Senior Executive Support Engineer

1 week ago

San Francisco, California, United States TWILIO Full time

Key Responsibilities

In this position, you will:

  • Utilize problem-solving abilities across various software and hardware platforms while serving as an escalation point for the Level 1 support team.
  • Demonstrate a strong capacity for managing urgent and high-priority escalations.
  • Guide junior IT Services team members in Problem Management and Root Cause Analysis.
  • Engage in enhancements to the ticketing platform.
  • Participate in change management processes and identify potential risks for the IT Services team, implementing mitigation strategies.
  • Proactively identify trends and recurring issues.
  • Oversee onboarding and offboarding processes, ensuring adherence to policies and procedures by junior technicians.
  • Primarily provide in-office support, with remote assistance as needed.
  • Mentor Level 1 Engineers from both a technical and operational perspective.
  • Take charge of the IT Services knowledge base, updating and creating articles for long-term improvements, policies, and operational workflows.
  • Effectively manage and resolve escalations from C-Suite executives and Level 1 team members.
  • Monitor IT services tickets to uphold service levels and quality assurance.
  • Act as stewards of knowledge identification and creation.
  • Provide exceptional support for approximately 5-10 issues daily.

Required Qualifications

While not all candidates will possess skills that match the job description perfectly, Twilio values diverse experiences across various industries and encourages all qualified individuals to apply.

Essential Business Competencies:

  • Embody Twilio's core values.
  • Exhibit a strong work ethic, integrity, and commitment to excellence.
  • Understand customer perspectives and address their issues and requests effectively.
  • Maintain a customer-centric approach, empathizing with client viewpoints.
  • Possess excellent communication skills, both written and verbal.
  • Demonstrate proficiency in supporting endpoint security standards and compliance with established controls.
  • Have prior experience in providing technical support in an executive capacity.
  • Accumulate 2-4 years of experience supporting business technologies or a comparable service background with a focus on C-Suite operations.
  • Show a passion for technology and a commitment to staying informed about industry trends.
  • Exhibit strong customer service and critical thinking abilities, utilizing available resources efficiently.
  • Maintain a growth mindset and a positive attitude, especially in uncertain situations.
  • Contribute to documentation efforts, enhancing the knowledge base for self-service support.
  • Familiarity with ticketing systems, such as ServiceNow.
  • Possess incident management skills to swiftly address C-Level support requirements.
  • Exhibit strong organizational, time management, and communication skills tailored to C-suite interactions.
  • Flexibility to operate in a 24/7 environment and travel as necessary.
  • Display humility and a willingness to learn from both successes and failures.
  • Adapt to a fast-paced, evolving environment.
  • Focus on progress rather than perfection.
  • Promote transparency, thoughtfulness, and collaboration in business practices.
  • Foster a collaborative work environment by helping others.

Required Technical Skills and Experience:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
  • 2-4 years of experience within the Apple ecosystem.
  • Apple Certified Support Professional (ACSP) / Apple Certified Mac Technician (ACMT) or Microsoft Certified Desktop Support Technician (MCDST).
  • 2-4 years of experience supporting enterprise-grade tools (Active Directory, Okta, Slack, Zoom, JAMF, Google Workspace, Atlassian Jira, and Confluence, etc.).
  • Experience in AV and events support, troubleshooting AV equipment and systems such as Zoom and Crestron.
  • Strong knowledge of Windows, MacOS, iOS, and Android operating systems.
  • Proficiency in diagnosing hardware and software issues, including applications, network connectivity, and peripheral devices.

Desired Qualifications:

  • Basic familiarity with command line tools (e.g., MacOS terminal or Windows CMD / Powershell).
  • Experience with Microsoft Endpoint Manager, Kandji, or similar MDM tools.
  • Asset Management Professional certification or equivalent.
  • Any foundational ITIL v4 Certification.
  • Any foundational AWS, GCP, or Azure cloud certifications.
  • Any foundational CompTIA certification.
  • Experience in a SAFe or similar environment.

Location

This role will be based in our San Francisco office.

Travel Requirements

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% of travel is anticipated to facilitate meaningful in-person connections.

Employee Benefits

Twilio offers numerous benefits, including competitive compensation, generous time-off policies, parental and wellness leave, healthcare options, a retirement savings program, and more. Benefits may vary by location.

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