• be the first contact point for new customer support requests • drive technical issues to resolution • collaborate with Sales, Solution Consultants, Engineering and Product management to troubleshoot customer issues • maintain communications with clients on the status of all open requests • troubleshoot, investigate and solve customer issues in a timely manner

• Provide direct, high-quality technical support to customers across our products and services. • Troubleshoot complex technical issues and serve as an escalation point for team members. • Maintain deep product knowledge and continuously develop expertise to support evolving technologies. • Act as a mentor and role model for support team members, sharing best practices and encouraging skill development. • Provide daily operational oversight, including queue management, case assignment, and issue prioritization. • Offer coaching, informal training, and constructive feedback to strengthen team performance. • Monitor support activity and ensure service level agreements (SLAs) and quality standards are met. • Assist in documenting processes, troubleshooting guides, and knowledge base articles. • Partner with the Head of Support Operations to identify trends, escalate systemic issues, and recommend process improvements. • Contribute to strategic support initiatives, helping to shape processes, tools, and customer experience improvements in partnership with leadership.

• Troubleshooting software and hardware issues • Collaborating with internal teams to resolve escalated cases • Documenting solutions for knowledge sharing • Contributing to process improvements that enhance our overall support delivery • Working across our diverse product portfolio to become a trusted technical advisor to customers in mission-critical environments

• respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team • track all issues and their resolution and communicate outcomes to customers and partners • maintain case histories through our ticketing system and provide key information from customer interactions to PhD management • provide training, as needed, to ensure customers understand product functionality • assist with product orders and returns as appropriate • make outbound calls as needed to address key customer issues • assist with the development and delivery of training materials for customers, partners, and our after-hours support team • help oversee the performance of our after-hours support team • assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals • perform other job duties as assigned