• Efficiently communicate updates, challenges and track the open tickets across teams for support service satisfaction for customers • Sync with the product engineering teams for timely resolution of customer issues. • Identify recurring / impactful issues and notify key stakeholders in timely manner for effective resolution and prioritization. • Own the customer success relation and build rapport with individual customers for long lasting relations. • Be the first point of escalation of long due service tickets. • Periodic engagements with customers for product and support reviews. • Measure and maintain the SLA for support tickets. • Liaise with customers in a timely manner for service satisfaction feedback. • Open and manage trouble tickets from Team bucket. Escalate issues to the next level technician that cannot be resolved using current knowledge. • Train with the team members to learn current and new product platforms. • Communicate with the customers and provide reassurance that the issue is being properly addressed. • Ensure that customer and partner issues and concerns are resolved in a timely manner ensuring satisfaction; drive regular and proactive communication of customer issues to appropriate teams & departments within Cyware as needed. • Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously. • Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times.

• Provide consulting services to design and implement threat protection and response solutions based on the Microsoft Defender suite of products • Provide consulting services to design and implement Azure Sentinel as a SIEM • Provide consulting services to design and implement data protection solutions based on Azure Information Protection • Provide consulting services to design and implement identity and access management solutions based on Azure Active Directory • Provide consulting services to integrate security solutions into an overall security and compliance posture to support Client business objectives and requirements • Interface with Clients in a presales capacity to find opportunities and scope projects • Provide third-level support to Clients • Provide strong customer service while working with Clients onsite or remote • Find opportunities to drive additional value to our clients while working with them

• Participate in the development of ICRC delegation’s strategy, plan of action to prevent and respond to humanitarian consequences and in its activities to alleviate suffering from armed conflict and OSV. • Provide real-time technical analysis of conflict/violence dynamics and advise and support delegations on dialogue with arms carriers. • Assess the impact of law enforcement operations and work with the authorities supporting them in their efforts to assess the need for change and improvement for legally compliant operations. • Provide expertise on the setting of a dedicated / tailor-made PGE program aiming at preventing and responding to humanitarian consequences caused by arms carriers during law enforcement operations. • Support national efforts to integrate International Humanitarian Law (IHL) and International Human Rights Law (IHRL) and application of international rules and standards into police doctrine, training, education, and relevant aspects of operations. • Expose arms carriers to relevant law and the ICRC’s mandate and activities through bilateral dialogue and appropriate training initiatives (including pre-deployment briefings for police contingents). • Contribute to the delegation’s security assessments and to its access to areas with humanitarian concerns. • Maintain and develop a network of contacts, ensuring substantive engagement with armed, police, security command structures and institutions (at a national, regional and international level).

• Call daily from provided prospect lists • Collaborate with Sales and Marketing on cold call campaigns • Articulate value of CimTrak Integrity Suite line of products and services to prospects • Assist Enterprise Account Manager(s) in sales process as needed