• Investigate and resolve technical issues raised by the Customer Success team through support tickets and product bugs. • Take ownership of fixing bugs and issues from the root cause, not just applying temporary workarounds. • Analyze patterns in support tickets to identify recurring problems and systemic weaknesses. • Design and implement backend solutions as needed to permanently resolve issues. • Work with APIs, workflows, and internal systems to diagnose failures and improve reliability. • Actively manage and coordinate stakeholders across Product, Customer Customer Success, Fincore, and Infrastructure to drive issues to resolution, align priorities, and ensure follow-through. • Improve internal tooling, workflows, or integrations that support Customer Success operations. • Document root causes, fixes, and learnings to reduce regressions and strengthen shared technical knowledge.

• Investigate and resolve reported issues from FoodChain ID Customers • Log, prioritise and keep issues up to date on the issues tracking system (FreshService) • Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible • Research issues and interrogate support materials and documentation to source solutions • Escalate issues to team leaders and management as appropriate • Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers • Ensure customer success through the FCID Recipes & Specification system • Log bugs with Development and manage customer expectations regarding delivery of fixes • Perform customer call backs and monitor calls through to resolution • Actively manage customer satisfaction and provide timely updates on call progress • Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls • Assist in the smooth migration of current on-premise customers to use the HG Cloud System. • Carry out supplier account creation and administration ensuring the process is managed and runs smoothly. • Carry out deep dive into data related issues, having experience of querying databases and ensuring best practice around resolution of data issues.

• Working with customers to resolve a wide range of issues with their Confluent deployments • Contributing to process development - we are a small team, so we are looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture • Communicating with our engineering teams to provide real-time product feedback from the field • Improving product documentation and authoring knowledge base articles and runbooks • Continuously enhance personal and team knowledge of Apache Kafka and associated products

• Deliver advanced on-site support including installation, implementation, optimization, maintenance and repair of gas chromatography systems • Troubleshoot and resolve complex system, method, hardware and software issues, often under time pressure • Act as a technical authority for customers, advising on best practices, preventive maintenance and system configurations • Proactively identify potential risks and performance limitations before they impact customer operations • Execute integrated system solutions involving hardware, software, networking and peripherals according to defined architectures • Serve as an internal escalation point for challenging technical cases and collaborate closely with Support, Sales, Marketing and R&D • Maintain accurate documentation and ensure full compliance with Agilent quality and regulatory standards • Share expertise by delivering technical training, workshops or mentoring for colleagues and customers • Support key or high-volume customers, including calibration and qualification activities when required