• Provide technical support for all Kevel products and customers via email, Slack and Zoom meetings • Investigate and resolve technical issues, primarily related to topics above i.e. ad decisioning, pacing, targeting and reporting, as well as product information, configuration settings and user management • Monitoring and managing the support ticket queue • Manage escalation of investigations, incidents and bugs to Kevel’s Engineering team • Help improve service and product quality by surfacing customer feedback to appropriate internal teams, such as the Product Team • Contribute to writing, editing and proofreading materials for the company's products, including documentation, manuals, instructional materials, etc. • Develop tooling to improve support investigations and resolutions • Perform other duties and responsibilities as required or requested

• Serve as a key resource for handling escalated customer issues, providing technical support and working towards issue resolution, escalating to senior support or product engineering when necessary. • Collaborate with Engineering teams to analyze product behavior, accessing code repositories as needed to help identify causes of issues and gather technical feedback. • Assist in developing, maintaining, and troubleshooting services built by the Support team, such as FastAPI applications that integrate with Zendesk chatbots to support customer workflows and automate ticket state changes. • Help build and deploy custom solutions for customers facing product limitations, including API-based automation scripts that offer additional functionality beyond the standard product. • Manage and resolve support tickets, ensuring timely resolutions while collaborating on escalations as required. • Contribute to improving the support experience by identifying common technical issues and suggesting process or documentation enhancements. • Conduct troubleshooting and root cause analysis, using product knowledge to provide helpful feedback to customers. • Support the review and refinement of support processes, aligning with industry best practices to improve efficiency and service quality. • Learn from senior support engineers, gaining insights into advanced troubleshooting techniques and building product knowledge. • Contribute to the self-service knowledge base by creating and updating technical articles to enhance resources for customers and internal teams. • Stay current with product developments through participation in training, technical workshops, and internal briefings to build product expertise.

Role Description As part of the Intelex Support Team, the Support Analyst is responsible for providing application technical support to Intelex’s customers. Key responsibilities include analysis, debugging and resolution of issues that customers have with the Intelex software. - Manages a fast-paced queue of support inquiries and requests. - Assesses support inquiries to identify whether issues are system or user related. - Communicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolution. - Troubleshoots and debugs qualified system issues. - Investigates and analyzes the root cause of qualified system issues. - Categorizes and documents qualified system issues for the Research and Development Department. - Ensures customer requests are acknowledged and resolved within service level agreement times. - Keeps customers up to date on cases pending confirmation when applicable. - Works closely with various departments to ensure solution resolution and excellent customer service. - Acquires, maintains and applies detailed knowledge of Intelex’s product and applications. - Identifies and documents opportunities for improvement based on customer suggestions. - Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process. - Maintains a consistent number of open/closed tickets and customer satisfaction scores. Qualifications - Strong analytical and problem-solving abilities. - Clear and effective communication skills, both written and verbal. - Ability to explain technical concepts to non-technical audiences. - Organized, self-motivated, and customer-focused. - Familiarity with web-based application architecture. - Understanding of object-oriented design principles. - 1–3 years of experience in technical support, web applications, or quality assurance. - Degree or diploma in Computer Science, Information Systems, or equivalent experience. Requirements - Knowledge of ASP.NET, XML, JavaScript, SQL/T-SQL. - Experience with Microsoft Office, screen capture, and time tracking tools. - Familiarity with Environmental, Health, Safety, or Quality domains. - Bilingual (any language). - MCSE certification. Other Requirements - Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification. Benefits - This position is also eligible for bonus as part of the total compensation package. Pay Range - The salary range for this position (in local currency) is 54,600.00 - 73,800.00.

• Own day-to-day IT support for employees across time zones, including triage, troubleshooting, and resolution for hardware, software, access, and network issues. • Provide high-quality onboarding and offboarding, ensuring new hires are productive quickly and departures are handled cleanly (device return, access removal, account deprovisioning). • Build and maintain internal documentation, runbooks, and self-serve workflows that reduce repeated requests and improve employee experience. • Operate a reliable ticketing and prioritization system, with clear communication and strong follow-through. • Administer and improve identity and access workflows in Okta, including group strategy, app assignments, SSO configurations, and access request patterns. • Manage endpoint fleet operations using Workspace ONE, including provisioning, configuration baselines, patching workflows, encryption posture, and inventory hygiene. • Own laptop lifecycle management: procurement, standard builds, repairs, replacements, asset tracking, and secure disposal. • Partner with Security to support access reviews, MFA enforcement, device posture policies, and incident response needs (while keeping IT operations pragmatic and low-friction). • Administer Google Workspace, including user lifecycle management, groups, shared drives, permissions, and baseline configuration standards. • Administer Slack workspace operations, including access management, role-based administration, and configuration that supports both productivity and security needs. • Improve SaaS sprawl and vendor hygiene by helping maintain an accurate inventory of internal tools, owners, and renewal timelines. • Support rollout of new internal tools and changes with clear planning, documentation, and stakeholder coordination. • Partner with Security, Engineering, and Operations to translate requirements into practical IT controls and workflows. • Identify operational gaps and lead projects to close them, such as better onboarding automation, improved device compliance reporting, or clearer ownership of internal systems. • Provide visibility into IT health, recurring issues, and improvement opportunities through lightweight metrics and regular updates.