• Respond to inquiries on technical issues from a global customer base • Report bugs and work with the QA & Engineering teams to resolve customer issues as soon as possible • Escalate critical support issues from customers to the appropriate internal channel • Verify that the issues have been resolved prior to communicating to the customer • Assist in communicating to customers about issues impacting their service • Follow internal processes to streamline and scale support work • Review incidents to determine steps to anticipate, prevent, or mitigate the customer's challenges • Be fulfilled by solving problems for others and enjoy providing excellent customer service • Play a key role in growing and improving our culture of great customer service

• Discover root-cause, fix, and triage product defects • Write documentation • Help build our automation testing suite and infrastructure • Be Secure & Compliant • Collaborate

• Engage with our customers over email, chat, and phone. • Provide support to customers by identifying, troubleshooting, and resolving technical issues. • Seek assistance from senior technicians or pass the case to them as needed. • Research and answer questions from resellers and end users about our software’s capabilities. • Contribute to our Knowledge Base and support articles. • Have the opportunity to take on special tasks and projects, such as report writing, product documentation, suggest improvements for our products and programming. • Play a vital role in suggesting improvements to our product. • Work closely with other departments, including Engineering, IT, QA and Sales. • Above all, provide a World-Class customer experience.

• Leading root cause analysis for complex hardware and firmware failures across production fleets • Aggregating recurring problems and error patterns to identify systemic reliability issues • Acting as the senior escalation point for hardware-related incidents impacting availability or performance • Coordinating with vendors to drive timely diagnostics, RMAs, firmware fixes, and corrective actions • Partnering with internal engineering teams to validate fixes and prevent recurrence • Performing hardware and firmware validation before fleet-wide rollout • Driving structured incident investigations using established IT problem management methodologies • Supporting on-site teams with technical coordination during critical hardware events • Improving hardware observability, failure tracking, and reporting processes • Contributing to long-term hardware reliability strategy and fleet-wide stability improvements