• Provide technical and functional support for the Ergon system and its integrations • Diagnose and resolve low- and medium-complexity incidents • Ensure SLA compliance and quality of service • Analyze systemic errors and identify root causes (usage, data, configuration, or integration) • Execute functional tests and simulations in the staging/UAT environment • Analyze integration flows between systems • Interpret JSON and XML messages • Validate REST and SOAP APIs using Postman and Swagger • Analyze HTTP status codes and integration logs • Perform SQL queries to validate data • Support development and architecture teams in root cause analysis • Support collection of technical evidence for Level 2/Level 3 (L2/L3) analyses

• Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing system on the Zendesk ticketing platform • Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSat score of 90% or higher • Maintain close contact and open communications with restaurant owners and guests until an issue has been resolved • Provide white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line • Escalate complex issues to Tier 3 and Management appropriately • Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies • Conduct technical support in line with documented procedures • Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems • Use communication channels to inform the team of important issues and information which will help improve team performance

• Provide phone/email/webex consultation to debug customer problems of low to medium complexity. • Develop excellent communication skills (phone/email) to provide support to the Jaspersoft • Mentor the Associate Support Engineer (IC1) for technical help on Product related issues. • Understand the product issues reported by the customer and reproduce it locally in the support lab. • Provides prompt and accurate feedback to customers. • Work with the senior members in the group to provide workarounds for the customer reported issues. • Escalate issues to senior members in the group when unable to overcome obstacles. • Learn from escalated issues and avoid repeated escalations of the same problem type. • Attempt to provide workarounds where applicable to help reduce the need or urgency for Change Requests. • Create Change Requests (CRs) for the defects/enhancements reported by the customer. • Work on the assigned Jaspersoft Product and learn all the areas of those products. • Learn the technologies required for supporting the Jaspersoft product. • Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value. • Need to work in the following shift: EMEA shift (~12:30 pm - 9:30 pm IST)

• Responsible for installing, repairing and maintaining manufactured instruments across the UK • Independently diagnoses and resolves customer instrument issues, ensuring accurate and effective service • Delivers operational training to customers, primarily at installation • Maintains high customer satisfaction by meeting service expectations and providing timely documentation • Offers remote support via PC and phone, travels extensively as needed • Manages company assets responsibly, including spare parts, tools, vehicle, and software