Role Description Join the team as Twilio’s next Technical Support Engineer 1. Twilio is growing rapidly and seeking Technical Support Engineers to join the Onboarding Compliance and Support (OCS) team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert. - Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. - Be ready to assist our customers when they need us, which may require working an irregular shift, including weekends. - Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems. - Collaborate with your teammates and the Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs. - Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards. Qualifications - 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums (Previous telecom experience is preferred). - Ability to address customer concerns and provide feedback in a friendly, diplomatic, and empathetic way. - Leverages customer feedback to identify and drive improvements. - Experience and interest in working cross-functionally with Engineering, Product Management, and Sales. - Demonstrated desire to understand customer trends and document and report those trends. - Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties. - Proven advanced time management skills and proficiency in developing workflows. - Excellent written and verbal communication skills. - Excellence in task prioritization and evaluation of situational urgency. Requirements - Experience in handling escalations, working directly with users and Customer Success teams to solve problems. - Know how to route critical issues to the appropriate internal teams, ensuring timely response. - Report bugs to the Engineering & QA teams and help prioritize fixes. - Clearly communicate with customers and other internal teams about issues impacting their service. - Execute internal processes to streamline and scale support. Location This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Tamil Nadu, and Telangana). Travel You may be required to travel occasionally to participate in project or team in-person meetings. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - A retirement savings program. - Support for volunteering and donation efforts.

• Support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 Conference room endpoint and infrastructure support, Escalation management, Vendor management and service roadmaps and standards. • Incident Resolution and Escalation Management • Communication and alignment with other teams internal and external to IT Services - VMS • Conflict resolution • Performance management – service / KPI • Knowledge transfer to the other team members • Knowledge of Telepresence

Role Description As an Engineering Program Lead within the Visual Experience (VX) organization, you will be responsible for end-to-end program ownership across mechanical, optical, and hardware engineering domains. Depending on business needs, this role may be assigned to support product-level programs, project-level initiatives, or a combination of both, ensuring alignment between product intent and program outcomes. This role consolidates engineering program ownership across multiple disciplines and focuses on alignment, accountability, and predictability rather than people management. You will lead through influence, working closely with Engineering Managers, SMEs, Product Management, and Program Management to ensure commitments are met across cost, quality, and schedule. What You Will Do - Operate as an individual contributor with no direct reports - Work cross-functionally with Mechanical, Optical, Hardware, Manufacturing, Quality, Supplier Engineering, Product Management, and Program Management teams across global locations - Own end-to-end engineering program responsibility across mechanical, optical, and hardware domains - Coordinate activities across engineering disciplines to ensure alignment between product intent and program objectives - Drive accountability to meet cost, quality, and schedule targets - Support product-level programs by cascading reuse, variant, and architectural decisions into projects - Support project-level initiatives by coordinating cross-functional teams, tracking risks, and driving mitigation plans - Serve as the primary engineering program interface between product engineering and Product Delivery Program Managers - Cascade product-level decisions into project execution and feed project learnings back into product teams - Participate in alignment forums with Product Management and leadership as needed Qualifications - Strong experience delivering complex, multi-disciplinary engineering efforts - Working knowledge of mechanical, optical, and hardware engineering domains - Proven ability to lead execution through influence without direct reporting authority - Experience supporting both product-oriented delivery environments and project-based execution models - Strong communication skills and business acumen - Ability to manage multiple priorities across global teams Bonus Points if You Have - BS or higher degree in Engineering (Mechanical, Optical, Electrical) - Experience with automotive display or visual experience systems - Experience working with global, cross-cultural engineering teams What Makes You Eligible - You are willing to travel, globally, as necessary - You have a valid driver’s license; You have a travel passport and upon request could obtain visa status for all the following regions: US, China, Mexico, Korea, Japan, Germany, India - Due to the nature of global infrastructure, you understand that flexibility in working hours is required. - Successfully complete a background investigation and drug screen as a condition of employment Benefits - Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location - Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.) - Extensive training opportunities through our own HARMAN University - Competitive wellness benefits - Tuition reimbursement - “Be Brilliant” employee recognition and rewards program - An inclusive and diverse work environment that fosters and encourages professional and personal development

Role Description GDIT's Federal Health Division is hiring a Help Desk Lead / Senior Engineer to support the Veteran's Affairs Electronic Health Records Modernization effort. This role is remote with 25% travel to nationwide VA sites. Work Visa Sponsorship will not be considered for this position. This role is responsible for designing and overseeing operational and technical processes that enable effective issue resolution, triage, escalation, and support at scale. The Help Desk Lead / Senior Engineer will collaborate closely with stakeholders across the organization to build a mature, high-performing support function aligned with organizational goals. WHAT YOU'LL BE DOING: - Help Desk Leadership & Operations: - Stand up and manage a comprehensive help desk supporting EHR implementation and sustainment activities. - Design and implement operational processes, technical workflows, and tiered support structures. - Establish and maintain issue resolution, triage, and escalation protocols. - Develop and oversee Service Level Agreements (SLAs), response times, and quality metrics. - Lead workforce planning, staffing models, and scheduling to ensure adequate coverage. - Implement knowledge management systems and training programs for help desk personnel. - Build and maintain business continuity and disaster recovery plans. - Conduct quality assurance reviews and implement continuous improvement measures. - Program & Project Management: - Address changes to project scope, schedules, and methodologies; document and assess proposed modifications. - Prepare change documentation for presentation to client leadership to support informed decision-making. - Create detailed project plans for help desk operations and supporting technologies. - Collaborate with cross-functional teams to ensure integrated planning and coordinated implementation. - Monitor project timelines, deliverables, risks, and dependencies. - Stakeholder Engagement & Executive Communication: - Work closely with program leadership, technical teams, and operational stakeholders. - Develop and deliver executive-level presentations, reporting on progress, performance, risks, and recommendations. - Maintain alignment across diverse stakeholder groups, ensuring clarity and shared expectations. - Reporting, Metrics, & Tools: - Develop dashboards and operational reporting to evaluate help desk performance. - Track SLA compliance, ticket trends, issue resolution times, and quality indicators. - Utilize tools and methodologies for issue management, monitoring, and reporting. Qualifications - Bachelor’s degree and 5+ years of progressive electronic health records (EHR) support for health desk oversight and resolution response for EHR implementation. - 3+ years of direct incident management and incident response operations experience supporting EHR activities for a software as a service (SaaS) managed EHR solution. - Proven experience with large-scale system implementations. - Strong background in help desk operations and technical support management. - Ability to develop and present executive-level materials. - Strong analytical, communication, and organizational skills. - 3+ years of direct project management and stakeholder engagement experience supporting EHR activities for a software as a service (SaaS) managed EHR solution. Requirements - Program governance, risk/issue register management, stakeholder alignment. - Experience with Cerner cutover coordination. - Familiarity with help desk workflows in healthcare or government settings. - Experience with electronic medical record (EMR/EHR) implementation for large federated environments. - Expertise in system implementation, deployment, and sustainment activities. Benefits - Medical plan options, some with Health Savings Accounts. - Dental plan options. - Vision plan. - 401(k) plan with company match. - Full flex work weeks where possible. - Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave. - 15 days of paid leave per calendar year, plus 10 paid holidays per year. - Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12-month period for eligible employees. - Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.