• 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.

• 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 • Develops knowledge on multiple specialty areas • 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) • Work on one concurrency chat • 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) • Manage incidents effectively during on-call shifts • Active participant in process improvement initiatives

• Tier II application support for business-facing SaaS platforms, including CRM, marketing automation, and transaction management applications • Acts as a primary escalation point for complex application incidents originating from Tier I support • Provides high-touch, customer-facing application support to non-technical users • Identifies recurring issues and user pain points and recommends improvements to application configurations • Participates in testing and validation of application updates, enhancements, and releases • Supports and troubleshoots application integrations and data workflows • Analyze application issues and recommend solutions/system changes • Coordinate and participate in application testing to ensure successful implementation of new and legacy applications

• Offer comprehensive consulting on data management best practices, including workflows, tools, governance models and integration patterns. • Lead the design and development of enterprise geographic information systems (GIS) and the implementation of Utility Networks (UN). • Conduct data model design and development tasks and apply sophisticated geospatial analysis techniques to datasets. • Collaborate closely with the development team to provide GIS support, training, and assistance, as well as to troubleshoot complex problems associated with existing GIS applications, tools, and data. • Support the development and maintenance of Esri-based GIS solutions and applications, build complex data migration/ETL processes, and provide ongoing support for GIS programs and functions requiring programming and analysis. • Write technical documentation for training and user workflows.