Genesis Digital, LLC

• Manage a shift team of 6-10 technical support agents • Manage and coach Shift Lead role as they provide support to agents on shift • Act as a trusted advisor and subject matter expert for agents • Monitor agent productivity through detailed analysis and tracking • Create/update staffing schedules to ensure even coverage for tickets • Manage the performance of direct reports through regular reviews • Hire new members of the team as needed • Streamline internal team processes to deliver world class customer service. • Represent GD customers internally, reporting product behavioral issues

• Analyze logs, data, and system behavior • Trace issues across frontend, backend, and database layers • Classify issues accurately and defensibly • Document findings clearly and concisely • Ensure Dev tickets include reproduction steps, impact, and supporting evidence • Partner with Engineering on confirmed defects • Contribute to Root Cause Analysis (RCA) summaries • Identify patterns across Complex Care tickets

• Investigate complex technical issues across frontend, backend services, APIs, integrations, and database layers • Analyze logs and system behaviors to reproduce bugs and identify root causes • Translate technical findings (logs, stack traces, payloads) into clear, actionable engineering context • Escalate validated findings to Development with reproducible evidence and investigation clarity • Collaborate closely with Engineering and Product teams • Maintain strong learning agility across multiple evolving product environments • Communicate clearly and confidently with customers during active investigations • Contribute to Root Cause Analysis (RCA) initiatives and long-term issue prevention