• Provide remote assistance to customers in resolving TiDB/TiDB Cloud issues. • Diagnose database issues by collecting relevant logs and monitoring data, determining the root causes of customer problems, and assisting customers in issue resolution. • Consult and collaborate with engineers within the team or across teams to address customer issues. • Record key issues encountered during work to assist colleagues in enhancing products and improving support experiences. • Actively monitor customer satisfaction, identify customer concerns, and manage customer expectations.

• Receive and respond to internal incident escalations, providing consultation, next-step guidance, or direct resolution assistance. • Receive and respond to inbound incident requests from clients and external users via phone, email, or ticketing system. • Perform advanced troubleshooting of desktop, network, and application incidents—including connectivity, VPN, VLAN, and access issues. • Support and maintain network and resource access, messaging, enterprise applications, and endpoint infrastructure. • Provide break/fix and educational support for workstations, Office & GSuite, line-of-business applications, peripherals, connectivity, and mobile devices. • Accept escalations from Remote Support Team (RST) resources and management; may lead or direct others during complex incident remediation. • Coordinate vendor escalations for resolution of uncommon incidents, ISP outages, or platform issues. • Perform triage, troubleshooting, and remediation of incident volume to ensure SLA adherence and client satisfaction. • Provide assistance to Tier 3 staff with problem research, documentation, and resolution validation. • Create and maintain knowledge base articles and user-facing FAQs to improve first-call resolution and team efficiency. • Provide spot training and technical guidance for Engineer I team members on best practices and troubleshooting techniques. • Maintain or exceed departmental performance metrics for utilization, response time, and CSAT. • Maintain detailed documentation and progress notes on all support tickets and client communications. • Perform routine maintenance tasks on computer equipment, peripherals, and system resources as required. • Participate in scheduled after-hours maintenance windows or on-call rotation as needed to ensure uptime and service continuity. • Work independently under general supervision with latitude for creative problem-solving and decision-making.

• Deliver prompt, courteous support to customers and internal partners • Assist guests experiencing issues at fueling sites and answer operational questions • Promote company image standards by ensuring sites are clean, safe, and well‑maintained • Clean fueling sites, including trash disposal, sweeping fuel lanes, restocking supplies, and replacing light bulbs • Provide onsite support for fueling equipment and related software systems • Troubleshoot and repair card readers, dispensers, site controllers, and other station equipment • Maintain working knowledge of local, state, and federal regulations related to: Underground Storage Tanks (UST) • Aboveground Storage Tanks (AST)

Have you ever enjoyed Arnold®, Brownberry® or Oroweat® bread? A Thomas’® English muffin or bagel? Or perhaps snacked on a Sara Lee®, Entenmann’s® or Marinela® cake or donut? If the answer is yes, then you know Bimbo Bakeries USA! More than 20,000 associates in bakeries, sales centers, offices and on sales routes work to ensure our consumers have the freshest products at every meal. In addition to competitive pay and benefits, we provide a safe and inclusive work environment that appreciates diversity, promotes development and allows our associates to be their authentic selves. #LI-JS1 Come join the largest baking company in the world and our family of 20,000 associates nationwide! Top Reasons to Work at Bimbo Bakeries USA: Salary Range: $54,800 - $71,300 Comprehensive Benefits Package Annual Bonus Eligibility 401k & Company Match Rise to Lead is a 2-year program that provides participants the opportunity to work cross-functionally through rotational assignments with our Bakeries, Sales Centers, and Center of Excellence teams. Rise to Lead’s on-the-job experiences, formal learning opportunities, and global exposure will help develop participants into future leaders. Upon completion of the program, trainees are equipped to take on roles with greater responsibility and scope that will drive impact on business results regionally, nationally, and globally based on their skillset and organizational needs. Rise to Lead includes 2 months of rotations, each in a different area outside of the associate’s main focus, gaining exposure to our people & culture. In addition to the 2 months, participants will spend 20 months in their assigned function, gaining hands-on experience and network building. This position is focused on Finance. Position Summary: The Finance position in Rise to Lead will expose the candidate to all aspects of our business. The assignments will also expose you to our Finance function, and include experiences to quickly build your skills and knowledge in the following: - Financial planning - Manufacturing and distribution operations analysis - Customer and sales finance - Category and marketing finance Given the nature of our business being both a National and Local baking company, you will be learning not only in our corporate office and Center of Excellence, but experiences will also include learning our business firsthand in the field at our regional sales offices and bakeries throughout the country in locations such as Dallas, Chicago, Denver, Los Angeles, Charlotte, and more. This is a U.S. remote position. The development program is led in partnership by our Talent Development Team and senior BBU finance professionals & mentors, and is committed to developing world-class financial leaders for exciting careers. Key Job Responsibilities: - Participate and complete requirements and experiences in the Rise to Lead program - including, but not limited to: rotational projects, in-person experiences, GB institutional courses, and eLearnings - Assist with annual planning and forecasting activities including input of data utilizing Hyperion Planning and coordination of assumptions to be used in forecast analytics as well as presentations for senior leadership - Prepare reporting detailing changes in the business where results differ from plan / prior year / forecast, including business unit details and overall explanations of variance - Ability to work across financial functions to complete variance analysis and financial projections - Collaborate on the category financial projections including topline and expense - Responsible for analyzing monthly results & supporting preparation of financial reporting & forecast packages utilizing various system applications - Monitor, track, assess, and provide insights on business performance and trends - Work with finance leads and cross-functional team members regularly to update financial forecasts - Assist in the development of decision support financial modeling and ad hoc reporting as required Key Behavioral Competencies: - Possesses a global mindset - Interested in becoming a Finance leader - Highly collaborative team player with mindset to continually improve processes and results - Strong communication skills and the ability to work independently or in a team environment - Highly organized with the ability to multi-task and meet deadlines - Analytical skills with an attention to detail - Strong sense of curiosity and focus on continual improvement of processes and results with a desire to learn and develop Education and Work History: - Bachelor’s Degree in Business related discipline (Finance/Accounting strongly preferred) - Graduated within the past 24 months - Attained a minimum GPA of 3.0 - Demonstrated leadership experiences in academic, on/off-campus settings - Targeting analysts with 0-3 years of experience - Proficient in Microsoft Excel and PowerPoint Physical Demands: The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be requested to enable individuals with disabilities to perform the essential functions. This role does require travel to various North America locations that will be determined by the program and functional leader. Bimbo Bakeries USA is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, any other classification protected by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.