• Follow up with customers, provide feedback and see problems through to timely resolution. • Ask educated questions and listen to customers to help determine root cause of issues. • Utilize excellent customer service skills and exceed customers’ expectations. • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. • Work through the problem-solving process with customers, empowering them to do the same in the future • Read through XML configuration files. • Troubleshoot inventory flow using text-based log files. • Be familiar with database tables and have the ability to modify SQL queries to track down data to analyze and resolve issues. • Troubleshoot PLC control systems without necessarily getting into the PLC code. • Provide “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner that are consistent with company guidelines/procedures. • Work closely with our development team regarding customer issues, feedback from customers, and testing code changes. • Expand and update our Knowledge Base and have the mindset of sharing your knowledge with team members and clients. • Ensure proper recording, documentation and closure using appropriate applications. • Provide documentation to user manuals and guides for training purposes. • Train customers onsite and remotely. • Test new software releases or software modifications.

• Provide support to customers, ensuring the best possible experience in every contact • Offer Vivo products and services to help grow the customer base • Explain the advantages of consolidating telecommunications and digital services on a single bill with Vivo • Probe customers' needs and recommend appropriate products • Generate interest in contracting products and services • Expand customers' connectivity options through the sale of digital services • Suggest improvements to service procedures

• Oversee support for cloud and on-premises applications. • Collaborate with stakeholders and teams to understand IT needs. • Troubleshoot issues, guide teams, and provide effective resolutions. • Offer guidance and mentorship to Linux/application engineers while identifying and applying automation best practices for products and processes. • Own the problem resolution and collaborating with internal teams. • Analyze technical issues, understanding architecture, setting up processes, and collaborating with the Development team and vendor for on-prem and cloud applications. • Collaborate with our support, operations and engineering teams to investigate and troubleshoot complex problems. • Enhance system monitoring to accelerate error detection and resolution, improving reliability, performance, and participating in rotations for service restoration.

• Develop new features and optimize existing code for VyOS, ensuring efficient and maintainable implementations • Collaborate with developers to review and validate code changes, test feature implementations, and provide feedback on bugs, optimizations, and feature proposals • Create technical content, including solution briefs, datasheets, and graphical materials, tailored to address specific networking use cases and technical requirements • Design, deploy, and configure network infrastructures using VyOS and other networking equipment to meet project objectives and performance standards • Design and deploy PoC scenarios using VyOS, documenting configuration setups, performance benchmarks, and solution viability for customer-specific requirements • Diagnose and resolve network performance, security, and connectivity issues, utilizing advanced debugging and analysis tools • Investigate escalated technical issues, conduct root cause analysis, and deliver reproducible solutions or detailed technical reports for development resolution • Conduct functional, performance, and regression testing for VyOS features and fixes, creating and maintaining detailed test documentation • Develop and manage automated test frameworks for repetitive test cases, enhancing testing accuracy and efficiency • Enhance testing methodologies by introducing advanced tools and frameworks to optimize validation processes and outcomes • Conduct interoperability testing with third-party systems to ensure seamless integration of VyOS into diverse networking environments • Maintain a centralized knowledge base with detailed, technically accurate articles and solution documentation to support internal and external stakeholders