• independently support Sakura customers in various technical areas such as installation, training, support, repair, service and warranty • provide effective technical support to customers & internal stakeholders • manage, co-ordinate, monitor, repair and install Sakura (demonstration) equipment • keep abreast of and implement new developments, improvements and regulations for Sakura products • maintain a working knowledge of all Sakura equipment by attending regular technical training at the Sakura Academy • responsible for effective and efficient complaints handling • achieve personal and team goals set at the beginning of the fiscal year • timely and adequate reporting through CRM • participate in various project teams

• Provide effective technical support to customers & internal stakeholders • Manage, co-ordinate, monitor, repair and install Sakura (demonstration) equipment • Keep abreast of and implement new developments, improvements and regulations for Sakura products • Maintain a working knowledge of all Sakura equipment by attending regular technical training at the Sakura Academy • Responsible for effective and efficient complaints handling • Achieve personal and team goals set at the beginning of the fiscal year • Timely and adequate reporting through CRM • Quality assurance • Participate in various project teams

• Own network troubleshooting for enterprise customers – lead escalations, dissect packet captures, and resolve VPC, DNS, firewall, and deep packet inspection issues that block Ona deployments • Design secure cloud network architectures – partner with customer architects to produce peerings, PrivateLink, Transit Gateway, or Shared VPC designs that meet zero-trust and compliance requirements • Build tooling & runbooks – create Cloud-formation templates, scripts, and docs that automate diagnostics and shorten time-to-resolution for future installs • Champion customer feedback – reproduce edge-case defects, file clear issues/PRs, create SOPs and influence Ona’s roadmap for network-related features • Act as a product champion - Suggest product changes to improve networking for our customers and directly drive and implement those changes • Partner with Solutions Engineering, Sales and Engineering – join pre and post sales workshops to de-risk network blockers and articulate Ona’s networking model to non-network stakeholders • Bias for building - If our customer’s have a problem, you will spring into action to build a solution for them, powered by Ona Agents

• Serve as an escalation point on support calls for products supported in our network product catalog. • Provide ongoing Tier 2 support of production environments that include Cisco, Palo Alto, F5, Fortinet, Meraki, Aruba Products among others. • Carry out testing of new features, and functionality as required and to help develop plans to implement and verify that they are operating correctly in the live network. • Test patches and fixes to operating software and to ensure that they are implemented and functioning correctly in the pre-production test network (if available) and then live network as implementation plans dictate. • Troubleshoot and resolve equipment, configuration and network problems and to open and track vendor support cases through to problem resolution on production issues. • Participate in an on-call rotation and may be called upon to work off-hours to support customer escalations. • Develop additional skills in other products as business needs dictate.