• Deliver exceptional customer service by responding quickly, thoroughly, and empathetically to sensitive, urgent requests from customers. • Maintain meticulous case health, including meeting or exceeding SLAs, timely and thorough issue resolution, and detailed case notes. • Work collaboratively with your Technical Support team and cross-functionally with Engineering and Product Management where appropriate to drive resolution to customer-facing issues. • Contribute to a customer-facing knowledge base that enables self-serve case resolution. • Learn, coach, and share your knowledge and skills with your peers. • Provide on-call or holiday coverage outside of standard business hours, if required

• Provide outstanding support in the form of technical assistance (remote & onsite) to the regional service teams in your area of product specialization. • Partner with the central Global Technical Service (GTS) team and multi-functional departments to bring in the service-related requirements and to sustain support through the life of the system. • Provide mentorship and feedback on service tools, repair and installation work instructions. • Provide feedback to product quality teams, analyze and initiate improvement projects on systems and subsystems as required. • Validate service documentation and software. • Cultivate and develop positive working relationships with Field Service Engineers (FSE’s), Applications, other Global Technical Support (GTS) groups, Development, and Operations. • Work in compliance with legislation and IMS.

• Providing technical support for Merchants and Partners through our internal ticketing system. • Creating new documentation or updating existing documentation as required. • Preparing reports on technical issues that require further investigation or action by other departments within the company. • Resolving complex technical issues by analyzing problems, testing solutions, and recommending changes to existing systems. • Installing new software and upgrading existing software to ensure that it continues to function properly. • Coordinating with other departments within the company to ensure that any issues are addressed quickly and efficiently. • Troubleshooting problems with software programs and networks to identify and resolve issues. • Suggesting improvements in work processes, procedures, or policies to increase efficiency and productivity.

• Drive IT automation initiatives using scripting or low-code/no-code platforms to streamline workflows • Provide high-quality, customer-focused IT support for our global teams (NORAM, EMEA, LATAM, India) • Administer and secure Google Workspace (user provisioning, security, troubleshooting) • Manage device lifecycle and compliance using Workspace ONE UEM/MDM and oversee end-to-end IT asset lifecycle • Document IT processes, manage knowledge bases, and contribute to SOC2, ISO 27001, and PCI DSS compliance efforts • Lead onboarding and offboarding operations, coordinating with Compliance, People, and Security • Support key collaboration platforms (Jira Service Management, Slack, Zoom, Confluence, etc.)