Network System Administrator 1

Twilio Inc.

Job Overview

Location

Remote - India

Job Type

Full-time

Full Job Description

📋 Description

• As a Network System Administrator L1 at Twilio, you will serve as the first line of defense for the company’s global IT network infrastructure, ensuring reliable connectivity and high availability for internal teams and services that power communications for hundreds of thousands of businesses worldwide. Your role is critical in maintaining the backbone of Twilio’s operations, directly supporting the company’s mission to revolutionize how the world interacts through seamless, secure, and scalable network performance.
• Day to day, you will operate and support the global Twilio IT network infrastructure by monitoring network performance, availability, utilization, throughput, and latency, providing measurable metrics to IT leadership; procure and provision network circuits based on network design; collaborate with network engineers to update configurations and implement changes; identify and resolve network issues through troubleshooting activities to determine root cause; respond to incidents, manage end-to-end ticket processes including escalation, resolution, and closure; achieve individual SLA and KPI scorecard targets; perform hardware/software troubleshooting and resolve user access issues; maintain up-to-date documentation for configuration changes, troubleshooting runbooks, and Zscaler policies; troubleshoot Zscaler issues on endpoints, proxy issues, and traffic steering problems; perform troubleshooting on routers, switches, and firewalls; monitor servers, process events, and address issues; assist end-users in leveraging native AI products for problem-solving; collaborate with the automation team to utilize scripts and automation tools to streamline problem resolution; contribute to the IT Services knowledge base by updating or creating articles to enhance team knowledge and address trending incidents; research systems upgrade and expansion options to mitigate new release vulnerabilities and known issues; and support automation, incident management, and process improvement initiatives.
• You will be part of Twilio’s global IT team, a remote-first, inclusive, and innovative group dedicated to maintaining the reliability and security of the infrastructure that enables Twilio’s communications platform to serve millions of developers and businesses worldwide. The team operates with a strong culture of connection, collaboration, and continuous improvement, embracing Agile frameworks and valuing transparency, thoughtfulness, and a growth mindset in a fast-paced, evolving technological landscape.
• In this role, you will deepen your expertise in enterprise networking technologies, including Cisco, Juniper, Palo Alto, and Zscaler systems, while gaining hands-on experience with automation tools, AI-assisted support, and cloud networking concepts. You will develop strong incident management, documentation, and customer support skills, positioning yourself for growth into higher-tier network administration, engineering, or IT operations roles within Twilio’s global technology organization.

🎯 Requirements

• Bachelor’s in Engineering or a related technical field, or equivalent experience (three or more years of relevant work experience)
• Cisco Certified Network Associate (CCNA) or equivalent certification
• Hands-on experience installing, managing, and troubleshooting Cisco switches, routers, firewalls, and Palo Alto Networks firewalls
• Proficiency in troubleshooting network problems across OSI model layers, including VLAN, HSRP, OSPF, BGP, and MPLS technologies
• Experience working with Zscaler or similar security solutions and understanding of IPv4/IPv6 co-existence technologies
• Familiarity with network monitoring tools (SNMP, sFlow/NetFlow, telemetry) and basic knowledge of public cloud architectures (AWS, GCP, Azure)
• Experience using ticketing systems such as ServiceNow
• Strong problem-solving, analytical, and communication skills with a customer-centric mindset
• Ability to work in a 24/7 operation, participate in global on-call rotation, and adapt to a fast-paced, changing environment
• Commitment to Twilio’s values, including humility, transparency, collaboration, and a growth mindset
• Understanding and adherence to data protection regulations (GDPR, CCPA) and privacy best practices

🏖️ Benefits

• Competitive pay and comprehensive healthcare coverage
• Generous time-off policies and ample parental and wellness leave
• Retirement savings program and financial wellness resources
• Opportunities to engage in volunteering and donation efforts supported by Twilio.org Impact Fund
• Remote-first work flexibility with the ability to work from anywhere in India
• Access to learning and development resources to grow technical and professional skills
• Inclusive, collaborative culture that values diverse perspectives and innovation
• Exposure to cutting-edge technologies including AI, automation, and cloud networking

Skills & Technologies

AWS

Azure

GCP

Remote

Degree Required

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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