• 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.

• Support Azure-hosted environments. You will provide tier 1 and 2 support across Azure Virtual Desktop (AVD), SQL databases, MSIX app streaming, and related Microsoft services. You will support cloud migrations and environment upgrades by performing environment testing, documentation, and troubleshooting. • Resolve technical issues. You will respond to a range of tickets, including password resets, printing issues, environment access, SQL errors, and plug-in failures. You will troubleshoot, resolve, and communicate problems based on priority, escalating when necessary. • Manage and optimize deployments. You will assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate processes for application updates and patches. • Work across server technologies. You will interact with IIS, Active Directory, File Servers, Domain Controllers, and API Servers to support performance, access, and integrations. You will assist with database backups, restores, and disaster recovery to ensure continuity and performance. • Document, track, and improve. You will log incident reports, resolution steps, and system notes in the internal ticketing system. You will identify opportunities to improve documentation, streamline support tasks, and share knowledge with peers.