Junior Support Engineer – Where Your Impact Actually Matters The Opportunity (What This Role Really Means) Our clients depend on Practifi to run their wealth management operations, and when they need help, you’ll be the first friendly face (or voice) they reach. As a Junior Support Engineer, you’ll provide frontline technical support through our Zendesk helpdesk, helping clients troubleshoot issues, learn the platform, and get back to doing what they do best. This isn’t a role that exists in a silo—you’ll work side-by-side with our Client Success team, develop deep product knowledge, and build the foundation for a rewarding career in fintech. This isn’t just about resolving tickets. You’ll talk to anyone you want, contribute to discussions across teams, and see how your work directly impacts our clients’ success. Because when you can trace your daily tasks to real outcomes, work actually feels worthwhile. Your Day-to-Day (The Honest Version) The Core Work: • Triage and resolve Tier 1 support tickets in Zendesk, including password resets, how-to guidance, standard setup tasks, basic functionality questions, common errors, and minor configuration adjustments • Communicate with clients to collect information, research issues, perform testing, and replicate problems to identify solutions or workarounds • Manage your ticket queue proactively—responding within 24 hours of initial request, and within 2 hours for urgent matters • Request and use client sandboxes to test and replicate environments when needed • Engage the right internal teams to escalate issues or unique requests The Reality Check: • You’ll navigate a learning curve—with a dedicated Practibuddy by your side • You’ll complete Salesforce Trailhead courses and work toward your Salesforce Associate Certification within your first 6 months • Our documentation is robust, but evolving; your feedback is valued • Curiosity is celebrated—questions are encouraged • We solve challenges as a team, not in silos The Growth Part: • Annual Learnbucks stipend for continued education • Transparent, real promotion pathways—we grow from within • Direct exposure to leadership and multiple departments • Shadow senior Support Engineers on complex issue resolution • Space to experiment, fail fast, and innovate What We’re Really Looking For The Must-Haves: • 1–2 years of experience in a technical support, helpdesk, or customer-facing technical role • Foundational understanding of SaaS platforms or CRM systems (Salesforce experience a plus) • Strong written communication skills—you’ll spend a lot of time writing clear, empathetic responses • Ability to troubleshoot and problem-solve methodically • Willingness to obtain Salesforce Associate Certification within 6 months The More Important Stuff: • Someone who’s comfortable being themselves (pets bombing Zoom calls welcome) • Curiosity about how things work and how they could work better • Appreciation for transparency (we share everything—pay, challenges, wins) • Collaborative spirit (our Slack channels cover everything from work projects to reality TV) What Taking This Leap Gets You The Practical Stuff: • Competitive salary: $55,000 – $65,000 (yes, we’re transparent about pay) • 20 days paid vacation, 10 days paid sick, 3 paid personal days, 3 paid volunteering days (all annual from day one) • Comprehensive benefits package • Annual Learnbucks for continued education The Cultural Stuff (The Real Reasons People Stay): • Your Practibuddy: Someone dedicated to helping you succeed from day one • Real Work-Life Integration: Not just a buzzword—we actually mean it with flexibility • Bi-annual Summits: Chicago gatherings for connection, collaboration, and yes, celebration (trust falls optional) • Genuine Connections: What you see on video calls is what you get in person • Internal Celebrations: We celebrate big and small wins in Slack and IRL Living Our Values Daily • Growth: Learnbucks, promotions from within, encouraged skill development • Collaboration: Cross-functional projects, open communication, mutual support • Transparency: Open pay scales, honest feedback, regular pulse surveys • Curiosity: Permission to experiment, questions welcomed, continuous improvement • Integrity: Real client feedback drives decisions, authentic relationships matter Ready to Join Our Community? This role reports to the Client Support Manager within the Enablement vertical. You’ll be working closely with the Client Success team. Start date is flexible, and yes, we’re fully remote with those amazing in-person summits. One Last Thing: We’re not just hiring a Junior Support Engineer—we’re adding someone to our community. Someone whose perspective will make us better, whose questions will spark innovations, and whose authentic self will fit right in with our perfectly imperfect team. Sound like your kind of place? Let’s talk. Practifi is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We value transparency in our hiring process. Please note that portions of our recruitment process may involve the use of AI-assisted tools to help review applications and match candidates to job requirements. All final hiring decisions are made by our human recruitment team, ensuring fair and thoughtful consideration for every applicant.

• Solve Complex Customer Issues: Reproduce and diagnose technical problems that L1 cannot resolve, providing clear solutions or workarounds. • Technical SME: Become a Subject Matter Expert (SME) in our product's features, and understand how the product works from a technical perspective, including network security and data extraction. • Explore an interesting, challenging domain: Mastering the fundamentals of cyber security and the internet. • Communicate at Scale: Provide real-time communication during incidents and write high-quality technical documentation for internal and external use. • Improve Processes: Identify opportunities to automate workflows or improve internal tooling to scale our support impact. • Collaborate Broadly: Work closely with Engineers and Product Managers to prioritize fixes and features based on customer impact.

• Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests. • Provide timely, accurate, and professional responses to support tickets. • Troubleshoot and resolve functional and technical issues, escalating when appropriate. • Conduct root cause analysis and implement solutions to prevent recurring issues. • Develop deep functional knowledge of OnePlan to effectively support end users. • Test new release updates and system enhancements; document findings and report defects or improvement opportunities. • Collaborate with internal teams to address complex issues and support system improvements. • Maintain accurate documentation of issues, resolutions, and support procedures. • Contribute to knowledge base articles and user documentation as needed.

• Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction. • Serve as the first point of contact for customer sites, providing prompt response and resolution. • Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers. • Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues. • Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs). • Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation. • Maintain clear, professional, and timely communication with customers throughout the support process.