• Take end-to-end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly. • Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer-environment, and product problems. • Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the CS team. • Create and continuously improve internal documentation so that both humans and AI-powered tools can reliably surface the right answers. • Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting. • Collaborate with Engineering to provide clear, well-scoped, and context-rich bug reports that accelerate prioritisation and fixes.

• Support Azure-hosted environments. You will provide tier 1 and 2 support across Azure Virtual Desktop (AVD), SQL databases, MSIX app streaming, and related Microsoft services. You will support cloud migrations and environment upgrades by performing environment testing, documentation, and troubleshooting. • Resolve technical issues. You will respond to a range of tickets, including password resets, printing issues, environment access, SQL errors, and plug-in failures. You will troubleshoot, resolve, and communicate problems based on priority, escalating when necessary. • Manage and optimize deployments. You will assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate processes for application updates and patches. • Work across server technologies. You will interact with IIS, Active Directory, File Servers, Domain Controllers, and API Servers to support performance, access, and integrations. You will assist with database backups, restores, and disaster recovery to ensure continuity and performance. • Document, track, and improve. You will log incident reports, resolution steps, and system notes in the internal ticketing system. You will identify opportunities to improve documentation, streamline support tasks, and share knowledge with peers.

• Serve as the technical anchor for our largest customers • Own technical resolution for inbound enterprise inquiries and incidents • Analyze logs and API usage patterns to identify errors • Create minimal reproduction scripts to confirm defects • Assess incoming requests by business impact • Provide technical data for Quarterly Business Reviews • Update stakeholders during service disruptions • Convert investigations into documentation and troubleshooting tools • Act as the voice of the enterprise customer for feedback

• Provide technical support to customers • Diagnose and troubleshoot software and network issues • Maintain accurate records in Salesforce • Collaborate with management and colleagues to ensure quality service • Obtain Public Trust clearance within the defined timeline