• A GIS Support Technician is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. • Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. • The position will require some travel and after-hours on-call support time. • The role demands a blend of GIS knowledge, Esri-based systems, and field staking software expertise. • Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all GIS and Staking products and services function properly • Advises customers on system settings and configurations that favorably impact software performance and user experience • Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team • Translate operational and system processes into clear instructions and/or explanations as knowledge articles • Document all customer interactions in a support ticketing system • Adapt to new technologies and changes in software functionality through continuous product release cycles • Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility.

• Guide and mentor team members in developing their technical skills and troubleshooting capabilities across all disciplines supported by CoreWeave. • Provide real-time feedback and coaching, reviewing tickets to identify opportunities for improvement and ensure quality assurance (QA). • Develop and deliver training sessions to improve the team’s proficiency and efficiency in resolving customer issues. • Use technical expertise to investigate, debug, and resolve customer-impacting issues with the curiosity required to uncover and understand root causes. • Maintain high customer satisfaction through swift, accurate, and empathetic high-touch support communications, as well as established best practices. • Help design and implement troubleshooting best practices to ensure fast, accurate client resolutions. • Contribute to refining processes, workflows, and playbooks for handling complex customer challenges. • Serve as a technical escalation point for high-priority escalations or complex cases, modeling effective problem-solving approaches. • Lead the creation of knowledge-sharing resources, including documentation, tutorials, and how-to guides. • Enhance the support team’s knowledge of CoreWeave’s products and services through continuous learning initiatives. • Includes consistent shift work with participation in on-call rotations. Occasional after-hours and holiday coverage required.

• Participate in the administration, configuration and daily support of the Enterprise System performing route cause analysis and troubleshooting issues reported by end users to provide quick resolutions. • Perform application support, troubleshooting complex issues and escalating as needed to vendors, developers or IT. • Work closely with development teams with Quality Assurance of system enhancements and new applications. • Triage and Dispatch issues using a help desk ticketing system • Develop and Maintain end user and technical documentation • Bring forward suggestions for improvements of systems, network, applications strategy and execution • Perform scheduled routine system maintenance • Continuously develop system expertise • Other responsibilities as assigned

• Support Technicians help clients manage their technology and support their employees. • Assist and mentor ST1. • Field all incoming calls and assist with e-mailed tickets as needed. • Handle support tickets and work to resolve client issues within SLA times. • Work with the team to provide top quality service. • Create tickets, document detailed notes, and track time accurately. • Train users in supported software & hardware. • Provide timely updates to clients.