• 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.

• Cloud Deployment and Operations Support • Assist customers and internal teams with the deployment and configuration of VisibleThread solutions within their private cloud and secure AWS/Cloud Enclave environments. • Provide Tier 2/3 operational support for cloud-hosted environments, focusing on the underlying infrastructure, including virtual machines (Linux), networking (VPC, security groups, routing), security (WAF) and storage. • Monitor system health, performance, and security posture of deployed instances, performing routine maintenance, patching, and upgrades in coordination with customer schedules. • Utilize Infrastructure As Code tools and scripting to streamline deployment and recurring maintenance tasks. • Customer and Technical Support • Serve as a primary technical point of contact for customer support tickets related to cloud deployment, application access, performance, and security settings. • Provide clear, professional, and compliant guidance to customers on best practices for operating VisibleThread in their secure, CUI-handling environments. • Create and maintain comprehensive technical documentation, knowledge base articles, and runbooks for common deployment scenarios, troubleshooting steps, and security compliance procedures. • Collaborate closely with VisibleThread's Engineering and Customer Success teams to ensure complex issues are resolved quickly and effectively. • Security and Compliance • Ensure all support and deployment activities strictly adhere to security policies and compliance requirements associated with handling CUI data (e.g., access control, encryption standards, logging). • Administer and troubleshoot user access, identity management (e.g., Active Directory/Azure AD integration), and security protocols within the customer's cloud instance. • Assist customers in preparing for compliance audits by providing data and evidence related to the security posture and configuration of the VisibleThread deployment.

• Assist in monitoring and managing the day-to-day operations of our customers’ systems and services, ensuring that events are handled appropriately (working hours Mon-Fri 9-17:00 CET + 17-21:00 as an on-call support, additional on-call support on weekends and bank holidays 9-21:00 CET, extra paid) • Liaise with our development teams to resolve reported issues tracking faults on occurrence, follow through to resolution • Maintain and manage maintenance schedules, including running daily, weekly, monthly and annual maintenance processes • Manage the tracking and escalation of incidents and complete root cause analysis • Contribute to continual service improvement • Work within our support team covering out of hours support for our cloud operations • Coordinate with other teams to handoff build guidance to complete orders where managed service support is request • Coordinate with other services teams where cloud and virtualisation-specific issues are escalated • Advocate for customer needs within Sonalake • Prepare troubleshooting guides for other team members or customers