• Support dealer training and certification • Supervising advanced repairs and inspections of products and equipment • Provide periodic back up support for technical helpdesk as required • Support the customer’s product/equipment/processes by suggesting possible improvements • Provide advanced technical support and advice to the sales team and other Sandvik departments. • Develop and produce documentation to support both distributors and the technical support desk.

• Lead and mentor a multi-shift Support Engineering team, serving as the go-to expert for policies, procedures, and professional growth. • Continuously refine the support journey for both customers and staff, balancing operational efficiency with a motivating team culture. • Define and monitor key performance indicators (KPIs) to drive capacity planning, escalation workflows, and consistent SLA excellence. • Investigate complex technical issues, routing them to the ideal resource and collaborating directly with R&D and Product Management for swift resolution. • Act as the primary bridge for high-priority escalations, ensuring clear and timely updates for both customers and internal stakeholders. • Maintain deep, hands-on technical knowledge of the entire Tenable product suite to provide high-level guidance and oversight. • Execute specialized tasks and strategic business objectives as needed to ensure the overall success of the Support organization.

• Hunt down systemic risks and recurring failure patterns before they surface as a wave of tickets • Take the ambiguous, business-critical, multi-system problems no one else can crack • Gather evidence, form and test hypotheses, reproduce the worst defects in lab environments • Partner with Engineering, Product, and QA on roadmap decisions • Mentor and coach engineers, lead technical training and pairing • Run the complex upgrades, migrations, and provisioning efforts • Lead customer communication and live troubleshooting on major incident calls

• Receives and responds to calls and e-mails from users • Provide remote diagnosis and walk customer through problem resolution • Drive towards successful remote resolution of supportable calls • Analyze system data and customer history • Maintain electronic records of all service and support functions