• Triage and resolve technical issues escalated by Service Technicians and operations teams using existing documentation, troubleshooting guides, and internal processes • Monitor system alerts, dashboards, and incident queues to identify issues affecting fridge uptime, connectivity, and performance • Diagnose technical problems by reviewing logs, alerts, and system behavior in a Linux-based environment • Support field teams with troubleshooting related to hardware-integrated software systems and connected smart fridge devices • Escalate unresolved or high-impact incidents to the appropriate engineering or technical teams with clear documentation and context • Document newly identified issues, root causes, workarounds, and resolutions to improve the internal knowledge base and reduce repeat escalations • Identify recurring patterns and common technical failures, then communicate findings to help improve operational efficiency and product reliability • Collaborate cross-functionally with Engineering, Operations, and other internal stakeholders to surface systemic issues and support long-term fixes • Maintain accurate records of incidents, resolutions, response times, and support actions taken • Assist in improving support workflows, documentation standards, and escalation procedures • Communicate clearly and professionally with distributed teams in an asynchronous work environment • Follow established service standards, escalation procedures, and support protocols to ensure timely issue resolution

• Monitor, troubleshoot, and ensure platform reliability using tools like Splunk and Zabbix. • Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms. • Collaborate closely with developers, architects, and platform owners. • Participate in application design discussions to develop end-to-end interaction visibility using Splunk. • Troubleshoot and resolve production incidents, performing root cause analysis. • Partner with vendor teams to drive operational improvements. • Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk. • Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams.

• Monitor, troubleshoot, and ensure platform reliability using tools like Splunk and Zabbix • Design and enhance monitoring capabilities for AWS Amazon Connect CCaaS platforms • Collaborate with developers, architects, and platform owners • Participate in application design discussions to develop end-to-end interaction visibility • Troubleshoot and resolve production incidents • Partner with vendor teams to drive operational improvements • Develop and maintain Amazon CloudWatch dashboards • Conduct knowledge-sharing sessions and document troubleshooting playbooks

• Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. • Identify adoption and upsell opportunities for customers and make the appropriate connections. • Communicate complex concepts to customers. • Anticipates customer questions and proactively responds with suggestions. • Identifies and responds to customer escalations. • Effectively work multiple support channels (chat, phone, social, etc). • Prioritize the queue based on status, priority, entitlement. • Follow guidance prioritizing caseload to achieve SLA compliance targets. • Meet SLA requirements per channel/role. • Follow established guidelines on tagging, categorizing, merging tickets. • Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. • Escalate to senior technical resources to drive ticket resolution. • Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers. • Mentor or provide training to other team members in case management best practices. • Thoroughly document every customer interaction (email, phone, chat, side-channel communications). • Thoroughly document every internal interaction (research, cross-team engagement). Captures technical details (logs, splunk queries, JIRA details, etc), and provides internal commentary, troubleshooting steps throughout the case. • Follow established guidelines on tagging, categorizing, merging tickets. • Contributes to Knowledge articles. • Manage incidents effectively during on-call shifts. • While on-call triage SDM Escalations. • Active participant in process improvement initiatives.