• 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.

• Provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. • Responsible for the functional implementation of change requests and/or support of services for SAP throughout the project lifecycle, including planning and design phases, requirements, estimating, configuration, testing and deployment with minimal supervision. • Develop working relationships with other members of the support delivery team, management, and external clients to deliver enhancements and daily support effectively. • Has targeted conversations with client in area(s) of focus and provides consultative advice and recommendations, to influence client decisions, applying Alight Point of View and best practice learnings. • Participate in or project management internal initiatives that impact the domain or our consulting methodology, such as identifying and incorporating process improvements to our consulting methodology, documenting best practices, building, and refining functional/technical collateral, etc. • Provide SuccessFactors Employee Central Payroll support

• Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering. • Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms. • Track and prioritize your case backlog, balancing urgency with impact on customer success and compliance. • Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods and best practices. • Work closely with Engineering on escalated bugs or feature requests, providing clear reproduction steps, logs, and root-cause details.