• 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

• Execute, monitor, and optimize routine data workflows supporting bioscientific, genomic, and clinical data processing • Load, validate, and assess data quality across multiple data types, ensuring completeness, accuracy, and consistency • Perform smoke testing and validation during application releases, updates, and pipeline changes • Troubleshoot user, data, and system issues, including workflow failures, data inconsistencies, and application performance concerns • Analyze application usage, data flow, and system performance using queries, logs, and analytics tools to generate actionable insights • Develop and enhance dashboards, reports, and lightweight automation to improve visibility into workflows and system health • Document processes, workflows, and standard operating procedures, contributing to knowledge sharing and operational scalability • Collaborate with engineering and scientific teams to triage bugs, refine requirements, and support enhancements to data workflows and applications • Identify opportunities for workflow optimization, automation, and improved data handling, and contribute to implementation efforts • Communicate system updates, issues, and insights to technical and non-technical stakeholders

• 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.