• Resolve technical issues across infrastructure, deployments, databases, caching, and web performance • Manage support tickets via Zendesk, with occasional live chat or voice support where needed • Contribute to platform reliability by monitoring alert queues and participating in on-call rotation during working hours • Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling • Improve documentation and knowledge sharing across global support teams • Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale • Identify recurring problems and suggest improvements to systems, workflows, and documentation

• Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service. • Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys. • Proactive Support: Monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients. • Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos. • Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth. • Industry Leadership: Stay plugged into fintech, cloud, blockchain, and SaaS trends.

• Collaborate closely with Sales Representatives, Service Technicians, and customers • Manage the technical support queue, providing timely troubleshooting • Research problems or questions for customers, Sales Forces, Service Technicians, or Operations personnel • Open Trouble Tickets/Service Requests for customers and input data into Salesforce and ServiceMax • Own the process of systematic returns and orders • Utilize SAP to accurately enter and book small parts, repair, and return orders • Troubleshoot discrepancies in the quoting tool • Identify incorrect information when booking using the SAP tool • Review and research incoming parts orders • Coordinate the shipment and pickup of parts to meet customer needs

Position: Technical Service Representative – Oil & Gas Location: Ideally, the ideal candidate is located in Midland, Texas (preferred), Houston, Texas. Candidates based in Oklahoma and Louisiana will also be considered. Territory: You will be supporting customers based out in Texas, Louisiana and Oklahoma – about 50% of travel is expected. Status: Full-time, permanent (1). This is a newly created opportunity! Calling out Chemical or Petrochemical Engineers! We are currently seeking a Technical Service Representative to join our team in Texas! In this pivotal role, you will serve as a trusted technical expert, delivering high-value engineering support to drive the performance and growth of Quadra’s Energy Group product portfolio. If you are looking to make a meaningful impact in the gas processing industry, this is an excellent opportunity to do so. Reporting to the North American Technical Services Manager, the Technical Service Representative provides advanced technical support to customers, lead technical training initiatives, and collaborate closely with commercial teams and clients to optimize plant performance and process efficiency. This role is ideal for a professional who thrives as a subject matter expert on our amazing products and services and offer guidance and assistance to internal teams and customers. The candidate should demonstrate a capacity for maintaining a long-term strategic perspective and proficiency in leading strategic discussions. Strong knowledge of gas plant operations and gas treating processes (including amine sweetening and molecular sieve dehydration) is essential for success in this role. We put people first so that together, we can reimagine the possibilities! Founded over 50 years ago, Quadra has grown into a thriving organization of more than 550 employees across North America. Throughout our history, we have built our success on strong relationships, entrepreneurial spirit, and a people-first culture. At Quadra, we take pride in fostering an engaging, collaborative, and family-oriented environment while offering the autonomy and flexibility that help our employees succeed. Recognized as a Great Place to Work®, we are committed to creating an environment where our people feel valued, supported, and empowered. You will be surrounded by passionate, innovative, and knowledgeable colleagues who are eager to collaborate and share their expertise. Today, Quadra is one of North America’s leading distributors of chemicals and ingredients, with facilities across Canada and in select markets in the United States. While we continue to grow, our long-standing commitment to our employees, partners, and customers remains at the heart of everything we do. If you are driven by excellence and want to contribute to a company with a strong legacy and an exciting future, you belong at Quadra. What would be your main responsibilities as a Technical Service Representative: - Provide on-site and remote engineering support to gas processing facilities across the territory, with a focus on process optimization, equipment performance and operational efficiency. - Lead and support troubleshooting services (remote and on-site), including emergency response, on our core products to service gas sweetening, dehydration and hydrocarbon recovery facilities. - Apply technical expertise in gas treating processes, including amine sweetening, molecular sieve dehydration. - Conduct joint technical visits with Account Managers and suppliers representatives to support customer initiatives and identify performance improvement opportunities. - Serve as a subject matter expert on product applications, delivering technical guidance to customers, suppliers, and internal stakeholders. - Develop and maintain strong technical relationships with Plant Engineers, Operations teams, and key stakeholders. - Prepare detailed technical reports, including data analysis, performance evaluations, and actionable recommendations. - Collaborate with supplier engineering teams to resolve complex technical issues and translate technical findings into practical, field-ready solutions for customers and internal teams. - Support plant start-ups, commissioning activities, and chemical program implementations in coordination with Account Managers. - Contribute to business development efforts by addressing technical objections and clearly articulating the value of proposed solutions. - Deliver technical training and knowledge-sharing sessions to customers and internal teams to enhance product understanding and operational effectiveness - Support customer satisfaction and retention initiatives through proactive engagement and continuous improvement efforts. - Document and maintain fully detailed records of prospect and customer contacts, technical