• Act as a senior technical expert, providing in-depth support and proactive maintenance for a diverse customer base with varying levels of technical expertise. • Troubleshoot and resolve complex ingestion, indexing, and system performance issues related to Lucene/Solr, Lucidworks Fusion, and cloud-based infrastructure, utilizing Java stack traces, heap dumps, profiler snapshots, and performance diagnostics. • Identify, reproduce, and document product issues, working closely with engineering teams to influence product improvements and drive faster resolutions. • Lead incident response and root cause analysis for high-impact technical issues, ensuring timely and effective resolutions. • Participate in design and implementation of automation tools and monitoring frameworks to improve efficiency and scalability in cloud-based managed services. • Mentor and guide junior engineers, fostering a culture of continuous learning and knowledge sharing within the team. • Provide thought leadership in troubleshooting methodologies, optimizing system performance, and enhancing overall reliability. • Collaborate with global teams and customers across multiple time zones, ensuring seamless communication and issue resolution. • Clearly communicate with customers through ticketing systems like Zendesk to provide expert support.

• Supports implementation and operational activities within the Saviynt IGA platform • Focuses on configuration, testing, troubleshooting, and day-to- day platform support under the guidance of a Senior Architect or Technical Lead • Acts as frontline support during implementation and post go-live stabilization, helping ensure identity processes function smoothly for business users and IT teams • Configure Saviynt modules based on approved designs • Support deployment activities across development, test, and production environments • Troubleshoot common platform issues including certification errors, provisioning failures, and workflow delays • Assist with minor enhancements and configuration optimizations and support periodic access review campaigns and audit activities.

• Deal Execution & Closure: Working with the field sales organization, take ownership of the "commercial win" by addressing financial hurdles and business-case objections to drive deals to closure. • Custom Value Modeling: Build defensible, data-driven financial models (TCO, ROI, and NPV) that compare a prospect’s current vendor landscape, potentially failed AI projects, and technical debt against Unqork AI. • "Outside-In" Benchmarking: Develop proactive business cases using public financial filings (10-Ks) and industry benchmarks to provoke executive interest before deep discovery. • Champion Coaching: "Arm" internal champions with the narratives and financial data required to defend the Unqork AI business case during internal budgetary reviews and CFO audits. • Pricing & Packaging Strategy: Consult with the Deal Desk and Product teams to ensure Unqork AI’s commercial models capture the true value delivered while remaining competitive. • Programmatic Scalability: Build the "Value Playbook"—including self-service ROI calculators and training, along with customer facing business value assessments (BVAs) -- to empower the broader Sales and ADR teams to conduct value conversations independently. • Renewal & Expansion Safeguarding: Partner with Customer Success to conduct Value Realization Reviews (VRRs) that document proven ROI to secure high-stakes renewals and identify expansion opportunities. • Strategic Positioning: Contrast Unqork AI’s codeless architecture against the "AI Productivity Paradox," demonstrating how we avoid the ballooning maintenance costs of AI-generated "spaghetti code."

• Build and manage centralized observability platforms (Elastic, Prometheus, Grafana). • Design and optimize telemetry pipelines using OpenTelemetry. • Partner with software engineering teams to ease monitoring. • Write and edit code to automate manual processes. • Build sophisticated Grafana dashboards and alerting logic. • Create concise technical documentation and “golden paths”. • Integrate monitoring into CI/CD pipelines. • Assist teams in triaging production issues.