• maintains, repairs, and troubleshoots desktop hardware and software packages • responsible for customer service and end-user training • performs varied activities and moderately complex administrative/operational/customer support assignments • researches and resolves technical problems of moderate complexity, typically escalated from first line support teams • responds to escalated telephone, email and online requests for technical support • documents, tracks, and monitors the problem using applicable systems and tools

• Support customers’ use of Twilio’s Programmable Messaging product. • Function as the voice of Twilio to customers and partners. • Operate as a subject matter expert for Twilio’s Programmable Messaging API. • Provide friendly, professional customer service, problem-solving, and communication of complex technical issues. • Manage messaging email cases submitted by developers and brands. • Assist customers with troubleshooting message deliverability issues and debug customer code. • Guide customers through the development of their SMS application via phone and chat. • Collaborate with teammates and the Twilio Product and Engineering teams via Slack. • File Jira’s to report reproducible bugs and review internal knowledge base for industry shifts.

• Act as a trusted advisor and strategic partner for customers throughout their lifecycle. • Assist in onboarding new customers by managing implementation and training to ensure early product adoption. • Respond to customer support and training requests in a timely and efficient manner. • Provide clear guidance on best practices for using RTO Pro and offering recommendations to customers on how to best leverage the software. • Document all client interactions and activity using internal systems and tools to ensure full visibility and continuity across teams. • Support and contribute to the customer knowledge base by identifying common customer questions, gaps in documentation, and opportunities for automation or self-service. • Champion product adoption and customer education initiatives to reduce support dependency and drive retention. • Manage customer escalations by coordinating across support, product, and engineering teams to resolve issues quickly and professionally. • Provide feedback to internal teams on product gaps, customer needs, and emerging trends. • Help shape our evolving CS processes, metrics, and customer lifecycle playbooks. • Provide exceptional technical support: distill information from various sources such as Windows Error logs, local software debug logs, and various other forms of information. • Understand how to collect and relay issues to the development team when software defects are suspected.

• Provide technical support and risk identification for serviceability and safety • Create and maintain technical literature and service bulletins • Drive product reliability through Continuous Improvement Process • Collaborate with quality management and engineering teams to improve overall lifecycle costs