issues, resolutions reports to be entered into Salesforce in a comprehensive and organized manner. - Monitor and report any changes in business trends, customer feedback, and competitor activity to support strategic decision-making. - Keep abreast of competitor product knowledge; analyze trends to identify opportunities for product improvement or new product development. - Participate in training, sales meetings, commercial training, to enhance sales productivity and technical knowledge, as authorized by the Technical Services Manager. - Represent Quadra at industry conferences, trade shows, customer meetings to promote products and services and gather market intelligence. - Collaborate and liaise cross-functionally to contribute to the continuous improvement of internal processes and procedures to address customer needs and ensure a satisfactory level of customer service. - Uphold a high standard of professionalism to build credibility and trust with customers and stakeholders. Key Attributes: We are looking for professional who demonstrates: - Curiosity, initiative, and proactivity, with a strong desire to understand customer challenges and identify opportunities for improvement. - A high level of professionalism in conduct, communication, and decision-making - Strong problem-solving and analytical skills, with the ability to identify issues, and develop effective solutions - Excellent planning, time management, and organizational skills, with the ability to manage multiple projects and priorities. - Attention to detail, particularly when interpreting technical and process data - Excellent written and verbal communication skills, including the ability to clearly convey complex technical information - Strong technical writing skills, with the ability to produce clear, professional reports - A collaborative, team-oriented mindset What are the requirements needed to have success in this position?: - Bachelor’s degree Chemical Engineering or Petroleum Engineering (required) - A minimum of 5+ years of experience in an operations or technical support role within the gas processing industry - Strong knowledge of gas plant operations and gas treating processes (including amine sweetening and molecular sieve dehydration) - Experience in the oil & gas and/or chemical distribution industry (preferred) - Demonstrated experience in troubleshooting, problem-solving, and technical report preparation - Ability to design, adapt, and implement methodologies to address operational challenges - Proven ability to resolve complex technical issues and deliver effective solutions - Track record of achieving performance targets and KPIs - Experience managing multiple projects and deadlines in a fast-paced environment - Proficiency in computer skills, including experience with a CRM (ideally Salesforce) and with the Microsoft Office suite - Willingness to travel up to 50% of the time, including overnight stays and long-distance driving - Valid driver’s license and passport is required At Quadra, we offer not only an engaging culture, a collaborative, family-oriented and supportive environment, but also plenty of autonomy and flexibility. We also offer you the opportunity to be part of a professional, fun, innovative and committed team in a growing, people-oriented, Great Place to Work® certified organization. Benefits for choosing Quadra: - Flexible Remote Work & Autonomy: Enjoy the flexibility to work from home and autonomy to manage your key territory! - Tailored training: We provide personalized training to support you and your growth - Permanent, full-time position: Join us for a stable, long-term career - Competitive salary & Performance Incentives: Your hard work is rewarded with attractive compensation and bonuses - Excellent Benefits Package: Medical, Dental, Vision and more to keep you covered including our Employee Assistance Program (EAP) - Generous Time Off: Flexible personal days, sick days and vacation to recharge - Wellness Programs: Enhance your quality of life with wellness initiatives, including health and mental wellness programs from healthcare leaders - 401K with match: Plan your future with our matched retirement program - Car & Tech Perks: We cover your car allowance, mileage, cellphone and internet costs. - Family-owned and support environment: Be part of a private, family-owned company with a strong infrastructure and core values - Award-Winning Workplace: Work in a certified Great Place to Work®, WEConnect Women Owned, and Best Managed Company! - Inclusive Culture: We celebrate diversity and caring for each other and having fun are part of our core values! - Career Growth: Unlock opportunities for development in a fast pace growing company - Fun Social Activities: Get involved in company events, Volunteering programs, etc. - Referral & Recognition Programs: Earn monetary rewards through our referral and employee recognition programs (years of service, merit awards, etc.) - And Much More! If you are looking to leverage your technical expertise to make a meaningful impact in the gas processing industry, we invite you to submit your application. This is an opportunity to apply your knowledge in gas treating and plant operations while partnering with customers to improve performance, reliability, and efficiency. Join us in driving technical excellence and delivering high-value solutions to our clients! Compensation Information: The annual base pay range for this position is reasonably expected to be $97,975.00 USD to $165,400.00 USD. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as job-related knowledge, skills, education, and experience. Base salary is only a part of the total rewards package - this role will also be eligible for a generous incentive program and benefits. Quadra’s salary ranges are benchmarked and are determined by role and level. Please note that the base pay shown qualifications, skill level, competencies, and work location. At Quadra, we are committed to offering a competitive and motivating compensation package that recognizes your expertise and supports your professional growth. #LI-Remote #quadra1 Quadra supports and values diversity and offer equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status and gender identity. Quadra also welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We recognize that some people do not identify themselves as either male or female. Therefore, whenever possible, we have opted for a gender-neutral wording in a non-discriminatory spirit.