• Provide premier service and support to DDN’s largest and most critical customers • Employ multiple communication channels (phone, chat, physical and virtual meetings, cases, etc) to understand customer needs, develop trustworthy relationships, and exceed customer expectations • Work directly with customer technical staff to solve issues with sense of urgency, at times managing competing priorities • Create test plans and procedures for customer upgrades and maintenance • Work with DDN Product Engineering to drive product enhancements based on customer use and feedback (bug fixes, features, documentation) • Work with DDN Education on training engagements and opportunities for improvement • Help develop and maintain internal support tools (SW) • Occasional travel and on-site work • Participate in on-call rotations with short response times

• Provide intermediate level HVAC technical support to sales representatives, customers and service groups • Manages large amounts of incoming calls and emails • Promptly and accurately enters all incoming requests within Salesforce CRM • Maintains communication records, necessary paperwork within Salesforce • Build sustainable relationships and trust with customer accounts through open and interactive communication • Identify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customers • Communicates problem areas to the appropriate parties • Provides information to customers on an ongoing basis • Provides authorizations for parts warranty request upon identifying quality related opportunities • Conducts training sessions in a formal classroom or on the job site • Consults and collaborates with Engineering and Manufacturing on quality and product design improvements • Works closely with Manager on metrics, service opportunities, and manuals

• Provide technical support to customers through telephone and other forms of communication • Resolve Hardware, Software, Assay and Training related calls from customers • Independently resolve complex and routine issues while mentoring peers • Distinguish between hardware, reagent, and software issues to resolve customer’s issue

• Providing L2 & L3 Support around Tickets reported from Production Environments • Available till 11 AM Pacific time for overlap with US client and ready for on call support over weekend (once in a month) • Monitor, analyze, and troubleshoot ETL/data pipelines across Data Lakes and distributed systems • Conduct in-depth root cause analysis using SQL queries, system logs, and monitoring tools • Support microservices-based applications running in Docker and Kubernetes environments • Diagnose and resolve Linux server issues related to disk usage, memory, networking, and permissions • Collaborate with DevOps and CloudOps teams on system scaling, performance optimization, and configuration changes • Maintain and automate system health using cron jobs, shell scripts, and cloud-native tools • Drive end-to-end incident resolution, create detailed RCA reports, and implement preventive measures • Work with cross-functional teams to identify long-term solutions and enhance system stability • Ensure SLA compliance, maintain accurate documentation, and continuously improve support processes