• Diagnose, troubleshoot, and resolve customer-reported issues in a timely and efficient manner, ensuring a high level of customer satisfaction. • Manage the customer support ticketing system, prioritizing and addressing requests based on urgency and complexity. • Collaborate with internal teams, including engineering and product, to escalate and resolve complex technical issues. • Assist customers in implementing and integrating our platform with their existing systems, including APIs and third-party tools. • Write, update, and maintain customer-facing documentation and knowledge base articles to empower self-service. • Conduct root cause analysis to identify recurring technical issues and propose long-term solutions. • Monitor and ensure adherence to Service Level Agreements (SLAs) for response and resolution times. • Provide feedback to product and engineering teams regarding common customer pain points to drive product improvements. • Stay up to date on product updates and industry best practices to ensure customers are always supported with the most relevant solutions.

• 1st-level support for users working with PREEvision • Support for review and approval processes (Review & Vote) • Recording, analyzing and handling support requests (tickets) • Assisting users with the operation of PREEvision • Review statuses, workflows and approvals • Reports, analyses and exports • Plausibility checks of models and results from the user’s perspective • Documenting common issues (FAQs, quick guides) • Close collaboration with methodology and engineering roles • Escalation of technically complex issues to experts

• Provide clear, accurate, and solutions-oriented technical support via phone, email, and/or live chat to customers and field sales teams. • Ensure customer interactions promote Twist’s brand and create high customer loyalty and satisfaction. • Provide basic application support and perform troubleshooting for field sales teams and customers. • Assist in the development and implementation of plans to improve technical services and capabilities while working towards corporate/individual revenue and customer allegiance goals. • Effectively communicate competitive information and additional sales opportunities to Marketing and Field Sales. • Provide feedback to Production personnel for product improvements. • Track customer satisfaction and work to continually improve customer satisfaction. • Facilitate and participate in customer complaint troubleshooting with the Development and Production teams and other technical experts. • Participate and assist in technical training sessions, as needed.

• Provide On-Site Support • Respond to all client queries • Collaborate with other network professionals for maintenance and troubleshooting • Document relevant departmental and field activities • Resolve complexities • Engage in routine maintenance checkup • Keep the network up and running • Troubleshoot and debug new hardware and software • Offer guidance and training to client personnel • Coordinate with contractors for necessary facility support • Analyze issues and prepare service report in a timely manner.