Join the team as Twilio’s next Executive support Engineer L2.
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.
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.
In this role, you’ll:
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:
Required Technical skills and experience.
Desired:
This role will be based in our San Francisco office.
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.
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.
*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:
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.
Applications for this role are intended to be accepted until 09/20/2024 but may change based on business needs
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].