• Diagnosing and troubleshooting technical issues remotely • Taking charge of customer issues from beginning to end - while working in a dynamic and fast-paced environment • Responding to customer escalations and inquiries related to Mashgin's hardware and software • Maintaining a subject-matter expert level of knowledge of deployment systems and software • Leveraging chat, email, and video conferencing to help our customers with deployment systems, software, and hardware issues • Reviewing and resolving issues by utilizing support documents • Becoming a product expert - you'll be a go-to resource for both customers, clients, and internal team members • Occasionally traveling the country to help deploy and launch new locations and help customers (10% travel is expected)

• Ask customers targeted questions to quickly understand root cause of their issue. • Call screening and logging through CRM software. • Effectively communicate with end-users of varying technical capability and roles via various channels (phone, email, Chat etc.) to identify/resolve technical issues. • If the first level is unsuccessful, ticket management, and transferring call to second level remote support team. • Be available for incoming calls and pull work from an incoming queue. • Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue. • May be called upon with short notice to assist the support team in the event of unexpected or unpredicted demand for support. • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. • Build knowledge base to reduce reliance over time on other internal resources. • Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support. • Accurately document and update tickets in the tracking systems. • Able to maintain a personal queue of open requests. • Maintain communication with the customers on the status of all open tickets. • All responses should be professional, complete, well formatted, and consistent with prior communications. • Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions. • Properly escalate unresolved issues to appropriate technology teams. • Provide necessary information/observations/logs all required support to next level or developer for diagnose a reported/escalated problem. • Good sense of end-user satisfaction. • Ability to describe incident and requests as part of ticket treatment. • Ability to create and update operational procedures (issues resolution, requests, and administration procedures).

• Become an advanced user of the Brandwatch product suite, applying a hands-on and forward-thinking approach to solving customer data framework and setups • Partner with customers and internal stakeholders to design and implement technical solutions aligned to customer objectives • Build and deliver scalable data solutions, including: • Query writing and data configuration • Dataset creation, cleaning, and segmentation • Visual dashboards and data frameworks • Present technical deliverables to both technical and non-technical audiences, translating complexity into clarity • Work largely independently while managing multiple priorities and deadlines, maintaining a high bar for quality and accuracy

• Take end-to-end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly. • Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer-environment, and product problems. • Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the CS team. • Create and continuously improve internal documentation so that both humans and AI-powered tools can reliably surface the right answers. • Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting. • Collaborate with Engineering to provide clear, well-scoped, and context-rich bug reports that accelerate prioritisation and fixes.