• Support Red Hat's customers on various network related issues • Diagnose and troubleshoot complex technical problems across different components • Build on your expertise by going through intensive onboarding • Consult customer cases with in-house support engineers and developers • Contribute to the global Red Hat knowledge management system • Collaborate with colleagues on different side projects • Manage workload to ensure that all customer issues are timely handled and managed to resolution

• Help manage the support queue by responding to and resolving customer tickets in a timely, thoughtful, and human way • Support customers across multiple channels (ticketing system, email, internal tools, etc.) • Join customer calls to assist with platform questions and troubleshooting • Investigate issues by testing and replicating bugs using tools such as Postman, JIRA, and internal diagnostics • Collaborate with Product and Engineering by documenting issues clearly and submitting structured tickets when escalation is needed • Assist with testing support-related items for product releases • Update and improve the SuccessKPI knowledge base with new documentation, FAQs, and troubleshooting steps • Help maintain and track customer feedback and suggestions to support product improvements • Take ownership of intern-friendly projects related to improving support workflows, self-service resources, or internal processes • Learn and adapt quickly — our platform and processes evolve often, and experimentation is encouraged

The Manager of Technical Support will own and continuously evolve the systems, workflows, and performance of the Technical Support team. This role is accountable for how support operates day to day and how it improves over time. You will coach and develop Technical Support Representatives and Engineers and ensure the team consistently delivers a high-quality, scalable support experience as Panorama grows. This is a hands-on leadership role for someone who takes initiative, takes ownership of outcomes, and is comfortable leading from the front, including maintaining deep technical knowledge of the platform and jumping into the support queue when needed.

• Work on messaging email cases submitted by both individual developers and major brands. • Assist customers with troubleshooting message deliverability issues and debug customer code. • Speak with a customer on the phone and chat in order to guide them through the development of their SMS application. • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.