• Serve as a technical point of contact for customers, diagnosing and resolving issues related to CloudBolt’s StormForge product, Kubernetes, cloud infrastructure, and integrations • Investigate, troubleshoot, and resolve complex technical problems across distributed systems in customer environments • Reproduce issues, analyze logs, metrics, and system behavior, and document findings clearly • Collaborate closely with engineering and product teams to escalate bugs, contribute to root cause analysis, and validate fixes • Assist customers with configuration, initial deployments, and best practices for operating StormForge in Kubernetes and cloud-native environments • Create and maintain technical documentation, knowledge base articles, and troubleshooting guides • Advocate for customer needs by providing feedback to engineering and product teams and occasionally contributing pull requests • Continuously improve support processes, tooling, and operational readiness • Learn and apply new technologies to expand technical expertise and improve customer outcomes

• Lead the end-to-end implementation for new customers, acting as the primary technical guide from kickoff through go-live • Configure product settings, permissions, and workflows • Subject matter expert for API integrations and data migration • Troubleshoot setup issues and coordinate with Support or Engineering as needed • Own onboarding timelines, milestones, and deliverables • Manage customer expectations and keep implementations on track • Communicate progress, risks, and next steps clearly • Train customers on product functionality and best practices • Ensure customers understand how to achieve their desired outcomes • Document configurations and onboarding decisions for handoff to CS • Partner closely with Sales, Customer Success, Product, and Support • Provide feedback on onboarding friction, product gaps, and common blockers • Contribute to onboarding documentation and implementation playbooks

• Own the technical success of customers from onboarding through long-term usage • Set up technical onboarding, including: Integrations, Data imports and configuration, Initial data validation and quality checks • Work closely with Customer Success and Product teams to ensure smooth customer activation • Troubleshoot customer issues such as: Data configuration problems, Integration errors • Work with the Product team to resolve bugs • Improve internal backend and data workflows to make Customer Success and customer operations more efficient • Act as the technical bridge between customers, Customer Success, and Product

• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing SASE solutions to achieve their business and security goals objectives • Assist customers in implementing SASE solutions and fully integrate these into their security and networking operations • Be the first line of defense in proactively addressing customer needs for technical assistance, and coordinating and prioritizing timely resolutions with engineering teams • Serve as a customer advocate in influencing the product roadmap and improvements • Coach customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program • Identify risks to the customer achieving their stated business goals and work with the account Team to build a risk mitigation plan or escalate as needed • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs • Be a Go-To customer expert on SASE security solutions and become a Subject Matter expert over time