Role Description This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company, and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading! - Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat. - Assess the nature of product or service issues and resolve a variety of complex support problems. - Log customer interactions and tag/categorize issues accordingly. - Resolve a monthly volume of tickets consistent. - Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary. - Identify ways to improve existing processes and procedures. - Mentor newer members of the Customer Support team with customer issues. - Contribute content to knowledge base to support team and customer enablement. - Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well managed. - Incident report and On Call. Qualifications - 3-4 years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies. - A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback. - Experience communicating complex technical issues to both technical and non-technical audiences via phone or email. - Strong, creative problem solving skills. - Quick learner, willing to take initiative, and has great follow through. - A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. - A high-energy, optimistic outlook and positive attitude. - An empathetic approach to troubleshooting and customer service. - A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs. - Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. - Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. - Focus - Achieve what they set out to do before launching new initiatives. - Experience with incident communication and on-call. - Experience with the following: - Supporting Email (or similar) REST APIs. - Email Deliverability. - JIRA/Confluence Experience (a plus). - Snowflake. - Terminals (command prompt). Requirements - Reading/Debugging HTML (a plus). - SQL (a plus). - Snowflake & Splunk (a plus). - Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing). - Postman or other APIs client. - Zendesk is preferable. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - A retirement savings program. - And much more. Offerings vary by location. Company Description 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.

Role Description The Regional Technical Specialist will achieve desired results and generate sales growth by successfully implementing field-based product training, support, and engineering associated with Nice North America in the assigned region within the domestic market. As an RTS, you will be the technical and design expert to direct dealers within your region. Location: Remote (IL, WI, MN, OH, MI, IN, SD, ND) Salary range: $82,000 to $90,000 annually, depending on experience. Commission: $10,000 annually based on performance. Primary Responsibilities - Coordinate and implement product-oriented sales presentations and training events on the complete Nice North America product line for factory staff, dealers, and distributors. - Assist in new product launches by contributing to the preparation and executing delivery of new product training modules to key customers. - Certify sales representative staff on new products and annually on the entire Nice North America product line. - Be known as the expert in the design understanding and application of Nice North America products. - Participate in relevant trade shows, sales meetings, planning meetings, and special events as required by the company. - Monitor and provide input to sales managers regarding market dynamics related to product and/or promotional activity. - Align training activities with the regional sales manager for the assigned US region. - Focus field travel on regional customer growth and account retention goals. - Provide on-time territorial information on travel, key account activities, and regional events for the sales calendar. - Set and execute Web trainings for customers as required. - Participate in weekly calls involving Sales and Technical teams. - Provide advanced technical support on site and remote within the Nice home management platform. - Execute telephone call support to customer technical staff as required. - Plan initial and follow-up training for new products as the travel schedule is planned. - Responsible for new dealer growth and support within the CI Channel. Qualifications - High School Diploma and a minimum of 4 years related experience, preferably in the CEDIA channel. - Strong written communication and verbal skills. - Ability to effectively present information in one-on-one and group situations to customers and other employees of the organization. - Experience in control system programming a definite plus. - Ability to troubleshoot complex AV/Control systems on site and remotely. - Knowledge of MS Office (Outlook, Word, and Excel specifically) and NetSuite, experience with PowerPoint, Adobe Captivate. - Must be able to work remotely effectively. - Positive attitude, self-motivated and eager to succeed. Physical Requirements - Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively on the telephone and in person. - Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to review documents and file them in a prescribed order and organize documents and materials. - Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to frequently operate a personal computer. - Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to work in an office setting and at a keyboard for an extended period of time, considered to be approximately 50%-70% of the workday. Working Conditions - Must be comfortable working in an office environment to include moderate noise levels. - The working area is primarily in an open office setting with reasonable lighting and controlled temperatures. Disclaimer The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.

