• Support an assigned region or temporarily assigned territory with planned maintenance activities and other actions as required • Install, support, troubleshoot, repair, and maintain all Intuitive products in an assigned region/territory • Perform scheduled maintenance activities including system inspections and preventive maintenance • Troubleshoot, diagnose, and repair all Intuitive products and associated equipment • Coordinate and perform system and hardware delivery and installation • Complete all administrative duties including Spare parts inventory and Field Activity Reports • Maintain all Intuitive provided items including tooling and laptops • Support Intuitive teams to facilitate company objectives • Provide feedback to HQ and take part in continuous improvement projects • Complete all required training items and maintain all aspects of a temporarily assigned territory

• Be the primary point of contact for our external customers in supporting our claims management platform • Monitor for new requests and reported incidents, responding within SLA requirements and maintaining ownership until resolution • Manage external communications with customers and internal communications with other teams in the organization to drive incidents and requests to resolution efficiently • Contribute to knowledge base articles and other documentation • Stay current with feature releases and changes to the platform to ensure a comprehensive understanding of the product and efficient support

• Provide L1/L2 triage of AppOmni's core product and flagship integrations. • Troubleshoot the majority of support tickets independently • Answer customer questions through the Zendesk support queue • Diagnose, troubleshoot, and solve problems both internally and externally • Effectively determine which customer issues warrant escalation • Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams • Keep customers updated on the status of open tickets, including incremental updates and specific questions from engineering • Represent the voice of the customer internally and advocate for key issues • Continuously analyze and improve support processes to help build a world-class support organization • Identify trends that warrant the creation of customer-facing documentation, such as Knowledge Base articles

• Diagnosing and troubleshooting technical issues remotely • Taking charge of customer issues from beginning to end - while working in a dynamic and fast-paced environment • Responding to customer escalations and inquiries related to Mashgin's hardware and software • Maintaining a subject-matter expert level of knowledge of deployment systems and software • Leveraging chat, email, and video conferencing to help our customers with deployment systems, software, and hardware issues • Reviewing and resolving issues by utilizing support documents • Becoming a product expert - you'll be a go-to resource for both customers, clients, and internal team members • Occasionally traveling the country to help deploy and launch new locations and help customers (10% travel is expected)