• Serve as a dedicated point of contact and advocate for a portfolio of customers within the OutSystems Growth segment, building strong relationships and understanding their evolving needs. • Work closely with OutSystems Accounts teams to drive the customers’ Application and Agentic strategy with OutSystems. • Answering Technical and Best Practices questions from customers. • Proactively develop and implement scalable engagement - perform technical reviews and share knowledge to identify and prevent potential issues. • Understand your customers' OutSystems ecosystem and IT landscape. • Provide excellent customer engagement regarding their OutSystems use. • Ultimately… turn customers into highly successful advocates of the OutSystems technology.

• Provide daily expert guidance to existing customers • Develop strong relationships with customers, sales, and product teams • Proactively guide customers through their architectural and product setup and decisions • Troubleshoot and solve complex situations collaborating with Developers and Field Engineers • Contribute to Solo.io projects by submitting issues, pull requests, and documentation • Stay current with fast-moving additions to Solo.io products and related technologies to retain domain expertise and credibility • Manage stressful situations with calm professionalism, empathy, and compassion • Actively engage with the Solo.io community and related open source projects to foster adoption and grow external contributions

• Drive customer success and ROI by defining success metrics, tracking adoption, and ensuring clients achieve measurable business outcomes such as call automation rates, cost savings, and customer satisfaction improvements. • Manage client relationships by conducting regular check-ins, strategic reviews, and ensuring alignment between customer goals and platform capabilities. • Guide Forward Deployed Engineers by directing FDEs on client priorities, success targets, and implementation strategies to ensure technical delivery aligns with business goals. • Monitor account health by tracking usage patterns, identifying churn/downgrade risks, analyzing root causes, and developing mitigation strategies with the FDE team. • Drive expansion and upsell by identifying opportunities to expand voice AI automation across additional call types or departments • Act as customer advocate by representing client needs internally and ensuring product roadmap addresses customer requirements

• Own escalated technical issues once they exceed frontline or Tier 2 troubleshooting. • Reproduce and validate bugs across production, staging, or test environments. • Determine whether issues are product defects, data inconsistencies, configuration problems, or expected behavior. • Query databases and review logs to understand system state and failure modes. • Test backend APIs to isolate and confirm root causes. • Write or adapt lightweight scripts to support investigation, validation, or data analysis. • Create high-quality engineering tickets with clear problem statements, reproduction steps, expected vs actual behavior, and supporting evidence. • Partner with Product and Engineering to clarify scope, impact, and priority of escalated issues. • Identify patterns and recurring issues to help surface systemic problems.