• Provide comprehensive technical support for Avigilon Alta Video and Access systems • Manage inbound support inquiries via various channels (phone, email, chat, WhatsApp, SMS, Partner Portal, Support Community) • Document step-by-step troubleshooting performed in support cases within the Support CRM system • Collaborate with team members to resolve issues and escalate unresolved cases in a timely manner • Engage in internal training sessions conducted by Senior Support/Escalations and Development teams • Create, edit, and submit internal Knowledge-Centered Service (KCS) articles

• Serve as the primary contact for technical support requests from enterprise customers. • Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems. • Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context. • Respond to customer questions about platform functionality, integrations, and configuration. • Maintain detailed records of all customer interactions and resolutions in the support system. • Collaborate with internal teams to ensure customer feedback informs product enhancements. • Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources. • Conduct post-mortems to identify root causes and recommend preventive measures. • Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively. • Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.

• Be Fanatically awesome all the time! • Be an active advocate for customer satisfaction • Provide technical excellence for systems, software, and hardware • Document/Update internal Kb’s, SOP’s, Wiki’s • Ask educated questions and listen to customers to determine the root cause of issues • Work through the problem-solving process with customers, empowering them to do the same in the future • Participate in training incoming staff • Report significant and recurring issues • Participate in the After Hours Escalation on-call rotation

• Gestionar solicitudes de soporte técnico de los clientes de IBM Power para Google Cloud • Resolver problemas de producción • Colaborar con equipos de ingeniería internos • Proporcionar análisis de causa raíz y mejoras de soluciones