Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2. About the job This position is needed to resolve technical issues for customers, ensure timely responses to support tickets, and maintain high standards of customer satisfaction. As a Technical Support Engineer, you'll have the opportunity to grow your technical skills, tackle new challenges each day, and directly impact both customer experience and the efficiency of our support team. You will work in a high-volume environment, where your problem-solving abilities and collaborative spirit will play a vital role in reducing ticket backlogs and upholding our service level agreements. Responsibilities In this role, you’ll: - Troubleshoot and resolve technical issues for Twilio customers via support tickets. - Manage high ticket volumes to ensure timely responses and resolution within SLAs. - Escalate complex incidents to internal teams and collaborate on solutions. - Document troubleshooting steps and customer interactions accurately. - Partner cross-functionally to improve support processes and customer outcomes. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: - 2+ years of experience in a technical support environment. - Schedule: ability to work non-standard, on-call rotation weekend and holiday hours. - Experience with troubleshooting customer issues. - Proficient in ticket management, customer service, and documentation. - Strong problem-solving skills and technical aptitude. - Familiarity with APIs, data analysis tools, Zendesk, and Jira. - Demonstrated ability to manage competing priorities in a high-volume environment. - Effective cross-functional collaboration skills. - Excellent written and verbal communication skills. Desired: - Experience supporting communications platforms or SaaS products. - Experience in a rapidly growing or high-change environment. - Previous remote or distributed team experience. - Experience with Looker, Zuora, ServiceNow, and payment processor tools. - Multilingual abilities. Location This role will be remote, and based in Ireland. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Dot Compliance is a leading provider of cloud-based Quality and Compliance management solutions for the life sciences industry. Our SaaS solutions leverage the world’s most innovative cloud technology provider, Salesforce.com. As a young and innovative software company, we aim to dramatically transform how pharma, biotech, and medical device companies manage their quality and compliance processes. We are seeking a Customer Support Engineer to join our North America Customer Support Team in a fully Remote environment. In this pivotal role, you will drive customer satisfaction and support our internal teams as they leverage Dot Compliance to transform their day-to-day quality and compliance operations. You will act as the primary point of contact for customers, guiding them through our solutions and ensuring efficient management of their quality and compliance processes. To excel in this position, you must rapidly acquire a deep understanding of our products and our customers’ needs. You will apply this expertise to provide timely and high-quality support for our customers. Your primary responsibilities include addressing inbound product inquiries and resolving issues for our global customer base. You will empower customers by overseeing hundreds of interactions through portal, email, and phone channels. Collaborating with internal teams such as Professional Services, Customer Success, and DevOps will be essential as you champion and escalate customer issues. If you are passionate about quality and compliance and ready to roll up your sleeves to solve customer problems, this is the role for you Requirements - 2-3 years of experience in a technical B2B support role in the software as a service (SaaS) industry. - Experience with Salesforce, quality management, or compliance is a plus. - Demonstrated strong technical aptitude and problem-solving skills, coupled with a commitment to mastering new technologies and systems and the capacity to think critically under pressure. - Experience working with Salesforce Administration. - Exhibit excellent communication skills, both verbal and written. You can swiftly evaluate a customer’s question or concern and deliver impactful responses and solutions. - Participate in an on-call rotation, including weekends and holidays, as needed. - Deliver strong organizational and time management skills, with the capability to balance competing requests and prioritize effectively. - Exemplify empathy and diplomacy. You consistently prioritize customers and can navigate challenging requests, establish appropriate expectations, and implement effective corrective actions. - Function autonomously and proactively. You are a remarkable self-starter who thrives both independently and collaboratively in a rapidly changing environment. - Embrace curiosity, innovation, and tenacity. You champion customer needs, willing to roll up your sleeves to resolve their problems. A+ if you meet these requirements null

• Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance. • Resolving customer issues surfaced through zendesk tickets and for certain customers jumping on live zoom calls to work through open issues. • Serve as the primary escalation point for SSO and SCIM issues raised by enterprise customers through Customer Success and Support • Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and Scribe's backend • Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reach resolution • Schedule and lead live troubleshooting sessions during US business hours for complex or high-priority issues • Partner closely with the WorkOS team to route, escalate, and resolve issues that require vendor involvement • Partner closely with Scribe CS and Support teams to gather context and coordinate customer communication • Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks that enable the broader CS team to handle L1/L2 issues independently • Identify recurring failure patterns and translate them into actionable product feedback for Engineering

Compensation Details: $75000 - $90000 per year Job Description: POSITION SUMMARY: Describe the primary function of the position (what the position must accomplish) and the major objective (why that function is performed) in one or two sentences. The Software Support Analyst will play a crucial role in providing ongoing support and optimizing the software platforms for Ace Handyman Services and Ace Hardware Painting Services, serving as a subject matter expert for ServiceTitan, Monday.com, and other software platforms. This position also assists with onboarding new businesses, ensuring smooth integration and effective utilization of our systems. PRINCIPAL ACTIVITIES: List a series of brief statements (about five to eight) that describe the major activities or functions for which this position is held accountable. Include information such as the level of discretion, judgment, analysis, and complexity related to each activity. Major Activities/Accountabilities - Provide personalized one-on-one sessions and webinars for franchisees and staff throughout the onboarding and post-go-live phases, guaranteeing their success and expertise with ServiceTitan. - Develop and deliver targeted training to franchisees and internal staff to deepen their understanding, ensuring knowledge of new features and updates, and maximize their use of the features of the software platforms assigned to the business units. - Quickly and effectively resolve franchisee and staff issues through a dedicated support ticketing system via Monday.com, prioritizing high-impact concerns. - Assist in the initial setup and ongoing optimization of ServiceTitan tenants, ensuring they optimized for maximum functionality and aligned with business goals. - Support and provide strategic insights to promote sophisticated utilization of the ServiceTitan Center of Excellence. - Support the monthly communication to franchisees and staff, detailing the progress of the ServiceTitan implementation, highlighting new support resources, strategic initiatives, and recent product updates. - Support the optimization and maintenance of the AHS Monday.com account. KNOWLEDGE, EXPERIENCE, AND COMPETENCIES: - Bachelor’s degree in information technology or equivalent experience - Prior Home Services industry experience strongly preferred - 3-5 years’ experience with ServiceTitan software - 2+ years of Service Industry experience - Technical Proficiency: Proficient in software such as ServiceTitan, Monday.com, and Microsoft Office - Stakeholder Management: Experience in managing expectations and relationships with various internal and external stakeholders - Innovative Thinking: Capacity to drive innovation in technology and business processes to drive efficiencies and profitability - Problem-Solving: Excellent analytical and problem-solving abilities - Adaptability: Ability to adapt to rapidly changing technology landscapes Why should you join our team? We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand. In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including: - Incentive/Commission/Bonus opportunities (Based on role / grade level) - 401(k) retirement savings plan with matching company contributions, eligible on your first day! - Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents. - Warehouse Merchandise Discount! - Paid time off & paid holidays (depending on role and month of hire) - Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities. - You are joining a team that’s committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community. - Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support. * Benefits are provided in compliance with applicable laws, plans and policies. Want to be notified when new jobs are posted? Follow the link below to create an account and set up custom job alerts: Create Job Alert About Ace Handyman Services Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Handyman Services, a part of Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home℠ through a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting. Ace Handyman Services is changing the home improvement industry. We provide a professional, reliable service to customers, create a special place for talented Craftsmen to work, and help our owners rapidly create wealth in a high-margin business. Equal Opportunity Employer Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws. Disclaimers The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires. Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview. This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee’s specific record and the duties and requirements of the specific job.