• Competent contact for end users and IT staff from our customers' PACS teams on technical questions regarding the use of our image data management solutions • Independently handle and resolve customer inquiries and incidents in 1st-level support for our cloud and archive solutions as well as frontend servers and applications • Technical remediation of incidents in 2nd-level support within our archive applications and on frontend servers • Analytical approach: perform root-cause analyses and work cross-departmentally to remedy incidents • Monitor services and applications on internal and customer systems • Responsible for operating and managing the archive applications in our data centers • Actively contribute to the continuous improvement of our support and operational processes

Role Description The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting. - Handling customer technical support cases through telephone, webchat and email submission - Evaluating networking system and security systems through assessing compatibility of hardware with existing programs - Troubleshooting networks, switches, routers, and network performance issues - Maintain client confidence by keeping their information confidential - Update CRM tickets and manage escalations to the engineering team - Account maintenance of Deep Sentinel Customers, including scheduled health checks and developing relationships with key clients - Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel - Evening and Weekend availability is required Qualifications - 3+ years of tech support experience - Experience with remote troubleshooting - Experience with HubSpot or similar CRM - Help desk/Technical: 3 years - 1 year experience with Power Over Ethernet (POE) Requirements - 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE - Experience with Linux-based operating systems Benefits - Earn up to ₱65,000

• Darás seguimiento constante a las solicitudes de soporte hasta su resolución, cumpliendo con los KPIs de tiempos de respuesta y solución establecidos. • Acompañarás a los proveedores durante los distintos eventos de las cuentas, asegurando su participación efectiva. • Monitorearás eventos, generando reportes y manteniendo una comunicación constante con el área de negociación. • Brindarás soporte al supervisor y al equipo de Vivo Care en las aplicaciones que te sean asignadas. • Serás un punto de referencia para el equipo, aclarando dudas y compartiendo información clave cuando se requiera. • Crearás manuales y guías rápidas que faciliten la atención a clientes, la capacitación y la adopción de herramientas. • Liderarás sesiones de soporte durante la adopción de la herramienta para las cuentas que lo necesiten.

• Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, LangChain products, and deployment issues. • Work directly with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customer needs. • Partner with Deployed Engineering to support critical enterprise customers. • Build and refine internal tooling, diagnostics, and runbooks for complex issue triage. • Lead post-mortems for critical incidents and feed learnings back into product and documentation. • Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive continuous improvement. • Improve documentation and knowledge articles to improve 1-to-many resources and provide proactive support. • Mentor and coach other support engineers.