Job Description
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 include hardware/software troubleshooting, managing end-to-end ticket processes, achieving SLA and KPI targets, providing customer support, and assisting with new hire onboarding. You'll also contribute to the IT Services knowledge base, collaborate with the automation team, assist users in leveraging AI products, and support various IT activities while adhering to privacy regulations and best practices.
About Twilio
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.