IT Support Engineer L1

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 remote-first 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.

See yourself at Twilio

Join the team as Twilio’s next IT Support Engineer L1

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

This position is needed to <As an IT Support Engineer L1 at Twilio, you'll be the first line of defense, responsible for resolving technical issues and providing essential support to our users. This role serves as an entry point into the End User Computing Support team, where you will contribute to issue resolution, triage support requests, and ensure high customer satisfaction

Responsibilities

In this role, you’ll:

• Perform hardware/software troubleshooting and resolve user access issues.
• Ticket Management:
• Manage end-to-end ticket processes, including escalation, resolution, and closure.
• Achieve individual SLA and KPI scorecard targets.
• Provide empathetic and patient customer support.
• Assist with new hire onboarding and deliver basic training to end-users.
• Contribute to the IT Services knowledge base:
• Update/create articles to enhance team knowledge and address trending incidents.
• Collaborate with the automation team for support and issue resolution:
• Utilize scripts and automation tools to streamline problem resolution.
• Assist end-users in leveraging native AI products for problem-solving.
• Handle approximately 25 work items daily.
• 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.

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:

Privacy Elements (Required):

• Understanding and adherence to data protection regulations.
• Proven commitment to upholding privacy standards.
• Implementation of privacy best practices.
• Integration of privacy considerations into application development and support processes.
• Familiarity with GDPR, CCPA, or other relevant privacy regulations.

Required Business Competencies:

• Must live and embody Twilio’s values.
• 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.
• 1-3 years of experience supporting business technologies or equivalent service background with personal technical experience.
• 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.
• Strong organizational, time management, and 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:

• 1+ years of IT-related engineering experience or equivalent education in a relevant technology field.
• Extensive experience with working with Apple, Windows ecosystems.
• Basic understanding of automation tools and processes.
• Exposure to native AI products and concepts.
• Strong problem-solving skills with a focus on finding efficient and automated solutions.
• Analytical mindset to troubleshoot and resolve technical issues.
• Excellent documentation skills and meticulous attention to detail.
• Basic knowledge of automation tools, scripts, and AI concepts.

Desired:

• Experience with Networking and ZTNA technologies such as Cisco, ZScaler, or GlobalProtect.
• Any foundation ITIL v4 Certification.
• Familiarity with scripting languages (Python, PowerShell, etc.).
• Knowledge of SDLC.
• Any Foundation AWS, GCP, or Azure cloud certifications.
• Experience working in a SAFe or similar environment.
• Apple Certified Support Professional or Microsoft equivalent.
• AI, ML, or Automation-centric certifications across AWS, Google, or Microsoft.
• Experience working with MDM tools such as JAMF and Kandji.

 Location

 This role will be based in our Bengaluru, India, office.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately <XX%> travel is anticipated to help you connect in-person in a meaningful way. 

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.

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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.