Senior Executive Support Engineer

2 weeks 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.
  • Exhibit a strong capacity for addressing 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.
  • Contribute to change management processes and identify potential risks for the IT Services team, implementing strategies to mitigate those risks.
  • Proactively recognize trends and recurring issues.
  • Oversee onboarding and offboarding processes, ensuring adherence to established policies and procedures by junior technicians.
  • Primarily provide in-office support, with remote assistance as necessary.
  • Mentor Level 1 Engineers from both a technical and operational perspective.
  • Take responsibility for the ITS 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.
  • Promote a shift-left approach and foster knowledge identification and creation.
  • Deliver exceptional support for approximately 5-10 issues daily.

Required Qualifications

While not all candidates will possess skills that align perfectly with the job description, Twilio values diverse experiences from various industries and encourages all qualified individuals to apply. Even if your background is non-traditional, we welcome you to consider this opportunity.

Essential Business Competencies:

  • Embody Twilio's core values.
  • Demonstrate a strong work ethic, integrity, and commitment to excellence.
  • Understand customer perspectives and approach issues with empathy.
  • Exhibit excellent communication skills, both written and verbal.
  • Ensure compliance with endpoint security standards and controls.
  • Have prior experience in providing technical support in an executive capacity.
  • Possess 2-4 years of experience supporting business technologies or a similar service background focused on C Suite operations.
  • Show a passion for technology and a commitment to staying current with industry trends.
  • Exhibit strong customer service and critical thinking skills.
  • Maintain a growth mindset and a positive attitude, especially in challenging situations.
  • Contribute to the knowledge base for self-service support through effective documentation.
  • Experience with ticketing systems, such as ServiceNow.
  • Have incident management skills to address C-Level support needs promptly.
  • Display strong organizational and time management skills, particularly in communication with C-suite executives.
  • Be flexible to work in a 24/7 operational environment and travel as necessary.
  • Show humility and a willingness to learn from both successes and failures.
  • Adapt to a fast-paced and evolving environment.
  • Focus on progress over perfection.
  • Foster transparency, thoughtfulness, and collaboration in business practices.
  • Be willing to assist others and promote a collaborative workplace culture.

Required Technical Skills and Experience:

  • Hold a Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • Have 2-4 years of experience within the Apple ecosystem.
  • Possess Apple Certified Support Professional (ACSP) / Apple Certified Mac Technician (ACMT) or Microsoft Certified Desktop Support Technician (MCDST) certifications.
  • Have 2-4 years of experience supporting enterprise-grade tools (e.g., Active Directory, Okta, Slack, Zoom, JAMF, Google Workspace, Atlassian Jira, and Confluence).
  • Experience in AV and Events support, troubleshooting AV equipment and systems like Zoom and Crestron.
  • Strong knowledge of Windows, MacOS, iOS, and Android operating systems.
  • Proficient in troubleshooting 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.

What We Offer

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

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