• Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Manage incoming help requests from end users through a variety of avenues such as: telephone, email, Microsoft Teams as well as Cases via Online CRM. • Be a lead in the diagnostic of utilities to aid in troubleshooting. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Identify appropriate software and hardware used and supported by the organization. • Perform and lead hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Test fixes to ensure problem has been adequately resolved. • Lead post-resolution follow-ups to help requests. • Develop help sheets and knowledge base articles for end users. • Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure. • Willing to provide on-call support coverage for customers.

• 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.