• Accept all inbound customer contacts via phone, chat, email, or the Global Support Portal. • Prioritize case workload according to the Global Support priority process. • Troubleshoot issues, identify solutions, and work in partnership with customers to ensure timely resolution and customer satisfaction through effective communication. • Escalate cases to the appropriate departments when necessary (e.g., Professional Services). • Take ownership of individual performance to achieve KPI targets. • Adhere to the Global Support Quality Framework. • Ensure complete and effectively communicated handovers when appropriate. • Proactively manage upward communication with the Global Support leadership team, raising concerns and identifying areas for improvement while recommending appropriate solutions. • Proactively share knowledge and expertise with colleagues and management. • Attend regular meetings with fellow Global Support Engineers to review common issues and best practices, providing summaries and feedback to the Head of Support. • Mentor new team members and support their onboarding through the Vizrt Buddy Program. • Attend and contribute to regular support meetings with key accounts, confidently communicating case updates. • Act as an escalation point for Level I Support Engineers, coaching and mentoring team members where appropriate. • Confidently handle customer conflicts, de-escalate challenging situations, and ensure successful resolution. • Attend training sessions on new product offerings and deliver internal knowledge-sharing sessions to the Global Support team. • Cover the responsibilities of the Global Support Manager during periods of absence or travel, including coaching, developing, and performance-managing Global Support Engineers. • Confidently visit customer sites, review installed systems, identify variances, and provide recommendations for improvement. • Participate in Quarterly Business Reviews (QBRs) alongside Sales to provide updates on support performance and customer cases. • Take ownership of a personal development plan and actively pursue career growth within the Vizrt Group.

• Provide expert-level support for enterprise installations, including configuration and troubleshooting of proprietary hardware, peripherals, software, audio/visual systems, interactive displays, and integrated communication solutions • Perform firmware upgrades, advanced diagnostics, and manage support requests from initial contact through resolution, including returns and replacements • Monitor support queues • Deliver multilingual assistance across voice, email, chat, and social channels according to SLAs • Resolve complex issues through remote sessions using tools such as screen sharing and log analysis • Document and escalate cases through internal systems • Collaborate with senior engineering and support teams on high-priority incidents

• Brindar soporte técnico de primer nivel a usuarios finales. • Atender y resolver incidencias relacionadas con software y hardware de equipos de cómputo. • Brindar soporte básico a dispositivos móviles (smartphones). • Dar seguimiento y documentación a tickets de servicio. • Atender consultas y requerimientos de usuarios vía telefónica. • Escalar incidencias cuando sea necesario a niveles superiores de soporte. • Mantener comunicación efectiva con los usuarios para asegurar la resolución de problemas. • Apoyar en la instalación, configuración y actualización de software. • Generar reportes básicos y seguimiento de actividades utilizando Excel.

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.