• Quickly learn the functional aspects of Aera’s product line • Work on customer-reported issues by interacting with various teams including QA, App Development, Engineering, and Product Management • Gather information systematically and efficiently and perform root cause analysis • Communicate with customers on the status of issues and project items and be responsible for the ticket life cycle • Responsible for respecting the defined SLAs we have with each customer • Develop knowledge base articles for the use of internal team and external partners • Participate in shift rotation • Bring a positive, collaborative, team-oriented attitude

• Provide personalized support to students • Assist with technical questions and issues • Collaborate with Customer Success Management • Work as part of the support team

• Prepare project and technical specifications, install, configure, support, and administer various operating systems, access solutions, antivirus, and specialized applications. • Manage storage, backup, and server virtualization solutions. • Perform administration and deployments of Microsoft and Linux servers. • Work with virtualization platforms such as VMware, Hyper-V, and Nutanix. • Monitor the deployment of new services in the environment to assimilate new technologies. • Maintain all managed environments, keeping them updated and configured according to the client’s guidelines and industry best practices. • Monitor and test environment continuity procedures, documenting them. • Create and distribute large-scale software/configuration packages. • Install and perform hardware maintenance on servers. • Interact with hardware manufacturers and service providers when needed. • Provide support to the service desk for incidents and problems that exceed that area’s resolution scope. • Analyze reported issues and open problem tickets in the company’s support system to drive resolution. • Investigate root causes, solutions, relevant technologies, and the costs involved in resolving identified problems. • Recommend improvements to the environment.

• Provide exceptional customer service while responding to email, phone and online requests for technical support • Troubleshoot complex technical problems for remote customers • Maintaining Confluence, documenting workarounds, solutions, best practices, white papers to share with support teams locally and worldwide • Perform under SLA service quantity and quality KPIs, create periodic service reports for upper management • Partner with Product, Engineering and Customer Success to provide the voice of the customer, identify the types of issues that generate the most support volume, and evolve the product to eliminate the highest support volume generators • Manage communications about escalated issues internally and with customers • Maintain an in depth technical knowledge of all ReversingLabs products • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle • Assist customers in the installation and deployment of ReversingLabs products and services • Track and monitor all support cases to ensure timely resolution and follow-up • Clearly identify, document, and find solutions for customer issues and product problems • Escalate critical customer situations to the appropriate level of management and engineering expertise • Develop and execute test scenarios to duplicate identified problems • Create workaround procedures until permanent fixes can be put in place and remain engaged both internally and with customers to ensure issues are resolved in a timely manner