• Support customers’ use of Twilio’s Programmable Messaging product. • Function as the voice of Twilio to customers and partners. • Operate as a subject matter expert for Twilio’s Programmable Messaging API. • Provide friendly, professional customer service, problem-solving, and communication of complex technical issues. • Manage messaging email cases submitted by developers and brands. • Assist customers with troubleshooting message deliverability issues and debug customer code. • Guide customers through the development of their SMS application via phone and chat. • Collaborate with teammates and the Twilio Product and Engineering teams via Slack. • File Jira’s to report reproducible bugs and review internal knowledge base for industry shifts.

• Act as a trusted advisor and strategic partner for customers throughout their lifecycle. • Assist in onboarding new customers by managing implementation and training to ensure early product adoption. • Respond to customer support and training requests in a timely and efficient manner. • Provide clear guidance on best practices for using RTO Pro and offering recommendations to customers on how to best leverage the software. • Document all client interactions and activity using internal systems and tools to ensure full visibility and continuity across teams. • Support and contribute to the customer knowledge base by identifying common customer questions, gaps in documentation, and opportunities for automation or self-service. • Champion product adoption and customer education initiatives to reduce support dependency and drive retention. • Manage customer escalations by coordinating across support, product, and engineering teams to resolve issues quickly and professionally. • Provide feedback to internal teams on product gaps, customer needs, and emerging trends. • Help shape our evolving CS processes, metrics, and customer lifecycle playbooks. • Provide exceptional technical support: distill information from various sources such as Windows Error logs, local software debug logs, and various other forms of information. • Understand how to collect and relay issues to the development team when software defects are suspected.

• Provide technical support and risk identification for serviceability and safety • Create and maintain technical literature and service bulletins • Drive product reliability through Continuous Improvement Process • Collaborate with quality management and engineering teams to improve overall lifecycle costs

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description You’re responsible for ensuring that customers’ security technologies and Expel technology (e.g. Workbench, Slack, etc) that are required to provide service to our customers and prospects are configured correctly and operating properly. - Partner with Expel’s Customer Success and service delivery teams from sales process through onboarding, delivery, technical implementation, and ongoing support. - Provide real-time support via Zoom, phone, and Slack. - Handle time-sensitive requests for communication with customers, urgent customer requests, prospect-related requests from sales, and health alerts. - Work on less pressing issues including enabling console access, credential resets, lower priority tickets, migration projects, and documentation improvements. - Measure success by effecting correct solutions with speed and accuracy while updating documentation to streamline team work. - Provide direct support to customers over the phone or via video calls to bolster relationships and build confidence in Expel as a trusted partner. Qualifications - 2+ years of professional experience in support roles (e.g. IT support). - At least 1 year of experience working with security technologies used for detection and response. - Familiarity with detection and response tools both on-prem and cloud (e.g., EDR, NDR, SIEMs, CASB). - Solid understanding of command line and API functionality across various security products, platforms, and cloud environments. - Practiced complex technical problem solving and methodical troubleshooting skills. Requirements - Respond quickly to support tickets based on priority and provide thorough and accurate resolution within SLOs. - Consult with customers on solutions, share best practices, monitor technical implementation, and troubleshoot problems with urgency. - Work closely with Expel customers to ensure a quick, painless, and complete onboarding. - Identify and escalate opportunities for the TSE team to be more proactive in support. - Drive down inbound ticket volume by finding ways to “forward-deploy answers.” - Stay current with industry and Expel product knowledge, and quickly learn customer’s business and environments. - Assist with gathering, analyzing, and reporting on team performance metrics. - Provide coaching, mentorship, and oversight to less experienced team members. - Rotate on-call duties for support outside of regular business hours. Benefits - Base salary range between $81,600 USD and $118,300 USD + bonus eligibility and equity. - Unlimited PTO. - Work location flexibility. - Up to 24 weeks of parental leave. - Excellent health benefits. Additional Information - We believe in paying transparently and equitably based on experience, skills, team equity, and market data. - We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas. - We’re an Equal Opportunity Employer: consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, age, or disability.