• Provide first-line technical support to end-users for hardware, software, and network issues • Escalate complex or unresolved issues to Tier 2 support or other relevant teams • Manage and support Microsoft Intune for device management, security policies, and application deployment • Administer and Support Exchange Online, including user management and troubleshooting • Maintain and operate basic Virtual Machine related tasks in VMware ESXi virtualized environments • Develop and maintain PowerShell scripts for automation and reporting • Document IT procedures and contribute to continuous improvement initiatives • Purchase, set up, and deploy new IT hardware and software, ensuring configurations align with organizational standards and security protocols

• Provide exceptional customer service in person, via phone, and email as appropriate, ensuring all users feel supported and valued • Resolve help desk issues including troubleshooting hardware and software issues with urgency and accuracy • Assist users with application navigation, helping them understand and effectively use platform features • Perform user administration duties, including setting up accounts for new customers and managing user access • Provide prompt and accurate feedback to customers, keeping them informed throughout the resolution process • Maintain detailed documentation of issues, resolutions, and customer interactions to support knowledge sharing and process improvements • Collaborate with Product, Engineering, and Operations teams to escalate complex issues and communicate customer feedback • Contribute to ongoing process improvement efforts by identifying trends in support issues and recommending solutions

• You will take ownership of customer issues, including; initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience • Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible • You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers • Create the process or troubleshooting documentation in the support of knowledge base.

• Become the technical continuity for the customer’s computer vision deployment across your region. • Build deep contextual understanding of their infrastructure, data sources, workflows, and constraints. • Serve as the regional representative of Roboflow inside the customer’s environment—trusted advisor, technical guide, and escalation point. • Lead bitesize enablement sessions (e.g., best practices in data, annotation, workflow, deployment). • Maintain and evolve a shared customer knowledge base: runbooks, FAQs, architecture notes, and patterns. • Diagnose complex issues spanning edge devices, networking, cloud pipelines, and inference performance. • Partner closely with Product, Field Engineering, and Account Executives to relay customer insights. • Identify latch‑lifter opportunities that expand adoption of Roboflow technologies. • Ensure high-quality communication and expectation setting with customer stakeholders. • Participate in Support’s on-call rotation as needed.