• Provide comprehensive technical support to enterprise customers • Serve as trusted advisor ensuring success with the Cyara Platform • Create great experiences for customers when they need help • Manage support cases to enable fast resolution of inbound requests • Contribute and maintain internal and customer-facing content in the Knowledge Center • Learn Cyara products intimately and help customers • Investigate issues in the product and partner closely with engineering to fix issues • Document defects that are escalated to the Engineering team

• Drive your team’s performance ensuring best-in-class customer satisfaction across all support channels (e.g. phone, chat, web). • Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management. • Effectively manage staff and contract partners critical to our frontline success, reviewing SLA’s, quality and ensuring consistency. • Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing. • Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization. • Provide effective reporting to peers and management on KPIs, key objectives, and measures. • Successfully manage onboarding and continuing education needs for the frontline team. • Analyze and report on top customer trends to identify opportunities for training, process, or product improvement. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices. • Hire, develop and lead an inclusive, engaged, and high performing team.

• Providing exceptional customer, technical, and product support to customers • Responding to customer support tickets and resolving issues • Supporting peers in order to increase overall efficiency of the whole department • Maintaining expert level proficiency on the system • Troubleshooting technical issues and maintaining strong communication with the customer throughout the process • Identifying, testing, and escalating websites issues to QA as necessary • Using down-time to complete File Recs from the service queue

• Consults with Contractor and Government management to solve complex litigation support requirements • Makes recommendations for technical solutions including applications development, applications maintenance, documentation, quality assurance and user support • Provides technical advice, supervision, and guidance to the contractor support team • Evaluates programs in terms of efficiency, effectiveness, quality and interoperability with client systems • Evaluates software and hardware requirements along with short and long range planning, including systems integration solutions and telecommunications requirements • Translates advanced concepts into practical and effective solutions using structured techniques to define requirements • Develops feasible alternatives and estimates costs of implementation • Makes presentations of findings, recommendations, and specifications in formal reports and oral presentations to a variety of audiences, including non-technical personnel • May be required to perform supervisory or managerial duties