IT Support Engineer L2

This position involves joining Twilio's End User Computing and Operations team as a Level 2 Technical Support Engineer, to provide essential support to global Twilions. Serving as an escalation point for the L1 support team, the role requires advanced problem-solving skills across diverse software and hardware systems, and handling higher urgency escalations. Responsibilities also include shepherding Problem Management and Root Cause Analysis, enhancing the ticket platform, and participating in change management to mitigate risks. A proactive approach to identifying trends and contributing to improvements is necessary. The role includes onboarding and offboarding tasks, adhering to policy, and possibly requiring occasional travel for company events. Providing mentorship to L1 engineers and taking ownership of the ITS knowledge base are also key. The daily workload involves handling approximately 10-15 issues, maintaining service levels, and focusing on knowledge creation.