• Logging owning proprietary software support issues and incidents until resolution and acting as primary support liaison between the company and its customers • Conducting regular follow ups with customers with recommendations, updates and action plans associated with tickets/issues • Documenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with Service Level Agreements throughout the lifecycle of the issue, until it is completely resolved • Analysis of software issues reported, identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by Service Level Agreements • Ability to diagnose address application issues • Exceptional ability to provide front-end support to internal departments and web-based clients • The ability to analyse log files and find problems based on exceptions recorded in application log files • The ability to identify steps to reproduce software issues that have been reported by our customers • Development of workarounds for software issues reported where workarounds do not already exist • Creation and maintenance of knowledge base content for peers and customer use and reference, ensuring that known issues and workarounds are clearly documented in the knowledge base • Identification of training needs for customers, and development of operation documents to address these issues • Collaboration with the Development, QC and QA teams on issue resolution; providing feedback to Development and QC to help improve the product quality and reliability • Setup of test environments as necessary for replication of customer reported issues and provision of documentation on these setups • Communicating application problems and issues to key stakeholders, including Management, Engineering, Professional Services and Sales teams • Contribute to the development and implementation of a best-in-class, multi-level customer support model, in consultation with other functions and stakeholders, that first and foremost seeks to empower and enable customers to resolve their own queries immediately by leveraging content and technology • Contributing to the continuous improvement of Kneat’s Customer Support processes and procedures • Becoming an application expert and training resource for the Customer Support team • Preparing end user and technical user documentation • Supporting Operations and Sales teams in the field for all project requirements, including specification development to customer requirements, installs, upgrades configuration • Attending customer meetings/sites, when required, to support issues, installations, training, go lives review meetings, always providing a high level of customer service • Ensuring that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues • Reporting non-conformances and managing the lifecycle of non-conformances in Kneat’s tracking system, ensuring traceability between Zendesk and Azure DevOps • Contributing to the continuous improvement of tech support strategies and productivity

• Own and manage incoming customer support tickets end-to-end • Investigate, troubleshoot, and resolve issues with a focus on first-level resolution • Prioritize tickets based on severity, impact, and SLAs • Develop deep product knowledge to support customers effectively • Troubleshoot issues including: detection models, alerts, and case management workflows • Document findings and escalate issues to Engineering when needed • Help improve support processes as the APAC customer base scales

• Standardizing existing and developing new standard sales content with appropriate variation by business practice (e.g., Benefits Advisory, HR Advisory, etc.) • Identifying and implementing content management tools and processes for intuitive, secure means of organizing, storing and accessing content • Creating sales collateral (one pagers, case studies, prospect and finalist meeting presentations) • Assisting herronpalmer team with sales-related writing support, including completion of customer- and prospect-specific proposals, responses to requests for proposal (RFPs), and statements of work (SOWs), using established templates and guidelines to support sales efforts and enable achievement of objectives • Administering day to day activities of the Sales department (data entry, data clean up, data manipulation, report generating, pipeline/activity tracking, after-territory calls, etc.) • Providing administrative project support for the sales and operations teams as needed; other administrative tasks as needed. • Ensuring the data integrity of Sales data for reporting purposes. • Maintaining all sales data integrity including pipeline, new business, sales meetings, individual territory and prospect strategy. • Assisting with logistics, as directed, around sales activities, including participation in weekly pipeline review meetings for review of project status and receipt of new assignments. • Supports business leaders on initiatives that involve sales efforts (surveys, drip marketing campaigns, conferences, and prospect events.) • Special projects as assigned

• Provide consultative support to assigned customers in defining or designing business processes and identifying enabling technologies based on customer requirements. • Create, test, and support integrations using EIB, Studio, Core Connectors, APIs (REST/SOAP), RaaS, PECI, XML/XSLT. • Partner with HR, Finance, Payroll, and IT teams to understand business needs and translate them into technical specifications. • Resolve integration errors, monitor performance, and ensure data accuracy and security. • Oversee the integration lifecycle, including deployments, system upgrades, and alignment with SDLC. • Research, test, and implement new HR system capabilities; manage Workday updates and new feature adoption, including impact analysis, testing, and deployment. • Develop and maintain documentation for configurations, integrations, and technical processes. • Work with internal teams, vendors, and third parties to implement solutions. • Act as a mentor to other team members, providing guidance and sharing HR functional and technical expertise. • Perform system integration activities for projects (technical integration testing, assessments, etc.). • Facilitate development of business solutions that combine knowledge of HR business processes, technological options, and process facilitation techniques. • Serve as an information source concerning human resources technology needs for internal HR management and staff. • Partner with enterprise HR functions regarding necessary changes to master data for payroll, recruitment, organizational management, training, and compensation.