ActiveState

• Ticket Triage: Review and categorize incoming support tickets, assess priority and severity, and route them to the appropriate team member or queue. • First Response: Send timely, clear, and professional initial responses to customers, acknowledging their issue and setting expectations on next steps. • Queue Management: Monitor the support queue throughout the day to ensure tickets are moving forward and nothing is stalled or missed. • Issue Documentation: Capture detailed notes on each ticket, including steps to reproduce, customer environment details, and any troubleshooting already attempted. • Escalation Coordination: Identify tickets that require engineering or product involvement and escalate with full context so handoffs are seamless. • Follow-Up: Track open tickets and proactively follow up with customers and internal team members to keep issues moving toward resolution. • Process Improvement: Flag recurring issues or patterns in the queue and surface them to the team to inform documentation or product fixes. • Knowledge Base Contribution: Help maintain and update internal and customer-facing support documentation based on common questions and resolved tickets.

• Customer Onboarding & Support: Guide new customers through the onboarding process, helping them effectively implement and adopt ActiveState in their development environments. • Technical Acumen: Dig into customer issues by asking the right questions, gathering relevant technical details, and relaying findings clearly to our engineering and product teams. • Problem-Solving: Work with customers to understand their technical challenges and identify practical solutions that fit their workflows and toolchains. • Relationship Building: Develop and maintain strong, trust-based relationships with your customer contacts, becoming a reliable and responsive point of contact. • Integration Support: Assist customer development teams with integrating ActiveState into their existing CI/CD pipelines and tooling, escalating to senior teammates when needed. • Customer Advocacy: Capture and communicate customer feedback internally, ensuring the voice of the customer informs product improvements and priorities. • Continuous Improvement: Contribute to team processes and playbooks as you learn, helping improve how we onboard and support customers over time. • Technical Documentation: Help build and maintain knowledge base articles, how-to guides, and best practice documentation that empower customers to self-serve.