• Provide Tier 3-level product support, liaising between multiple teams within the RTSM product group • Troubleshoot complex application and data-layer issues, leveraging strong debugging and analytical skills • Work closely with product managers, developers, and engineers to identify, communicate, and resolve issues related to software functionality, new releases, and patches • Conduct root cause analysis for recurring issues or technical challenges, ensuring that preventive measures and long-term solutions are implemented effectively • Write and analyze SQL queries to investigate and resolve data-related issues • Review and debug application code when necessary to diagnose production issues • Maintain thorough documentation of all technical issues, resolutions, and known bugs. Update and contribute to internal knowledge bases, FAQs, and troubleshooting guides to assist other support teams and improve overall efficiency • Facilitate and troubleshoot the myriad of issues associated with designing complex systems and projects

• Support Queue Ownership: Manage and respond to inbound support tickets through HubSpot across email and in app chat while meeting our first response SLA. • Workflow Troubleshooting: Diagnose and resolve configuration and workflow related issues within the platform, ensuring customers are using the system correctly and efficiently. • Bug Reproduction and Escalation: Reproduce reported bugs, document replication steps clearly, record videos when helpful, gather relevant context, and escalate with structured documentation to Product or Engineering. • Customer Guidance: Communicate clearly with users, translating system behavior into practical next steps. • Documentation and Process Improvement: Identify gaps in internal documentation and contribute to improving knowledge base articles and internal workflows. • Cross Functional Collaboration: Partner with Customer Success, Product, and Engineering to ensure issues are resolved efficiently and feedback loops remain tight.

• Respond to and follow up on technical tickets through the helpdesk system; • Provide support to customers in using Invenzi solutions; • Assist in the analysis, logging, and resolution of incidents; • Perform remote access for configurations and support (TeamViewer, AnyDesk); • Monitor tickets, systems, and response times (SLAs); • Escalate requests when necessary, ensuring the correct support workflow; • Contribute to technical documentation and the knowledge base; • Support testing and validation of solutions when required; • Participate in improvements to support and service processes; • Contribute ideas and enhancements for the Invenzi software; • Participate in technical discussions for implementation of the access control solution;

• Serve as the initial technical point of contact for customer issues • Provide technical troubleshooting for advanced issues across Samsara’s platforms • Contribute to knowledge base development by documenting resolutions and mentoring junior agents • Identify trends in customer issues for product improvements • Communicate clearly with stakeholders to ensure customer satisfaction • Champion Samsara's cultural principles and drive innovation