• Provide technical support through inbound tickets, calls, and emails • Troubleshoot and resolve networking issues across Cisco and Cisco Meraki environments • Support end users and client IT teams in a fast-paced service environment • Configure and troubleshoot VLANs, firewall rules, VPNs, routing, DNS, DHCP, and wireless networking issues • Work within Zendesk and ticketing systems to manage incidents and service requests • Escalate complex technical issues when necessary while maintaining clear communication with clients • Collaborate with senior engineers on network troubleshooting and operational improvements • Maintain professionalism and calm communication during high-pressure situations

• Monitor overnight alerts and perform initial triage on client systems and infrastructure • Respond to and resolve support tickets, emails, and limited inbound calls overnight • Support desktops, laptops, printers, mobile devices, and VPN issues • Troubleshoot connectivity, workstation, VPN, and user account issues • Use remote support tools to resolve user and system issues • Create users, reset passwords, map network drives and complete assigned tasks • Escalate urgent issues or hand them off to the right team • Document troubleshooting steps, updates, resolutions, and handoffs • Follow checklists and escalation procedures • Communicate clearly with users, internal teams, and day shift • Contribute to internal documentation and knowledge base

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. • Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. • Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues. • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. • Review internal knowledge to stay current on industry shifts and standards. • Assist your manager in process improvements by surfacing customer pain points to assist in process improvement. • This position will also require supporting our customers on holidays to ensure that our customer’s needs are met

• Understand components of the PASE program (guidelines, components and calculations). • Access pertinent GM information via computer or personnel to properly understand and document the client’s situation and / or question. • Analyze and process Dealer RIM Purchase Loyalty and to approve or deny adjustments. • Ask probing questions to understand the situation and answer and/or direct appropriately. • Perform cursory investigation to identify and resolve questions & potential issues. • Direct more complex inquires to the proper area and documents for further investigation and then performs the follow up with the client. • Recognize and record suspicious activity related to PASE. • Work with the RIM Help Desk regarding RIM Compliance.