• Deliver outstanding technical support via calls, chats and emails; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists.

• Serve as the primary technical support resource for European customers • Partner with the Professional Services team on customer implementations • Work directly with customer developers, IT teams, and data engineers • Use tools like Postman to troubleshoot API calls • Investigate and resolve issues across JavaScript, HTML, CSS, and front-end behavior • Document fixes, known issues, and reusable solutions • Provide hand-off and continuity coverage to the US and India support teams • Escalate to engineering when appropriate

• Provide high-quality technical support to Ketch customers. • Partner closely with Professional Services team on technical solutions. • Balance reactive support work with proactive engagement. • Work directly with customer engineering teams, developers, and IT stakeholders. • Serve as a primary technical support resource for US-based customers on East Coast hours. • Own ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration. • Document fixes, known issues, and reusable solutions for broader teams. • Escalate to engineering when appropriate, while owning customer communication and resolution timelines.

• 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.