Role Description We are seeking a strategic and experienced Technical Writing Manager with a strong background in software documentation and technical marketing to lead our documentation team. In this role, you will drive the vision, strategy, and execution of high-quality documentation that clearly and effectively communicates complex technical concepts. You will play a critical role in shaping the customer experience, scaling content operations, and ensuring our documentation supports both user success and business objectives. As a people leader, you will manage and mentor a team of technical writers, fostering a culture of excellence, collaboration, and continuous improvement while partnering cross-functionally with product, engineering, and legal stakeholders. - Define and execute a documentation strategy aligned with business objectives and customer experience goals. - Establish and enforce best practices for documentation processes, style standards, and content governance. - Lead innovation in documentation delivery, including interactive help systems, self-service portals, and API documentation. - Oversee the creation, review, and maintenance of technical documentation such as user guides, API docs, release notes, and compliance materials. - Ensure consistency, accuracy, and clarity across all documentation for legal technology products. - Partner with product managers, engineering teams, and legal stakeholders to drive high-quality, accurate documentation. - Ensure content effectively serves diverse audiences, including legal professionals, IT administrators, and developers. - Champion the use of visual and multimedia elements (e.g., diagrams, flowcharts, video) to improve content usability. - Define and optimize documentation workflows to align with agile development processes and improve team efficiency. - Promote a user-centered documentation approach by incorporating feedback from customers, support teams, and internal stakeholders. - Oversee localization and accessibility initiatives to ensure inclusive and global-ready documentation. - Establish metrics and analyze documentation performance using user data and feedback to drive continuous improvement. Qualifications - Bachelor’s degree in Technical Communication, Computer Science, Information Systems, English, or a related field, or equivalent practical experience. - 8+ years of experience in technical writing, documentation, or a related field, with at least 2–3 years in a leadership or management role. - Proven experience managing and mentoring technical writers, including performance management and career development. - Strong understanding of documentation best practices, content strategy, and structured authoring. - Experience developing and maintaining style guides, content standards, and governance processes. - Familiarity with Agile/Scrum methodologies and experience working within cross-functional product teams. - Experience with documentation tools such as Confluence, MadCap Flare, Adobe RoboHelp, or similar platforms. - Knowledge of API documentation standards (e.g., OpenAPI/Swagger) and developer-focused content is a strong plus. - Basic technical proficiency (e.g., understanding of SQL, scripting, or software development concepts) is a plus. - Familiarity with automation tools or documentation-as-code approaches is an asset. - Knowledge in planning and prioritization of work for the team. - Strong analytical and problem-solving skills with attention to detail and content quality. - Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, user-friendly content. - Ability to manage multiple priorities in a fast-paced, collaborative environment. - Proactive, self-driven, and capable of driving initiatives with minimal supervision. Requirements - The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned. - At this time, we are only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment authorization requirements. We are unable to provide visa sponsorship or work authorization support for this position. Benefits - Competitive compensation - Quality medical, dental and vision coverage. - Competitive paid time off as well as paid holiday time. - 401(k) retirement (US) and GRRSP (CDN) programs. - Annual professional development funds - $1,500 USD annual per employee. - Book subscriptions with an extensive library in each office for personal and professional growth. - Flexible working hours which you can coordinate with your supervisor. - Ability for employees to work from a remote location (e.g., home) or office. - Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees. - Travel opportunities between Journal Technology offices and with clients.

Role Description ACI is a Woman-Owned Small Business professional services provider of engineering and technical services to the United States Government. We seek an experienced, self-starting Technical Writer to serve as a part of the Company’s Government Programs team, which supports CPE Enterprise Software and Services. As an ACI Technical Writer, you will have opportunities to interface with senior level customers, Warfighters, and leadership while performing the following functions: - Prepares/manages the development and updating of documentation in the form of Architecture and Component diagrams, Technical Diagrams, User Guides, Software Bill of Materials (SBOM), and Cybersecurity processes and protections. - Works with the customer and engineers to produce and improve project/product onboarding documentation, create intuitive graphical representations of the software ecosystem and document maintenance/management procedures for a variety of Cloud services. - Utilize existing work-management tools such as Azure DevOps to document work and processes, while also advising the customer on documentation tools and process improvement opportunities. - Works directly with the customer to set priorities and ensures that the work products conform to company and customer standards. - Carries out projects assigned by Team Leads pertaining to team functions, requiring research and investigation. A Technical Writer who fits our team is: - Dynamic: contributes energy and enthusiasm to our daily tasks, to the team’s interactions, and to the Company’s mission. - Thorough: possesses an unparalleled work ethic; produces complete, even polished products; persistent; mission-focused; asks “Why?” as often as necessary to get to the root of the matter. - Mature: respects others’ opinions, beliefs, and culture; listens to ideas, shares thoughts, and works independently and together to contribute insights to the company’s leaders. - Forthright: speaks with conviction; argues based on understanding, respectfully. - Inquisitive: seeks deeper explanations of how systems work, not the surface-level description of the actors involved; goes beyond “stick-fetching” to connect the unconnected. - Timely: shows up, ready to think, prepared to get on with the day’s assignments; contributes analytical insights that meet time-sensitive, reasonable requests. - Honest: knows what’s right, what’s legal, what’s appropriate; conducts himself/herself accordingly. Qualifications - Due to the sensitive nature of this work, a US Government security clearance is required, and all applicants must provide proof of U.S. Citizenship. - Must currently possess or have the ability to obtain a Secret security clearance. - High School Diploma and 10 years of relevant experience, or - Associate’s degree with seven years of relevant experience, or - Bachelor’s degree in a related field and one year of relevant experience, or - Master's degree in a related field and no experience. - Excellent communications skills, both written and oral. - Strong knowledge of Adobe Acrobat. - Strong knowledge of Microsoft Suite of Software. - Basic knowledge of DevOps tools, such as Azure Dev Ops (ADO). - Basic knowledge of Windows and Linux. - Basic familiarity with Cloud ecosystems and architectures. Preferred Qualifications - Knowledge and experience with Department of Defense networks, systems and processes. - Experience with the Government’s EMASS, RMF, and or ATO/ATT processes and tools. - Experience with Oracle Cloud ecosystems. - Experience working with Government Cloud providers, such as ECMA. - Familiarity with Soldier and/or other Army Mission Command and Control systems. - Exposure to Software engineering processes/tools/methods, Software design, test, development, and/or support, Cloud Services, Cloud Service management tools, and networking. - Experience in Technical Writing pertaining to software products, such as Architecture/Network Diagrams, Technical Process/Procedure Documents, Onboarding/Tutorial lessons, and cybersecurity threat/protection/mitigation descriptions. Benefits - Competitive salary. - Comprehensive Medical, Dental, and Vision plans. - Group Life and Voluntary Life Insurance plans. - Retirement Savings Plan. - Paid Time Off. - Paid Parental Leave. - Tuition and Professional Development Reimbursement Program.