• Provide fast, friendly, and technically sound support via email, chat, and video calls • Diagnose, reproduce, and resolve product issues • Capture and communicate customer feedback • Contribute to our Help Center, FAQs, and internal documentation • Build and maintain a deep understanding of Attio’s functionality • Work closely with colleagues across Support, Product, and Engineering • Partner with customers to understand their goals and workflows

• Diagnose and resolve technical issues, providing timely and accurate customer support. • Work closely with cross-functional teams to enhance product functionality and resolve customer challenges. • Continuously seek to improve your technical skills and knowledge, embracing our culture of learning and personal development. • Uphold high standards of service, striving for excellence in every customer interaction. • Maintain clear, empathetic, and effective communication with customers and team members. • Tackle complex problems with a can-do attitude, demonstrating resilience in the face of challenges.

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. • Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend. • Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems. • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. • Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

• Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction. • Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom). • Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently. • Manage escalated tickets, offering detailed solutions or escalating further when necessary. • Educate customers on product features to help them resolve issues independently when possible. • Develop and update thorough documentation, including troubleshooting guides and knowledge base articles. • Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions. • Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues. • Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they’re addressed. • Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed. • Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary. • Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable. • Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.