• Assist customers and act as an escalation point for Technical Support related issues within our Contact Center product. • Take on escalated, difficult troubleshooting situations and follow the ticket through to the final stage to ensure customer satisfaction throughout the entire process. • Provide front line, direct support to a designated customer segment and work closely with carrier partners to help ensure proper functioning of Intermedia products and service. • Support team members through escalation, resolution, and training.

• Manage, troubleshoot, and optimize cloud-based services • Act as a subject matter expert for cloud infrastructure • Lead investigation and resolution of complex customer issues • Prepare and conduct root cause analysis for incidents • Develop and maintain automation scripts using Python and Ansible • Provide end-to-end escalation, monitoring, and emergency support • Liaise with customers to deliver tailored technical solutions

• Respond to support requests through multiple channels and following documented processes • Document support interactions in a company-wide case management system • Document problems and solutions in short and clear articles for our knowledge domain • Advance unresolved issues to senior staff • Research, verify, and document product defects • Manage personal backlog of support requests • Manage customer and partner expectations by providing updates on progress • Participate in product BETA programs and product testing events organized by the product division development teams • Remain informed on improvements in supported products in relevancy to the ENI industry • Support the fundamental development of knowledge base quality • Influence product management and product development to make improvements

• Act as the first line of support for technical issues raised via support tickets, Slack channels, or through Customer Success Managers, communicating clearly and effectively with both technical and non-technical stakeholders throughout the resolution process. • Work directly with customers to integrate Northbeam into their ecommerce and analytics infrastructure, or to assess and resolve issues when troubleshooting is required. • Diagnose and resolve technical issues by analyzing customer implementations, including scripts such as Pixels and Orders APIs. • Own data quality issues end-to-end, partnering with internal teams to address proactively flagged issues and working with customers to resolve them. • Escalate complex or product-level issues to Engineering when appropriate, providing clear context and reproduction details. • Continuously improve external-facing documentation to enable smoother onboarding and more self-serve customer workflows.