• 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

• Develop deep expertise in Coalesce and cloud data warehouses • Partner with customers through tickets, email, Slack, and video calls while meeting support SLAs • Troubleshoot issues across SQL, cloud data warehouses, Git integrations, authentication/SSO, and APIs • Use Jupyter Notebook workflows, running notebooks to onboard customers • Support customers in rolling out the Catalog product, including metadata management, lineage, and search capabilities • Own customer problems end-to-end: reproduce, diagnose, and drive them to resolution • Collaborate with teammates and contribute to a culture of learning and growth • Write and improve documentation, ensuring clarity and technical accuracy • Stay sharp—continuously expand your technical skillset and share best practices with the team