twilio Remote - Colombia Full-time 2024-03-19

See yourself at Twilio

Join the team as our next Network Systems Administrator L2

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About The Role:

Join Twilio's End User Computing and Operations team as a Level 2 Network Support Engineer, providing essential support to our global Twilions. As an escalated role from L1, you will be the go-to resource for technical support, ticket triaging, and troubleshooting Twilions' devices and software technologies across various service channels. Your responsibilities encompass Network Monitoring and Troubleshooting and ensuring a high level of customer satisfaction. As a seasoned professional, you actively contribute to improving documentation, building scalable resources, and finding proactive ways to resolve user questions

Responsibilities for L2 Network Support Engineer:

  • Operate and support the global Twilio IT network infrastructure. 
    • Keep track of network assets, including network hardware and software. 
    • Monitor the network performance, availability, utilization, throughput and latency, providing measurable metrics to the IT leadership team. 
    • Procure and provision network circuits based on the network design.
    • Work with network engineers to update network configurations and implement network changes.
    • Identify and resolve network issues.
    • Respond to incidents, engage in network troubleshooting activities to determine root cause and resolve network issues.
  • Learn methods and tools to be used for testing and operating LAN/WAN systems. 
  • Create and maintain documentation for network design, IT network standards and process.
  • Research on systems upgrade and expansion options to mitigate new release vulnerabilities and known issues.
  • Technical Expertise and Escalation:
    • Act as an escalation point for the L1 Network support team, providing advanced problem-solving skills with diverse software and hardware systems.
    • Work on higher urgency and high-priority escalations.
  • Change Management:
    • Participate in change management and identify areas of risk for the IT Services team, actively mitigating risks.
  • Mentorship and Knowledge Sharing:
    • Provide mentorship to L1 Network Engineers & IT Services from both technical and operational standpoints.
    • Take ownership of the Networking knowledge base, updating and creating articles for long-term improvement, policies, and operational workflow.

Privacy Elements (Required):

  • Advanced understanding and application of data protection regulations.
  • Demonstrate an increased commitment to upholding and enforcing privacy standards.
  • Lead the implementation of privacy best practices within application development and support processes.
  • Integration of advanced privacy considerations into daily tasks and workflows.
  • Familiarity with GDPR, CCPA, or other relevant privacy regulations.

Required Technical Skills and Experience:

  • 3+ years of overall IT experience
  • 1+ years of experience with operating campus and/or data center network infrastructure, AWS cloud services and networking
  • 1+ years of network administration experience with Cisco routers and switches and Palo Alto Networks firewalls
  • 1+ years experience with AWS cloud services and networking administration
  • Basic knowledge of IEEE 802 standards and core IETF networking protocols including 802.11 suite, TCP/IP, DNS, DHCP, routing and switching protocols
  • Hands on knowledge of network monitoring
  • Knowledge of network security to implement security policy for compliance
  • Basic skill in Windows, Mac, Linux client networking
  • Experience in troubleshooting network problems at different OSI model layer
  • College degree in computer science or equivalent experience

Desired Skills and Experience:

  • Cisco Certified Network Associate (CCNA) or equivalent
  • Installation, management and troubleshooting of Cisco switches, routers and firewalls
  • Experience in patching and upgrading Cisco switches, routers and firewalls.
  • Setup, management and troubleshooting of VLAN,HSRP,OSPF,BGP.
  • Knowledge of Cisco Layer 3 switches and network technology
  • Good understanding of network protocols including TCP/IP, DHCP, BGP, OSPF/IS-IS and MPLS related technologies.
  • Good understanding of network monitoring protocols and tools, such as SNMP, Sflow/netflow, Telemetry.
  • Familiar with data center network architecture, such as CLOS.
  • Hands-on experience of major network devices, such as Cisco, Arista, Juniper, H3C, Huawei and other mainstream vendors.
  • Self-motivated, good communication and written skills.
  • Team player and participate Bytedance network global on-call rotation.
  • Bachelor's in Computer Science, Information Science, Engineering, Mathematics, or a related field, or experience equivalent to a Bachelor's degree based on three or more years of work experience

Location

This role will be remote, and based in Colombia.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.