Role Description We’re seeking a Technical Client Support Representative I (TCSR I) to serve as the front line of our client support experience. In this role, you’ll manage incoming technical requests through Zendesk, ensuring issues are clearly understood, well-documented, and efficiently routed to the right internal teams. You’ll play a key role in connecting client-reported issues to internal execution, translating client needs into actionable insights for Engineering and Operations. By maintaining high-quality ticket documentation and strong cross-team coordination, you help drive faster resolutions and a more seamless client experience. This is a great opportunity for someone who enjoys solving problems, bringing structure to complex information, and contributing to a high-performing, client-focused team. What You'll Do - Client Support & Ticket Management - Monitor and respond to client support requests submitted through Zendesk - Review incoming tickets to understand and assess reported issues - Gather additional information from clients as needed to ensure clarity - Maintain well-documented tickets with clear descriptions and supporting details - Issue Escalation - Escalate technical issues to the appropriate internal teams when needed - Create Jira tickets for issues requiring engineering review - Ensure escalated tickets clearly capture the issue, context, and client impact - Cross-Team Coordination - Partner with Client Success and Engineering teams to track and resolve open issues - Provide timely updates within Zendesk as issues progress - Help drive tickets through the resolution process efficiently - Documentation - Identify and document recurring client issues and support processes - Contribute to internal knowledge resources to improve team efficiency and consistency Qualifications - Experienced in client support, help desk, or a similar customer-facing role, with a strong focus on delivering a high-quality client experience - Comfortable working with ticketing systems such as Zendesk, Jira, Confluence, or similar platforms - A clear communicator who can translate client-reported issues into well-structured, actionable information - Highly organized and detail-oriented, with the ability to manage multiple requests and priorities simultaneously - Proactive and resourceful, with a problem-solving mindset and a willingness to dig in to understand issues - Collaborative by nature, able to work effectively across Client Success, Engineering, and Operations teams - Curious and eager to learn, especially within a technology or fintech environment Benefits - Competitive base salary - Performance-based bonus - Equity participation - Flexible PTO - Company-funded HSA - 401(k) with match - Paid downtown Nashville parking

Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7. Armis is a privately held company headquartered in California. Technical Customer Success Manager We are looking for a Technical Customer Success Manager (T.CSM) to join our growing Customer Success Team, who are a key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in their Armis Platform. This will include helping in aligning new use cases to the CISO goals, and identify growth opportunities by informing the customer of our latest innovations, capabilities, and products and match these to the clients’ business goals. In addition, the T.CSM will guide the customer in the successful adoption and operationalization of the Armis platform towards maximum value realization within all levels of the organization so hands-on technical delivery of the platform and configuration is required. The T.CSM serves as the business liaison between the customer and all cross functional teams within Armis, including our Executive team, Product Management, Engineering, Sales, Training and Enablement and others. We are highly collaborative and believe that success in one area can be replicated across many. Our team thrives on going above and beyond to deliver exceptional results, and we’re looking for individuals who are passionate about making customers successful. Responsibilities: - Lead adoption and implementation plans for platinum-level customers, ensuring value realization from the Armis platform. - Understand customer use cases and provide recommendations to improve security posture and platform utilization. - Build and maintain trusted relationships with technical stakeholders and decision-makers. - Act as the customer advocate within Armis, coordinating across teams to meet customer objectives. - Ensure deployment and configuration align with key business use cases and are delivered on schedule. - Stay current on third-party integrations and how they interact with Armis within customer environments. - Serve as a subject matter expert in your area of technical proficiency. - Partner with Product, Engineering, Support, and Sales teams to drive account success. Qualifications: - Bachelor’s degree in Computer Science, Information Systems, or related field, or relevant certifications (CISSP, Security+, CEH). - 2+ years experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical role. - 5+ years experience in network engineering, architecture, support, or design. - 5+ years experience in service delivery or technical account management in post- and/or pre-sales environments. - Strong communication and presentation skills across technical and executive audiences. - 3+ years experience in IT, security, healthcare tech, or similar environments. - Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures. Bonus Points: - Knowledge of healthcare/ICT devices, manufacturers, or applications. - Experience securing IT, IoT, or healthcare systems. - Familiarity with scripting languages (Python preferred). - Ability to travel up to 20–25% per quarter. Salary range guidance for this position is: $130,000 - $165,000 The salary range listed does not include other forms of compensation or benefits (e.g. i.e. bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis. The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity. Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization. Please click here to review our privacy practices.

