs while ensuring a high level of customer satisfaction. When not troubleshooting, or resolving technical problems, you are mentoring and teaching our L1 IT Support Specialists, ensuring knowledge base quality, identifying trends, and collaborating with specialized teams in Tech Services to solve problems and root causes. 

L2 IT Support Specialists must drive their work to be completely in line with OKR’s and must play a pivotal role in ensuring that all OKR’s are being met with the guidance of the ITS leadership team.

In this role, you’ll:

• Performs complex problem solving and assisting with diverse software and hardware systems can also work and collaborate with the Senior L2 IT support specialist if needed.
• Exceptional at working with higher urgency and high priority escalations.
• 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.
• Be the liaison between specialized Tech Services teams (Infrastructure Engineering, Security, Networking, Vendor Management Operations, etc.)
• Conduct onboarding and offboarding while ensuring proper policy and procedure is being upheld by junior technicians.
• This role is mostly remote but will require in office support based on need.  Potentially 1-3 days a week. Please note that this role can also be fully remote if there is no office presence in the region in which you are located.
• Participate in Technical Project Work on a as needed basis to help improve the overall process and procedures that are already in place.
• Provide mentorship to L1 IT Support Specialists 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 the ITS leadership team by being the End User Escalation POC
• Evidence gathering for audit work and must always look to enhance process and procedures in relation to IT Service audit controls.
• Managing and monitoring IT services tickets to maintain service levels and quality control.
• Stewards of shift left & knowledge identification & creation. 
• Perform L2 activities,including but not limited to Tickets
• Maintain excellent Customer Satisfaction rating on all tickets and ratings

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:

• BS degree in Computer Science, IT, related engineering discipline or equivalent years of experience.
• 5-9 years experience supporting business technologies.
• 5-9 years Experience using a ticketing system to track issues. 
• Must have significant familiarity with command line tools from MacOS terminal or Windows CMD / Powershell.
• Scripting experience is a must but you do not need to be an expert. You simply need to understand how to modify where needed. 
• You love the idea of automation and are constantly pursuing process improvement opportunities.  
• Growth mindset and positive attitude especially in times of ambiguity.
• Passionate about technology. 
• Exceptional  customer service skills.
• Exceptional organizational, time management, and communication skills. 
• 5-9 years experience in a heavy Apple ecosystem.
• Proficient at supporting Windows machines (Preferably Dell) 
• A great communicator whether through written text, verbal language, or interpretive dance 
• Expert troubleshooting skills.
• Must be able to handle Technical project work.
• You are serious about security yet your security philosophy incorporates a positive company culture and gives Twilions enough freedom to get things done.
• Ability to travel between office locations in the region as needed.
• This role is not remote and will require in office support based on your location. Potentially 1-3 days a week.
• Work flexible schedules if needed to facilitate 24/7 operations (AM - PM Work schedule including weekends)
• Some executive support may be required in consultation with IT Leadership and or the Senior specialist on the ITS team
• ITIL Certification
• Comp A+ Certification
• GSuite/Google Workspace Certification

Desired:

• 5-9 years Experience with supporting and administering internal tools (Active Directory, Okta, Slack, Zoom, JAMF, Google Workspace, Atlassian Jira and Confluence, AWS etc.)
• Any certifications in the aforementioned technologies would be a plus.
• Light coding experience is a plus.
• Scripting from scratch and understanding how to bake them into automation or support opportunities.
• GSuite/Google Workspace GAM experience would provide added value to our support team.
• Experience with start-ups and post acquisition support and onboarding.
• 5-9 years Experience using a ticketing system (ServiceNow is a plus!)
• 5-9 years AV Zoom room troubleshooting.
• Can handle tough technical issues with little to no direction. 

Location 

This role will be based in our Bangalore office. 

Approximately 10% travel is anticipated. 

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.

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.