• Under minimal supervision, configures and installs complex software for IT users' desktops and mobile devices. • Provides advanced technical support for software and hardware of end-user computing. • Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution. • As Digital Field Analyst, serve as the trusted IT resource responsible for building and managing market, corporate, and third‑party relationships while leading complex IT issues to timely completion. • Leads the resolution of complex Tier 3 support tickets escalated from the Digital Service Center. • Provides advanced functional and post‑development application support, including client installations. • Diagnoses complex or ambiguous issues by reproducing incidents, analyzing data integrity, and tracing transactions across infrastructure to identify root causes. • Coordinates with internal teams and external vendors as needed. • Produces data analysis, technical specifications for development fixes, and contributes to the design and maintenance of advanced system and application monitoring. • Generates operational and ticketing reports and drives technical support initiatives in alignment with senior leadership priorities. • Advises market area teams on IT equipment solutions, providing end‑to‑end support through research, analysis, and coordinated quote development with internal teams. • Willingness to travel to market area sites to deliver front‑line, on‑site IT support, ensuring rapid issue resolution and minimal business disruption. • Provide hands‑on technical assistance to end users in field locations, delivering high‑touch customer service and serving as a trusted IT point of contact. • Support desktop, hardware, software, and application needs for users online, in call queue and on site, partnering with multiple teams to resolve issues and improve user experience.

• Provide technical support to users in a fully remote setup • Troubleshoot issues via Teams, phone, and email • Maintain and document support calls • Collaborate with cross-functional teams as needed • Assist in the management of IT infrastructure and operational support • Ensure adherence to ITIL processes and best practices

• Investigate and resolve customer-reported and proactively detected bugs across backend and frontend systems, identifying root causes and implementing fixes • Monitor dashboards, logs, and alert systems to detect issues early and perform proactive health checks across critical workflows • Validate new feature releases in staging and production environments, identifying errors and ensuring quality before and after deployment • Support technical onboarding and implementation for new customers, including data validation, integrations, and issue resolution • Document root causes, resolutions, and recurring issues while contributing to knowledge bases, playbooks, and internal documentation

• The primary focus of the position will be on Braiins OS (Linux-based bitcoin mining firmware) and Braiins Manager (cloud-based solution for monitoring and controlling bitcoin mining operations). • You will work in cmd.exe, use Ubuntu and Linux command line, navigate API setups and remotely connect to our clients’ networks. • You will contribute to both public and private knowledgebases to ensure effective knowledge sharing. • You will help clients to install, configure it and troubleshoot any issues regarding our products (both technical and non-technical) while educating them on our products and their features. • You will be in day-to-day contact with numerous significant players in the bitcoin mining industry addressing their Braiins-related needs. • You will engage in continuous knowledge sharing with product and development teams, relaying customer feedback, and contributing to service improvements. • Willingness to travel to data centers to onboard and support clients on-site is a plus.