• Lead adoption and implementation plans for platinum-level customers, ensuring value realization from the Armis platform. • Understand customer use cases and provide recommendations to improve security posture and platform utilization. • Build and maintain trusted relationships with technical stakeholders and decision-makers. • Act as the customer advocate within Armis, coordinating across teams to meet customer objectives. • Ensure deployment and configuration align with key business use cases and are delivered on schedule. • Stay current on third-party integrations and how they interact with Armis within customer environments. • Serve as a subject matter expert in your area of technical proficiency. • Partner with Product, Engineering, Support, and Sales teams to drive account success.

An inclusive work environment is an empowering one. At Cutover, we lead with empathy and enable others to succeed through curiosity, kindness, and self-expression. Location You can choose how often you’ll work from home vs the New York office - whether you’re fully remote or hybrid. Cutover’s Collaborative Automation SaaS platform enables enterprises to simplify complexity, streamline work, and increase visibility. Cutover’s automated runbooks connect teams, technology, and systems, increasing efficiency and reducing risk in IT disaster and cyber recovery, cloud migration, release management, and technology implementation. Cutover is trusted by world-leading institutions, including the three largest US banks and three of the world’s five largest investment banks. We’re looking for a Product Support Analyst to grow our US support coverage. Cutover Product Support Analysts provide exceptional support ensuring our growing B2B client-base have the best possible experience with Cutover. As a team, we’re committed to being the customer advocate, resolving technical issues, answering usage questions, and presenting workarounds where needed. The role requires excellent and confident communication skills, a strong knowledge of web/SaaS technologies, a keen investigative mindset, a positive demeanour and a dedication to continual improvement. What will you be doing as Product Support Analyst - Day-to-day support for our enterprise clients; prioritising requests, resolving technical enquiries, usage questions and keeping customers updated primarily via live chat and email tickets, with occasional phone support for high priority issues - Become a subject matter expert in the product features and functionalities - Investigate, troubleshoot and document product issues and collaborate with our QA and engineering teams to expand technical support knowledge - Assist in internal support documentation and process creation - Communicate with internal teams such as Customer Success and Product Management on customer feedback, concerns and opportunities - 9am-6pm Monday to Friday working hours, with occasional emergency out of hours/weekend phone support What we'd like you to bring to the table… - Strong communicator with a clear, professional, and friendly writing style - 2-5+ years customer facing technical support experience looking after cloud based SaaS products or web applications - Technically inquisitive and skilled troubleshooter - Strong attention to detail - Experience working within ticketing and live chat systems (e.g. Jira, Intercom, Zendesk etc) - Experience using DataDog or similar logging and monitoring tools - Comfortable adapting to change, learning on the fly and working under pressure with high profile clients - Takes diligent ownership of issues and customer experience Nice to haves… - Experience supporting major incidents - Working knowledge of Ruby on Rails, Postman, JavaScript/React or other development frameworks The good stuff… - We're excited to offer Share Options as part of our compensation package. - 20 days of PTO per year + public holidays, and we want you to take all of them! - 3 volunteer days to use for any charitable/voluntary cause you would like. - A top-tier private health insurance package. - 401k contribution plan - Work from home stipends - A personal learning and development budget through Learnerbly. You’ll be supported in your quest for knowledge, whatever that looks like to you. - If you’re thinking of starting or growing your family, then you’ll be in great company - more than half of our team are parents and we’ve built a globally consistent parental leave approach that we’re proud of. - Employee Referral Scheme. - Safeguarding the mental health of our teams is paramount for us. If you’d like to, then you’ll be able to avail yourself of multiple Cutover mental health initiatives, from fully subsidized therapy sessions to subscriptions to leading wellbeing platforms. Target compensation package: $70,000 - $85,000 + benefits. The salary range reflects our openness to mid-level candidates, with the final offer tailored to your experience, skills, and expertise. If we aren't aligned on salary at this stage, we’d still love to hear from you to better understand if there are more suitable opportunities at Cutover. Diversity Statement - Empowering Our Teams We encourage our team to bring their authentic selves to work, which we have found has strengthened workplace relationships and fostered a genuine sense of community. If you are excited by this role, we invite you to apply! Even if your profile doesn’t check all the boxes, please don't simply scroll past! We recognize that talent lies everywhere and that some demographic groups are more likely to apply for a "stretch role" than others. We are always open to different perspectives and professional backgrounds to keep Cutover's culture evolving and to ensure that we never stop learning. Cutover is an Equal Opportunity Employer. Maintaining an equitable hiring process is imperative to our mission. All applicants are considered without regard to race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran or parental status. 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