• Maintains a positive, empathetic, and professional attitude toward customers at all times. • Responds promptly to a high volume of ongoing and regular customer inbound emails, phone calls. • Acknowledges and resolves customer complaints. • Knows WorldatWork products inside and out. • Answers customer questions on topics pertaining to basic certification, education, webinars, membership, events, online resources, publications, and website/LMS support. • Processes orders, forms, applications, and other requests supporting our B2C customers. • Walks customers through basic troubleshooting or setup. • Refers potential business development leads to the appropriate CPS contact. • Keeps accurate records of customer interactions, transactions, comments, and complaints, as well as updates customer data in the CRM (Salesforce) and continuously gathers and documents customer feedback. • Provides support with the shipping and distribution of customer support materials, as needed. • Communicates and coordinates with colleagues as necessary. • Provides feedback on the efficiency of the customer service process. • Other duties as assigned. Experience with international support

• Communicate with customers through various channels (phone, chat, meetings, support cases) to understand their needs, build trust, and exceed expectations. Efficiently handle escalations: minimal repro, timestamps, request IDs, clear impact summary, proposed next steps. • Investigate and resolve Tier 2 support tasks, including issues related to S3 API errors, access, performance/latency, SDK/client behavior, and network performance. • Work directly with customer technical staff, managing competing priorities with a sense of urgency. • Collaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation). • Contribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools. • Participate in on-call rotations with short response times to manage critical incidents.

BUILD THE NEXT GENERATION OF THE INTERNET Impossible Cloud is a B2B cloud platform with a focus on becoming the #1 cloud platform in Europe and beyond. It was founded by serial entrepreneurs who have previously built a billion-euro tech company. Currently, our offering includes cloud object storage similar to AWS S3, and our market success is already being proven by highly promising growth based on our channel-based GTM strategy. While we build a comprehensive suite of cloud products, we are redefining the cloud sector by bridging the gap between decentralized infrastructure (DePIN) and mainstream B2B cloud use cases. Become part of something bigger: We’re committed to reinventing the internet and pushing technological innovation and business determination to the next level. Find out more about us here . ***Applicants must hold EU citizenship or a valid permanent residence permit or EU Blue Card authorizing employment in Germany*** YOUR IMPACT As a Tier 2 engineer on our technical support team, supporting Customers in the US time zone (East Time Zone, Central Time Zone, Pacific Time Zone) you will focus on hands-on troubleshooting for the Impossible Cloud S3-compatible object storage platform. This role involves direct interaction with customers, primarily via email and occasionally by phone, to reproduce issues, analyze logs and metrics, and drive resolutions in coordination with the Engineering and Infrastructure teams when necessary. A significant part of the role will be troubleshooting integrations with various common backup tools and S3 client applications. WHAT YOU WILL DO Communicate with customers through various channels (phone, chat, meetings, support cases) to understand their needs, build trust, and exceed expectations. Efficiently handle escalations: minimal repro, timestamps, request IDs, clear impact summary, proposed next steps. Investigate and resolve Tier 2 support tasks, including issues related to S3 API errors, access, performance/latency, SDK/client behavior, and network performance. Work directly with customer technical staff, managing competing priorities with a sense of urgency. Collaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation). Contribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools. Participate in on-call rotations with short response times to manage critical incidents. WHAT YOU BRING

• The Field Sales Support Specialist delivers technical and commercial support to existing water and wastewater utility accounts, aiming for high customer retention and opportunities for account growth. • The Field Sales Support Specialist will receive training to troubleshoot our hardware and software products to support customers both remotely and in person. • Rapidly develop the necessary skills through company-provided training to support customer needs, troubleshoot their equipment, and become an on-site resource for our customer service team. • Understand how each customer uses our products, seek to identify additional solutions that may be available, and recommend the necessary enhancements, upgrades, or additional products. • Build and maintain confidence and trust with our customers. • Assist the commercial team with business cases, proposals, presentations, and other activities essential for maintaining and growing accounts. • Work in compliance with all health and safety and environmental legislation, including, but not limited to, the Occupational Health and Safety Act and Regulations and Company Policies, Procedures, and Code of Conduct. • Other duties assigned by management.