• Participate in a 24x7x365 rotating call schedule with the cyber solutions team for the emergency response claims hotline. • Serve as a poised and assured first point of contact for insureds reporting cyber incidents. • Assist and follow up on cyber/privacy control implementations, ensuring follow-up with different insureds. • Engage with insureds via email and phone daily while consistently maintaining a positive, enthusiastic, and customer-focused attitude to ensure exceptional service and satisfaction. • Reach out to new and renewing insureds to offer and coordinate onboarding calls when one has not already been completed and conduct onboarding calls. • Track and conduct Claims Concierge communications, including emails and calls to insureds regarding their claims experience. • Assist with proactive loss mitigation service requests and outreach for insureds as needed. • Provide immediate acknowledgement of incoming emails via the Cyber Solutions shared mailbox from insureds, brokers, underwriting, claims, etc. • Coordinate calls with insureds for Cyber Solutions Team Members, including workshops, renewal preparation, subjectivity calls, vendor coordination, etc. • Assist with security and/or privacy scans, including responding to scan requests, running scans, and providing scan reports and interpretation once available. • Utilize internal tools for daily tracking and documentation purposes. • Data entry as needed. • Keep up to date with cyber threats, priorities of risk, and communicate them to different levels of audiences. • Provide support to the rest of the eRisk team for technical and privacy-related issues. • Help develop internal services and resources to deliver high-impact and cost-effective cybersecurity services and related market advice. • Perform other duties as assigned.

• Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls. • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features. • Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems. • Create and update clear, reusable documentation and support content based on real customer interactions and edge cases. • Partner with Support team members through pairing sessions and cross-team collaborations to solve challenging cases and share knowledge. • Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team. • Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient.

• This is a full-time technical customer support position. • We primarily communicate with our customers through email and, to a lesser extent, by video call. • A normal support ticket here is equivalent to an escalation ticket at another company, so if you love a challenge and you're inherently curious to know more, this is the job for you.

• Working with customers to resolve a wide range of issues with their Confluent deployments • Contributing to process development - we’re a small team, so we’re looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture • Communicating with our core engineering team to provide real-time product feedback from the field • Improving product documentation and authoring knowledge base articles • Creating and reviewing product demos and internal tooling • Working closely with the team behind Apache Kafka! • Diving deep into Apache Flink to support its growth and adoption within the ecosystem