• Lead Technical Incident Resolution • Serve as the primary customer point of contact for L2 and L3 technical issues, bringing both technical precision and customer empathy to every interaction. • Troubleshoot complex software and environment-related incidents including configuration, customization, performance, integration, and usability challenges across our platform. • Act as the quarterback while coordinating with Engineering, DevOps, Data, Analytics, Product, and Services teams to drive swift resolution and maintain customer confidence. • Replicate and analyze customer-reported issues in test environments, executing systematic investigation to identify root causes and validate solutions. • Deliver exceptional customer service that balances technical accuracy, empathy, and urgency, ensuring customers feel supported throughout the resolution process. • Maintain timeline communication and proactive status updates in alignment with SLA commitments, escalating to management when appropriate to ensure awareness and resource allocation. • Apply Deep Technical Investigation • Execute and test API calls (REST APIs) using Postman to diagnose integration issues and validate system behavior. • Analyze API logs using logging applications to diagnose performance bottlenecks, error responses, and traffic disruptions. • Apply foundational knowledge of SQL to write queries against databases, extracting data needed to understand system state and customer configuration. • Leverage understanding of cloud architecture including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake to respond to infrastructure issues and alerts. • Work with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python to investigate and resolve technical issues. • Drive Proactive Excellence and Knowledge Building • Perform proactive monitoring of telemetry and customer health scorecard metrics, investigating symptomatic or repeat issues before they escalate to customer-reported incidents. • Execute critical production activities including health checks, certificate updates, and monitoring jobs to maintain system reliability. • Participate in User Acceptance Testing (UAT) on releases, identifying defects before they reach customers and ensuring high-quality deployments. • Build and maintain the support knowledge base, documenting root causes and resolution patterns that strengthen team capabilities and accelerate future incident response. • Embrace AI tools and automation opportunities, proactively recommending ways to streamline repetitive work and enhance support efficiency. • Stay current with Nomis products, maintaining deep understanding of platform capabilities, customer configurations, and emerging features. • Strengthen Customer Relationships Through Communication • Manage support tickets using Zendesk and JIRA, ensuring comprehensive documentation and seamless handoffs across teams. • Join customer virtual meetings prepared to discuss case details, current status, resolution approach, and next steps with clarity and confidence. • Establish yourself as a trusted technical advisor on customer configuration and product usage, building relationships that improve overall customer experience. • Handle complex cases with high attention to detail, managing multiple workstreams while maintaining quality and responsiveness.

• Lead a high-performing support team to deliver exceptional service • Guide the team in best practices and troubleshooting • Drive the development of new support processes and automation strategies • Manage customer upgrades and ensure customer satisfaction • Oversee queue management and ticket assignment

• Provide exceptional remote-based support for mission-critical SAP applications • Researching, troubleshooting, and supporting multiple SAP modules • Develop, test, package and deliver fixes for serious issues • Manage one or more key assigned accounts as a technical/functional advisor • Collaborate with team members in a virtual team environment

• Provide well-thought out and reliable directions in technical and non-technical terms, to help customers solve reported issues and guide them on proper use of our platform. • Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation. • Identify and escalate priority issues that need immediate attention. • Build an excellent rapport with our backline engineers and collaborate on solving complex issues. • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Collect information, attempt to reproduce reported behavior, and document bugs with Engineering for product issues that are impacting customers. • Create process and troubleshooting documentation to enhance our support knowledge base. • Work with client resources and stakeholders to understand their data security risks and threats. • Work closely with the Head of Customer Experience to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction.