• 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.

• Cooperate with your line manager to formulate relevant non-sales strategies for the cell separation product line in the European region, promote the implementation of the strategies, and ensure the achievement of relevant work objectives. • Be responsible for the non-sales-oriented commercial promotion and full-process technical support of the immunology cell separation product line in the European region, and solve technical problems related to product application. • Be responsible for the marketing and promotion of the Cell therapy/Reagent product line in the European region, build regional market awareness, and enhance the market exposure and recognition of the products. • Support local commercial teams across Europe on demand; conduct systematic customer mapping & profiling within the territory, identify and categorize target client groups accurately. Cooperate with commercial colleagues to arrange targeted customer visits, deliver professional product presentations, in-depth technical training and on-site application guidance, and enhance customers’ overall understanding recognition and operational proficiency of products. • Provide comprehensive technical support for the company's European regional commercial team and target customers, including product consultation, application Q&A, technical solution output, etc. • Continuously track the market dynamics, industry policies and technological development trends in the European cell therapy and reagent field, systematically collect market information and customer feedback, and provide valuable reference for the company's new product R&D and product optimization. • Investigate new technologies and trends in the field of cell separation and cell therapy in the European region, focus on the characteristics and technical advantages of competitors' products, form research and analysis reports, and provide support for the company's decision-making. • Collaborate with the company's R&D, marketing, commercial and other cross-disciplinary teams to promote the landing, promotion and technical optimization of relevant products in the European region, ensuring efficient and smooth cross-departmental collaboration. • Fulfill other job-related tasks assigned by line manager.

• 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.