• Providing second-line technical support for company applications (L2) • Monitoring system performance and availability • Registering incoming tickets and performing initial analysis • Resolving incidents and service requests related to company applications • Collaborating with engineers and specialists from other teams to resolve issues • Participating in the incident management process • Documenting solutions and maintaining support documentation

• Collaborate with Colleagues – Work closely with colleagues to understand customers' business objectives and technical challenges, contributing to the design and development of effective GenAI solutions tailored to client needs. • Apply GenAI Principles – Utilize modern tools and frameworks like LangGraph, to build scalable, reliable, and maintainable Compound AI systems. • Leverage your understanding of AI fundamentals to ensure every project meets rigorous industry and ethical standards. • Adapt to the latest Technologies & Patterns – continue to research, learn, and stay abreast of the most recent state of the art for AI application development. • Promote Knowledge Sharing –Bolster our culture of continuous learning by sharing knowledge about AI engineering best practices through blog posts, articles, and internal talks.

• Serve as a lifeline for users of platforms and technology • Handle all incoming requests for assistance and resolve issues • Collaborate with internal and external departments • Maintain responsibility for system and user administration for the entire organization • Troubleshoot root cause issues and resolve inquiries through Zendesk or email • Actively participate in projects related to systems integration • Train and educate employees and end users on systems and integrations

• Serve as a technical escalation point for customer-reported issues related to product behavior, data accuracy, and platform performance. • Investigate and reproduce bugs using application logs, databases, and analytics tools; clearly document findings and expected behavior. • Triage, prioritize, and track bugs and technical issues in collaboration with Engineering and Product teams. • Translate customer feedback, support tickets, and usage patterns into clear product requirements and feature requests. • Partner with Product to help shape the product roadmap by identifying recurring customer pain points and high-impact opportunities. • Act as the voice of the customer in internal product and engineering discussions. • Validate bug fixes and product enhancements before and after release to ensure issues are fully resolved. • Assist in defining acceptance criteria, edge cases, and real-world scenarios for new features. • Analyze customer behavior and trends using data tools to proactively identify friction points or adoption issues. • Collaborate with Support and Revenue teams to improve workflows, tooling, and customer communication around product changes. • Create internal documentation, runbooks, and product insights that improve support efficiency and product understanding. • Support launches by helping prepare release notes, internal enablement materials, and customer-facing explanations.