• Independently resolves critical, complex, and high-severity customer issues, including those with broad operational or customer impact. • Serves as an escalation point for advanced technical issues, applying deep diagnostic expertise across multiple technical domains. • Proactively identifies and addresses issues prior to customer or executive escalation. • Reproduces customer issues in lab or test environments to validate root cause and confirm resolution. • Builds and maintains lab environments used for advanced troubleshooting, validation, and technical enablement. • Acts as a senior subject matter expert for assigned Keyfactor products, including Command and/or EJBCA. • Provides expert-level guidance on PKI, cryptographic concepts, compliance considerations, and secure deployment practices. • Applies broad domain knowledge to diagnose complex, non-routine issues across infrastructure, application, and security layers. • Contributes technical insight related to emerging risks, architectural considerations, and support readiness. • Mentors and provides technical guidance to support engineers across all tiers. • Identifies knowledge gaps through case analysis and operational data and contributes to targeted training and documentation. • Develops and maintains technical documentation, ensuring accuracy, clarity, and alignment with internal standards and industry best practices. • Promotes consistent knowledge sharing to improve overall team capability and reduce recurring issues. • Identifies recurring issues and systemic deficiencies and leads efforts to implement long-term corrective actions. • Partners with Product, Engineering, and Support leadership to address root causes and improve product and support processes. • Provides technical input that informs product quality, platform stability, and support scalability. • Represents customer impact and operational risk during cross-functional discussions and incident reviews. • Manages high-profile customer escalations and outages with professionalism, technical rigor, and clear communication. • Communicates complex technical findings and recommendations to both technical and non-technical stakeholders. • Maintains accountability for case progression, resolution quality, and documentation accuracy.

• Provide technical support to customers through telephone and other forms of communication • Provide resolutions to Hardware, Software, Assay and Training related calls • Distinguish between hardware, reagent, and software issues • Mentor and provide peer assistance for routine troubleshooting

• Serve as the first point of contact for client IT support requests. • Monitor, triage, and respond to incoming service desk tickets in accordance with defined SLAs. • Resolve common Tier 1 technical issues including account access, Microsoft 365, email, endpoint, VPN, and connectivity concerns. • Escalate complex or unresolved issues to Tier 2 with clear, accurate, and well-documented ticket notes. • Communicate clearly and professionally with clients, providing timely updates and managing expectations. • Adhere to documented SOPs, security standards, and troubleshooting playbooks. • Maintain accurate ticket documentation and identify recurring issues for process improvement. • Support the delivery of high client satisfaction and service quality standards.

• Provide technical support to customers experiencing database and platform issues • Translate complex technical concepts into clear, actionable guidance • Collaborate with customers to understand their use cases and optimise their implementations • Deeply understand customer pain points and challenges to deliver solutions that truly address their needs • Be a trusted advisor to customers and help them succeed • Manage customer cases from beginning to end. • Troubleshoot and optimise PostgreSQL and TimescaleDB performance issues • Help implement database solutions, including Timescaledb features like hypertables, compression strategies, and continuous aggregates • Analyse complex query execution plans and resolve performance bottlenecks, including best practices, backup/restore, migrations, etc • Test new database features related to TimescaleDB or Agentic PostgreSQL to stay ahead of customers and proactively help them leverage new capabilities • Investigate issues across the full stack — from application layer to database internals • Integrate and troubleshoot platform features • Support internal teams, including Solutions and Customer Delivery, with your extensive debugging knowledge across all product features • Partner with Engineering teams to get to the bottom of complex issues and identify root causes • Enable faster resolution of customer issues through cross-team knowledge sharing • Use AI to accelerate your work • Contribute to platform improvements based on real-world customer needs • Stay current with PostgreSQL, TimescaleDB, and cloud technology advancements • Document to support team knowledge sharing