Executive Support Engineer

See yourself at Twilio

Join the team as our next Executive support Engineer L2

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 IT chats, Service Now tickets in person office support or 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:

• Perform problem solving skills with diverse software and hardware systems while being an escalation point for the L1 support team
• Work 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.
• 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.
• 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.
• Steward shift left & knowledge identification & creation.
• White Glove treatment of approx 5-10 issues daily.
• This role will require in office support based on need. Potentially 1-3 days a week.

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 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:

• 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.
• Strong work ethic, integrity and dedication to excellence.
• Understanding customer's 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
• This role will require in office support based on need. Potentially 1-3 days a week
• 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.

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, California office.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% 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.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated hourly rates for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $31.06 - $38.80
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $32.89 - $41.11
• Based in the San Francisco Bay area, California: $36.50 - $45.63
• This role may be eligible to participate in Twilio's corporate bonus plan. All roles are generally 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.

Application deadline information

Applications for this role are intended to be accepted until July 11 2025, but may change based on business needs.