• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • He/she must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities. • Hands on Singleview product knowledge and experience in using provisioning and order management systems tools to initiate and track the service activation process. • Must be aware of bulk provisioning process. • Supports customers per the details contained in the customer maintenance and support contracts. • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team. • Analyze and debug CSG product applications. • Ensures CSG Support Tool is always updated with the latest ticket details. • Delivers product installations according to internal procedures. • Assist direct line manager with reporting on KPIs and team progress. • Escalates opportunities and/or issues according to established procedures. • Performs Application Health Check. • Works on performance issues. • Works in different business times and on-call 24hs / 7 days. • Shift work, stand by support and working on weeknights/weekends/public holidays is required. • Ad-hoc occasional travel to customer sites.

• Respond promptly and accurately to high volumes of technical support requests through multiple support channels • Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations • Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues • Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training • Collaborate with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training team, and VMIPS to deliver seamless support • Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system • Manage the end to end case handling and case management including case processing for reporting to regulatory authorities • Adhere to case management guidelines to ensure key performance indicators and service levels are met • Exercise judgement and autonomy when handling customer dissatisfaction complaint • Review available account information and data to address and resolve customers concerns • Leverage available Tech Support policies or procedures to address customer concerns • Handle escalations through defined pathways as needed • Consult and communicate to internal teams as need to ensure customer retention • Initiate product returns (replacement, investigation, repair) within the Customer Relationship Management system • Process orders to enable troubleshooting, replace defective products, and provide customer accommodations • Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures • Adhere to Zoetis policies, procedures, and objectives • Participate in special projects and assignments as needed

• Deliver outstanding support to our open-source users and enterprise customers via multiple channels, including chat, forums, GitHub, and phone. • Develop deep technical expertise in GitOps, Argo, and Akuity’s offerings. • Troubleshoot, diagnose, and resolve customer issues promptly and accurately. • Recognize common support patterns and escalate issues to engineering when appropriate. • Help build and iterate on our support playbook, processes, and systems. • Contribute to improving Akuity’s documentation to enhance the customer experience.

• Evaluate, design, document, install, test, implement, monitor, and maintain complex UNIX/Linux-based applications such as GPP, GCP, Total Payments, and infrastructure solutions; • Configure and support production, testing, and development environments (Solaris/AIX/Linux); • Perform troubleshooting, prepare, update, and maintain technical documentation and RFPs; • Capacity planning, DR (Disaster Recovery) configuration, and implementation and testing of High Availability solutions; • Evaluate, recommend, install, and configure tools for event monitoring, capacity planning, and performance monitoring on UNIX/Linux systems, ensuring automated 24/7 monitoring of applications and production systems; • Conduct technical training; • Other routine tasks within the area.