• Represent Whitefox Blueprint values, standards, and safety culture to customers and external stakeholders during site visits and support activities • Conduct on-site data collection, performance evaluations, and process reviews to assess system operation and identify improvement opportunities • Support commissioning and startup activities, ensuring facilities are brought online safely and effectively • Lead troubleshooting activities to resolve operational issues and minimize downtime • Identify opportunities for production capacity improvement, energy efficiency, and process optimization • Develop and maintain Standard Operating Procedures (SOPs), operating guidelines, and programming guidance for ICE systems • Provide technical input to engineering teams to ensure designs are practical, operable, and aligned with real-world operating conditions • Maintain strong customer relationships through regular engagement, site visits, and responsive technical support • Support the development and delivery of operator training materials and on-site training sessions • Collaborate with internal teams to feed customer insights and operational learnings into product, process, and system improvements • Collaborate with the sales team to support customer discussions related to system operations, maintenance and lifecycle performance

• Specialized technical support for Ping Identity Identity and Access Management (IAM) systems for large and medium-sized enterprises • Handling and resolution of technical incidents related to Ping products (PingFederate, PingAccess, PingDirectory, PingOne) • Analysis and troubleshooting of authentication, authorization, and integration issues • Support configuring and maintaining access policies and authentication flows • Support for SAML, OpenID Connect and OAuth integrations • Documenting solutions and creating knowledge base articles • Collaboration with project teams during implementations to ensure proper support • Proactive environment monitoring and identification of potential issues • Technical escalation to specialized teams when necessary • Training and guidance for end users on basic functionality

• Supporting Existing Customers • Review and catalog the network(s) for clients and confirm they are VoIP equipped • Ensure phone and feature setups are working properly • Provide recommendations on future enhancements • VIP Customer Escalations • Assist the Retention Team in resolving escalated customer problems • Provide high-level support as a contributor to Partner Support • Ability to balance inbound calls and emails, as well as assisting the Partner Support Team in a scheduled environment • Handle escalated issues sent to you by management and executive leadership • Provide customer-focused support using clear and descriptive methods • Manage and complete projects on time • Work within multiple scheduling and ticketing programs • Coordinate with various departments to provide internal education and assistance • Advise customer on network topology and configuration • Determine the source of customer issues (hardware, software, user access, other) • Document resolutions for future reference

• Resolve complex support issues from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses. • Own ticket triage & prioritization, identifying the root cause of issues and escalating appropriately. • Troubleshoot technical issues related to invoicing, payments, integrations (e.g., QuickBooks, NetSuite, Stripe), and merchant data workflows. • Identify patterns and recurring issues, providing actionable insights to Product & Engineering. • Educate and empower merchants, proactively guiding them on best practices for using Tabs. • Collaborate with Customer Success, Engineering & Contract Operations, ensuring high-priority issues are addressed efficiently. • Contribute to internal documentation, improving processes and reducing repeated inquiries. • Ownership - You won’t just resolve issues—you’ll drive improvements, identify trends, and proactively prevent recurring issues.