• Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations. • Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence. • Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments. • Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components. • Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity. • Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads. • Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability. • Coordinate testing and validation of new hardware and software in production-like, real-world environments. • Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows. • Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.

• Provide product expertise for end-users and handle escalated issues • Partner with Client Success and Product Managers to share customer feedback • Support client operations by managing tickets and responding to issues • Analyze system requirements by consulting with users and applying techniques • Communicate progress by running diagnostics and following up with customers • Learn and gain exposure to tools to become a product knowledge expert

• Provide timely and effective responses to customer inquiries and issues. • Own and resolve complex logistics and SaaS customer issues. • Gain a deep functional and technical understanding of various SaaS products, including setup, configuration, and third-party integrations. • Accurately log and track customer issues in the ticketing system, ensuring follow-ups and proper escalation paths for resolution. • Collaborate with internal teams, including Product and Engineering, to document and escalate bugs and feature requests. • Develop and contribute to internal knowledge bases and customer help center content. • Identify patterns in customer issues and proactively suggest process improvements.

• Handle user requests via phone, email, or tickets submitted through the company's support tools • Perform in-depth analysis of incidents/problems to identify root cause and implement permanent solutions • Consult technical documentation and alternative information sources; reproduce and test issues in the environment • Prepare course content and training materials and share knowledge with other team members • Be responsible for, or assist with, managing service levels agreed upon with clients