See yourself at Twilio

Join the team as our next Technical 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 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.

About The Role

As a Technical 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:

• 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.
• Support automation, Dev activities, incident management, and process improvement.
• Assist with Managing SSL Certs, Patching, PCI Audits, and pre-production deployment/testing.

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:

• 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.
• Documentation skills, contributing to the knowledge base for self-service support.
• Proficiency in supporting endpoint security standards and adhering to defined controls.
• Strong organizational, time management, and communication skills.
• 1-3 years of experience supporting business technologies or equivalent service background with personal technical experience.
• Flexibility to travel between office locations as required.
• Passion for technology and staying up to date with industry trends.

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.
• Experience of Active Directory and profile management.
• 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 Zscaler, Cisco, Appgate, 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 Dublin office.  

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.