• Respond to member inquiries with clear, professional communication and correct grammar. • Guide members through product usage with accurate, concise instructions. • Ensure timely follow-up on open tickets, especially when awaiting member responses. • Collaborate with members and engineering to identify, reproduce, and troubleshoot software issues. • Participate in internal product testing as needed. • Assist Sales and Success Managers in identifying and resolving product-related issues. • Develop and maintain strong knowledge of all product features and functionalities. • Contribute to both internal and external knowledge bases to improve self-service support. • Monitor and analyze support trends to identify opportunities for product improvements or process changes. • Generate creative ideas to reduce ticket volume and enhance the support experience. • Create helpful content (e.g., FAQs) for students, site supervisors, and faculty. • Quickly identify and act on potential compliance or critical issues. • Proactively monitor ticket patterns and identify possible account risk factors. • Pinpoint root causes of recurring issues and work closely with the Success team to mitigate risks. • Escalate urgent matters following established procedures to appropriate internal teams.

• Guide day-to-day support functions • Coach engineers on their career development • Improve Support processes for the benefit of the customer and the team • Foster a collaborative and open team culture • Increase automation and deflection based on analysis of tickets • Monitor and improve KPIs • Facilitate knowledge sharing and training • Setting direction for the entire team and fostering a culture of psychological safety, technical excellence, and continuous improvement. • Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements, and sharing knowledge across the team. • Communicating with other teams across the company to ensure they are aware of what Support is doing and planning, and vice versa.

• Serve as the first point of contact for Tier 1 customer inquiries via phone, email, and ticketing systems. • Investigate, troubleshoot, and resolve issues independently when possible. • Apply critical thinking to determine whether issues are technical, procedural, or user-driven. • Escalate cases to Technical Support or management only when appropriate and with complete context. • Accurately document customer interactions, cases, and resolutions in CRM and internal systems. • Maintain clear and complete records to ensure operational visibility and continuity. • Ensure all cases meet quality and compliance standards. • Identify recurring issues, workflow inefficiencies, and knowledge gaps. • Provide actionable feedback to improve support processes. • Contribute to the creation and maintenance of Help Center articles, internal documentation, and SOPs. • Collaborate with internal teams to resolve customer issues effectively. • Support consistent service delivery across departments. • Communicate trends or systemic issues to relevant stakeholders.

• Administer Microsoft Intune for device compliance, configuration profiles, applications, and security baselines • Manage user accounts, access, and permissions across identity and authentication platforms • Manage Windows Autopilot provisioning and maintain standardized deployment profiles • Monitor endpoint system performance, backups, patching, and uptime; perform regular maintenance and remediation • Oversee identity and access management tasks in Entra ID, including user/group lifecycle, MFA, and conditional access • Diagnose and troubleshoot endpoint, authentication, and SaaS application issues as part of Tier 1 or 2 support • Support onboarding and offboarding activities: device preparation, Autopilot readiness, and access provisioning • Maintain accurate ticket documentation and contribute to internal knowledge base content • Monitor and maintain the IT functions, security, and efficiency of the cloud systems • Able to support the needs of 130+ remote employees