• Provide technical support to customers • Diagnose and troubleshoot software and network issues • Maintain accurate records in Salesforce • Collaborate with management and colleagues to ensure quality service • Obtain Public Trust clearance within the defined timeline

• Provide technical support aligned with specific product vertical • Diagnose, troubleshoot, repair and debug complex software and/or networked systems • Create, resolve, and maintain tickets

• Provide ongoing support for AWS-based technology platform • Build and maintain working knowledge of AWS services • Coordinate with Client Success teams to troubleshoot technical issues • Collaborate with Product Management and Engineering teams to resolve product-level problems • Write and maintain technical playbooks and documentation • Prepare detailed incident reports and post-mortems • Provide on-call support with defined response time commitments • Scale availability during release schedule spikes

• Deliver definitive fixes for complex technical challenges between Support and Engineering. • Transform technical friction into growth by providing insights that drive software improvement. • Protect the user experience through product mastery, ensuring escalations are handled well. • Perform root-cause analysis on complex, high-impact issues. • Manage escalations with urgency, balancing urgent and long-term projects. • Collaborate with Developers and Product Managers to prioritize hotfixes. • Translate complex resolutions into actionable documentation for Tier 1 and Tier 2 teams. • Communicate complex technical failures clearly to client stakeholders.