IT Support Engineer L2

About Twilio

Twilio is a leading cloud communications platform that enables developers to build communication capabilities into software. We empower teams to move fast and deliver reliable, scalable communications experiences for customers around the world.

Role: IT Support Engineer L2

We are looking for a proactive IT Support Engineer L2 to join our remote-first team. This role provides level 2 IT infrastructure and end-user support for a distributed workforce, with a focus on remote employees based in British Columbia, Canada.

Location

Remote - British Columbia, Canada

Responsibilities

• Respond to and resolve escalated IT incidents and service requests in a timely manner
• Troubleshoot hardware and software issues on Windows and macOS
• Manage user accounts and access (e.g., Active Directory, VPN, device enrollment)
• Maintain and enrich knowledge base articles; assist with onboarding and offboarding
• Collaborate with security and compliance teams to adhere to company policies
• Provide excellent customer service and clear communication to end users

Requirements

• 2+ years of IT support or helpdesk experience
• Strong troubleshooting and problem-solving skills
• Experience with Windows and macOS environments
• Familiarity with Active Directory, VPN, and basic networking concepts
• Experience with ITSM ticketing systems (e.g., Jira Service Desk, Zendesk)
• Excellent communication skills and ability to work effectively in a remote setup

Nice to Have

• Experience with SCCM or Intune, cloud services, or scripting/automation

Benefits

• Competitive compensation and benefits
• Opportunities for growth and career development
• Flexible, supportive remote work culture

How to Apply

Please apply through the link below:

https://job-boards.greenhouse.io/twilio/jobs/7128213