• You will lead a dedicated team and promote close collaboration to achieve strong results together. • Overall responsibility for ensuring the performance of the Remote Services and technical escalation management for the respective modality while adhering to Q&R-relevant processes and guidelines as well as customer satisfaction. • Responsible for cost management of associated products and systems. • Continuous coaching and development of RSEs and TSS to ensure professional support for customers, colleagues, and modality-related processes. • Entry point for all strategic remote-related customer inquiries & responsible for the technical escalation management of the associated modality(ies). • Implementation and, if necessary, localization of global and/or local remote initiatives. • Lead and coordinate remote projects within the modality(ies).

• Respond to customer support requests via Pylon, Slack, in-app chat, and email. • Diagnose and resolve common, documented issues related to user access and permissions, platform usage and workflows, data visibility or expected system outputs. • Follow established troubleshooting guides and support playbooks. • Clearly communicate findings, next steps, and resolutions to customers. • Accurately classify and document incoming support requests. • Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available. • Track escalated issues and communicate status updates back to customers. • Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides. • Identify recurring issues and flag documentation or process gaps to the team. • Maintain clean, well-documented tickets that support efficient collaboration. • Meet defined first response time (FRT) and resolution SLAs. • Deliver professional, clear, and customer-focused support interactions. • Support overall team goals for customer satisfaction and ticket backlog health.

• Provide comprehensive technical support to enterprise customers • Serve as trusted advisor ensuring success with the Cyara Platform • Create great experiences for customers when they need help • Manage support cases to enable fast resolution of inbound requests • Contribute and maintain internal and customer-facing content in the Knowledge Center • Learn Cyara products intimately and help customers • Investigate issues in the product and partner closely with engineering to fix issues • Document defects that are escalated to the Engineering team

• Drive your team’s performance ensuring best-in-class customer satisfaction across all support channels (e.g. phone, chat, web). • Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management. • Effectively manage staff and contract partners critical to our frontline success, reviewing SLA’s, quality and ensuring consistency. • Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing. • Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization. • Provide effective reporting to peers and management on KPIs, key objectives, and measures. • Successfully manage onboarding and continuing education needs for the frontline team. • Analyze and report on top customer trends to identify opportunities for training, process, or product improvement. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices. • Hire, develop and lead an inclusive, engaged, and high performing team.