• Provide day-to-day support for line-of-business applications, with an emphasis on Twilio Flex, Salesforce, and custom internal tools. • Troubleshoot application issues including call flows, agent states, integrations, authentication, permissions, and performance problems. • Investigate and resolve incidents related to Twilio Flex components such as TaskRouter, Studio flows, voice/SMS routing, and third-party integrations. • Follow established incident management and escalation procedures to ensure timely resolution. • Escalate complex or systemic issues to engineering or vendor teams with clear documentation, reproduction steps, and impact analysis. • Provide feedback on application usability, supportability, and recurring pain points. • Participate in testing and validation of changes that impact Twilio Flex and related workflows. • Contribute to the internal knowledge base to reduce repeat issues and improve self-service for end users. • Document fixes, workarounds, and configuration details for Twilio Flex and related systems.