• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. • 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. • 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. • 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. • 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. • Independently documents every customer interaction (email, phone, chat, side-channel communications) with little to no guidance. Documents every internal interaction. • Manage incidents effectively during on-call shifts. While on-call triage SDM Escalations.

• Troubleshoot sophisticated network-related issues across the EX-series and QFX-series Switching product line • Document and reproduce customer problems and coordinate fixes by engineering department • Manage critical customer accounts and escalation requests • Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab • Facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues • Mentor newly hired support engineers and peers in technical areas of specialty • Provide ongoing technical and process training on new product developments and service offerings • Serve as team escalation point for difficult technical and customer issues • Participate as technical expert in product marketing meetings and support readiness project work • Document all actions taken toward resolving customer issues in contact tracking database • Develop common questions and answer documentation to be included in department knowledge base • Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe

• Provide solutions to complex system problems and lead others on how to resolve problems. • Mentor and develop less experienced Service Engineers on all field tools and technology. • Perform system maintenance on field controllers, servers and workstations, and field hardware. • Communicate issues and recommend system enhancements, upgrades, and/or repairs. • Maintain feedback on equipment scheduling and modifications needed. • Manage assigned work to exceed customers’ time and quality expectations. • Communicate and document project status and details for the customer. • Provide site-specific training to owners/operators on the upgrades/service. • Provide technical support for the Branch Offices on an as needed basis. • Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers. • Participate in the creation and updating of the training content for Service Engineers. • Create and maintain standard work instructions in accordance with the Operations Manual guidance. • Provide local training and guidance that is aligned with ALFO standard work and best practices. • Collaborate as a member of internal cross-functional teams to drive timely resolution of customer needs and ensure consistent service experience.

Role Description We are seeking a dedicated and customer-focused Technical Support Representative to join our dynamic team. In this role, you will be the first point of contact for our clients seeking technical assistance over the phone, email, or chat. You will play a crucial role in ensuring customer satisfaction by diagnosing and resolving technical issues promptly and efficiently. The ideal candidate will possess excellent communication skills, a strong problem-solving mindset, and the ability to work well both independently and collaboratively in a fast-paced environment. As a Technical Support Representative, you will support a wide range of products and services, helping customers navigate software, hardware, and network-related challenges. Your contributions will directly impact the user experience by delivering timely solutions and proactive guidance. This position offers an exciting opportunity to grow professionally in the technology sector while making a meaningful difference in our customers’ daily operations. If you are passionate about technology and enjoy helping others, we encourage you to apply and become part of our committed support team. - Respond to customer inquiries via phone, email, and live chat in a timely and professional manner - Diagnose and troubleshoot technical issues related to software, hardware, and network systems - Document all customer interactions and technical issues accurately in the support database - Provide clear instructions and guidance to customers to resolve their technical problems - Escalate unresolved or complex issues to the appropriate internal teams as necessary - Follow up with customers to ensure their technical issues have been resolved satisfactorily - Stay updated with product knowledge, software updates, and industry best practices to provide accurate support Qualifications - Proven experience in a technical support or customer service role - Strong knowledge of computer systems, mobile devices, and other tech products - Excellent verbal and written communication skills - Ability to diagnose and troubleshoot basic technical issues - Patience and a customer-oriented attitude - Strong problem-solving and analytical skills - Ability to work flexible hours, including evenings and weekends if required Company Description