• 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.

Get to Know Us: It's fun to work in a company where people truly believe in what they're doing! At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications. Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance. Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers. Work, Play and Grow at BlackLine! Make Your Mark: BlackLine is seeking a highly skilled and experienced IT Service Desk Professional to provide dedicated technical support to our executive team and other designated VIPs. The ideal candidate will be a proactive, discreet, and customer-focused individual with a strong technical background and the ability to thrive in a fast-paced, high-stakes environment. This role is critical to ensure our executive leadership can work efficiently and securely without interruption. A high degree of confidentiality and discretion is paramount in this position, as is the flexibility to provide support both inside and outside of the office, sometimes at short notice. You'll Get To: - Provide a single point of contact for all IT-related issues for executives and VIPs, ensuring a seamless and personalized support experience. - Deliver proactive, hands-on support for all hardware (laptops, mobile devices, peripherals) and software (operating systems, productivity suites, business applications). - Offer immediate, 24/7 on-call support for critical issues, including support required outside of normal office hours, on weekends, and potentially during executive travel. - Set up and support executive-level meetings, including video conferencing, presentations, and other collaborative tools. - Troubleshoot and resolve complex hardware and software issues with a sense of urgency and professionalism. - Manage user accounts, permissions, and access to various systems in accordance with security policies. - Perform regular system maintenance, updates, and health checks on executive devices to prevent potential issues. - Assist with the evaluation and deployment of new technologies to enhance executive productivity and security. - Communicate technical information clearly and concisely to non-technical executives. - Maintain the highest level of confidentiality and discretion when handling sensitive company and personal information. - Develop and maintain strong, positive relationships with executives and their administrative staff. - Document all support activities and resolutions in the IT service management system. What You'll Bring: - 5+ years of experience in an IT support role, with at least 2 years dedicated to providing VIP or executive-level support. - Proven experience supporting C-level executives and their staff. - Expertise in supporting Windows and macOS environments. - In-depth knowledge of Microsoft 365 (Office, Teams, SharePoint, OneDrive). - Strong experience with mobile device management (MDM) platforms (e.g., Intune, Jamf) and supporting both iOS and Android devices. - Familiarity with networking concepts (TCP/IP, DNS, VPN) and troubleshooting connectivity issues. - Exceptional customer service, communication, and interpersonal skills. - Strong problem-solving and analytical abilities, with the ability to remain calm and professional under pressure. - A superior degree of professionalism, integrity, and the ability to exercise absolute discretion is required. Thrive at BlackLine Because You Are Joining: - A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation! - A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives. - A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity. BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week. Salary Range: USD $130,000.00/Yr. - USD $163,000.00/Yr. Pay Transparency Statement: Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans. BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form. Accommodations: BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.