• In Your role as a Customer Success Engineer (m/w/d), your mission is to serve as the primary technical point of contact for our customers for all questions related to our software solution and to ensure prompt and sustainable problem resolution • In addition, you will develop, maintain and own the "Technical Roadmap" for each customer and drive adoption as well as the strategic expansion of ProSolution solutions • You bring experience in Key Account Management and understand how to strategically build and maintain long-term customer relationships • With your open and customer-oriented manner you provide our customers with the necessary (technical) support for all customer inquiries • You are responsible for setting up our software at customer sites, independently analyzing issues and responding to user requests — by phone, email or remote access — and you document all processes carefully • You support our customers with everyday questions as well as specific issues related to our software and guide them through onboarding • Building and continuously developing expert knowledge of our products comes naturally to you • Through your interactions with customers, your colleagues in Customer Success, Sales and the Product team, you form an important interface and increase the value of our services

• Own implementation outcomes and long-term success for use cases in our Intake Authorization Suite, serving as the subject matter expert to guide early alignment, efficient and robust implementations, and scalable support mechanisms for a critical and growing segment of our business • Serve as a player-coach on our Technical Customer Success team, balancing hands-on technical leadership with building a high-performing team that can manage Intake Authorization implementations day-to-day • Drive time-to-value for our Intake Authorization customers by designing efficient, repeatable implementation templates and playbooks, and continuously refining onboarding workflows • Collaborate deeply with cross-functional teams, including Account Management, Sales, Product, and Engineering to gather requirements, configure solutions, and ensure ongoing value delivery • Lead technical problem solving—from SQL queries and Python scripts to API/FHIR integrations—directly unblocking implementations when needed • Build tight feedback loops with Product and Engineering, ensuring customer insights shape roadmap priorities and product enhancements • Own KPI outcomes for Intake Authorization implementations including time to value, customer satisfaction, and resolution times, and ensure the team is tracking and exceeding targets.

• Primary technical and strategic point of contact for a defined portfolio of enterprise customers • Build and maintain long-term, trust-based relationships with customer stakeholders • Ensure successful onboarding, adoption, and continuous optimization of the ANOW! Automate and ANOW! Observe solutions • Conduct regular service reviews, health checks, and strategic alignments with customers • Analyze customer environments to identify optimization opportunities, performance improvements, and risks • Identify cross-sell and upsell opportunities based on customer development • Translate customer feedback into concrete requirements for Product Management and Engineering • Collaborate with Support, R&D, Product Management, and Sales to ensure high customer satisfaction • Support customers in implementing best practices in Workload Automation, Observability, DevOps, and Cloud technologies

Role Description We are looking for a Technical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. This role will act as the central point of contact during critical service disruptions, ensuring effective communication with stakeholders and maintaining high customer satisfaction. Key Responsibilities - Manage and coordinate critical customer escalations in a global environment - Act as the single point of contact for high-severity incidents - Collaborate with cross-functional teams to ensure timely issue resolution - Provide regular updates to customers and internal stakeholders during incidents - Track incident progress and ensure accountability across teams - Maintain incident documentation and reporting - Provide weekend or off-hours support when required Qualifications - 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations - Proven experience supporting enterprise-level customers in English and at least one of the following languages: Mandarin, Korean, or Japanese - Strong written communication skills in English and proficiency in Global Mandarin, Korean, or Japanese - Comfortable collaborating with global teams across multiple time zones to deliver timely and effective resolutions - Demonstrates a strong sense of ownership, accountability, and responsibility - Able to perform effectively under pressure while meeting strict SLAs - Capable of handling challenging customer situations with professionalism and composure Working Arrangement - 9 working hours per day, inclusive of lunch break - 4 weekdays and 1 weekend shift per week - Employees may be required to observe the public holidays of the supported country (e.g., Japan or South Korea), depending on project assignment Company Description Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers.