• Operating predominantly as a desk‑based technician, you will provide world‑class service and support to clients and colleagues. • This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks. • Ensure customer calls are promptly attended to, providing efficient and effective support. • Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented. • Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. • Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. • Complete and update technical documentation. • Mentor and train colleagues.

• Investigate and troubleshoot issues reported by customers, reproducing problems and involving team members as needed. • Apply strong analytical and critical-thinking skills to diagnose and resolve complex technical challenges. • Build and maintain strong customer relationships through clear communication, professionalism, and understanding of customer needs. • Collaborate with Product, Engineering, and Customer Success teams globally to ensure smooth case handling and knowledge sharing. • Take a proactive approach to customer satisfaction by identifying concerns early and removing technical blockers. • Escalate high-priority issues to management as needed, ensuring visibility and timely resolution. • Identify opportunities to improve internal processes, documentation, and support workflows, and take ownership of driving these improvements. • Provide structured reporting and updates to give visibility into open issues and customer status.

• Spend the majority of your time managing and resolving everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance. • Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps. • Fully document customer and internal interactions within tickets, capturing key technical details. • Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team. • Identify areas where our support processes can be streamlined, reporting them with logical recommendations. • Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions. • Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".

• Provide exceptional customer support by resolving customer issues promptly, efficiently, and professionally. • Elevate systems and processes by observing, analyzing and providing actionable feedback on the support systems, software, and processes. • Share operational insights, areas for improvement, and new ideas to improve customer support practices with senior leadership. • Collaborate across Finance, Sales, and Engineering to learn and adopt new practices. • Help establish and maintain the tracking of key metrics that drive outcomes for customers including response times, quality of responses, customer satisfaction, and renewal rates. • Conduct implementation calls, configure customer solutions, and deliver product training sessions to help customers successfully onboard and begin using their software solutions. • Serve as the primary point of contact and manage relationships with key clients to ensure ongoing success and satisfaction.