• Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering • Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms • Track and prioritize your case backlog, balancing urgency with impact on customer success • Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods • Work closely with Engineering on escalated bugs or feature requests • Uphold Granicus’s information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of customer data and systems • Participate in after-hours or weekend rotations as needed, providing advanced troubleshooting expertise for critical escalations

• Understand, reproduce and resolve complicated technical issues raised by customers • Own each customer question from initial creation to resolution • Manage support tickets to ensure timely resolution and follow-ups • Be the voice of the customer and prioritize recurring feature requests • Contribute to building technical support functions and documentation • Participate in on-call duties • Lead and improve Support operations

• Understand and clearly articulate customer needs and requirements • Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs • Brainstorm and implement ways to streamline processes for fast and adaptable support structures • Identify, verify, and reproduce difficult issues to solve customer problems from various sources. • Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery • Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues • Collaborate with functional testers in Quality Assurance for testing and regression analysis. • Facilitate resolution of complex issues involving multiple teams • Interact as part of multiple development teams to find customer solutions • Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution • Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders • Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement

• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • You must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities. • Supports customers per the details contained in the customer maintenance and support contracts. • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Following up on support issues, which include liaising with both the customer as well as Level 3 and Level 4 (R&D) team. • Analyze and debug CSG product applications issues. • Escalates opportunities and/or issues according to established procedures. • Performs Application Health Check. • Works on performance issues. • Works in different business times and on-call 24hs / 7 days. Shift work, stand by support and working on weeknights/weekends/public holidays is required. • Ad-hoc occasional travel to customer sites.