• Serve as a primary point of contact for customers for technical and scientific support, working collaboratively with other Technical and Application Support team members to coordinate responses, share context, and ensure consistent, high-quality support. • Status communications with customer • Logging cases and associated communications and resolutions in the CRM • Informing requirements for scaling support process and infrastructure • Tracking support metrics • Perform platform demonstrations as needed to support sales • Perform internal trainings for new field employees • As a foundational member of the team, contribute to the building of the technical knowledgebase and processes to facilitate scaling of support as the user base expands • Collaborate with internal R&D teams during the product development cycle, providing critical insights via Voice of Customer • Contribute to the creation of customer training materials and documentation, working closely with internal resources • Assist in the scaling of our CRM toolset, ensuring effective integration with ERP and marketing automation

• Learning and gaining in depth experience in network security • Resolving customer support cases for our worldwide enterprise customers • Acting as an escalation point for operational, network teams to ensure issues are resolved • Ensuring customer success while maintaining high customer satisfaction throughout all interactions • Working remotely to support our customers with the ability to travel on-site when needed • On-call shifts that may include nights, weekends, and select holidays

• Provide proactive white‑glove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention. • Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap. • Act as the escalation point for IC1/IC2 engineers, mentor junior staff, and resolve complex technical issues. • Own the upskilling roadmap for IC1/IC2 engineers and deliver structured technical training. Coordinate and deliver global training sessions across two time‑zone‑aligned sessions with SMEs. • Lead/support major incidents, root‑cause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance. • Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problem‑solving; maintain high‑touch VIP service.

• Provide L2-L3 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **AVD environments**, including: • Dynamic host pools • Golden image updates (following runbooks) • Software distribution to AVD hosts • Support user access and devices via: • Active Directory (AD) • Microsoft Entra ID (Azure AD) • Intune • Perform daily checks, follow change processes, and escalate issues when required