• Provide Tier 1 agents (first level support) with mentor support when dealing with difficult or unfamiliar technical issue – serving as the process, policy and technical subject matter expert • Monitor and respond to the inbound queue of escalation tickets within required service level thresholds – actively engaging with merchants, sales and partners to deescalate the situation and ensure technical resolution and high quality of customer satisfaction • Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted • Log escalations/complaints in relevant escalation doc

• Provide front-line AWS support for Mission Cloud customers • Resolve cases in-house or follow cases through to AWS • Ensure customers feel heard and hold AWS to a high standard • Work as part of a global 24x7x365 team • Lead advanced troubleshooting and provide guidance on AWS environments • Independently manage and resolve complex customer-facing cases related to AWS Services • Act as a senior escalation point for AWS support • Collaborate with internal teams and leverage resources for customer experience • Train and mentor junior engineers

TECHNICAL SUPPORT REPRESENTATIVE Department: Networks Operations Reports To: Network Operations Manager POSITION SUMMARY As a Technical Support Representative, you are the face of our company and make the first impression on our customers. This is a fast-paced role that requires a shift in focus multiple times per hour and prioritization of work. The Technical Support team handles all incoming tasks such as technical support and dispatch requests, resource coordination and interdepartmental communication. As a Technical Support Representative, your primary function is to respond to customer requests and systems alerts. You will provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards and the goals of the company are achieved. We are currently hiring for 1 open position. RESPONSIBILITIES - Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues. - Monitor inbound emails from customers and automated systems. Create/manage incident and service request in the ticketing system. - Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible. - Coordinate maintenance and repairs with field support, network engineers, and vendors. - Provide regular notifications to customers on network outages and/or upgrades. - Document all processes and outages through the internal ticketing systems. CORE COMPETENCIES There are several competencies required to be successful in this position. The following are some of the most important and definitions of each are included at the end of this job posting: Safety and Security, Quality of work, and Results-Orientation. REQUIRED QUALIFICATIONS - Experience working 2-3 years in a technical support role. - High School diploma or GED. - Successful training or certification in Cisco, Cambien, Calix and Juniper. - Working knowledge of network technologies and components such as switches, routers, and firewalls and RF technologies such as LTE, wireless radios, Wi-Fi, etc. - Understanding of the essentials of data and signal flow through a network. - Understanding of support tools, techniques, and how technology is used to provide wireless and fiber internet services. - Experience with telnet, RDP, traceroute, Ping and other network troubleshooting methods. - Excellent communication skills (written and verbal) and interpersonal skills such as telephone support skills, active listening and customer-care. - Ability to organize and prioritize work and adapt to changes quickly. - Self -guided approach to learning and gaining knowledge in addition to company provided training. - Self-motivated with the ability to work in a fast paced, team-based environment. - Ability to effectively solve problems or escalate issues as needed. PREFERRED QUALIFICATIONS - Prior experience in LTE, Point-to-point radio systems preferred. - Prior experience of Fiber/Wireless/Voice Internet Service Provider support preferred.  JOB DETAILS AND PHYSICAL REQUIREMENTS - This has no travel requirements. - Must be authorized to work in the United States. - This is a staff position. - This is a Nonexempt position. - This is a Full-Time position. - This is a Remote position. - The schedule for this position is based on company requirements for the role. At this time the schedule is Monday through Friday with occasional weekend availability as needed to fulfill the core duties of the role. - This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment. - This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time. ABOUT VERO Vero Broadband was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well. NOTICES Vero participates in E-Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. For more information about E-Verify, please visit: www.e-verify.gov This position requires the ability to pass a standard background check upon offer of position. At least 2 professional references are required. CORE COMPETENCY DEFINITIONS Safety and Security: Employees with a competency of safety and security are able to observe safety and security procedures, report potentially unsafe conditions and use equipment and materials properly. At intermediate levels that can determine appropriate action beyond guidelines. At higher levels of competency, employees make proactive suggestions to improve safety and security within their department or across the organization. Quality of work: Employees with high quality of work demonstrate accuracy and thoroughness in their work product. They look for ways to improve and promote quality and can apply feedback to improve performance. A stronger employee will monitor their own work to ensure quality. Results-oriented: Employees who are results-oriented focus on achieving results for the organization or team. Most employees routinely achieve their goals and gradually move on to more challenging tasks. More results-oriented employees go beyond that baseline to deliver exceptional value in their daily work.

At Index Exchange, we’re reinventing how digital advertising works—at scale. As a global advertising supply-side platform, we empower the world’s leading media owners and marketers to thrive in a programmatic, privacy-first ecosystem. We’re a proud industry pioneer with over 20 years of experience accelerating the ad technology evolution. Our proprietary tech is trusted by some of the world’s largest brands and media owners and plays a crucial role in keeping the internet open, accessible, and largely free. We process more than 550 billion real-time auctions every day (in comparison, Google processes 8.5 billion searches per day) with ultra-low latency. Our platform is vertically integrated from servers to networks and runs primarily on our own metal and cloud infrastructure. This end-to-end infrastructure is designed to provide both stability and agility, enabling us to adapt quickly as the market evolves. At the core of it all is our engineering-first culture. Our engineers tackle internet-scale problems across tight-knit, global teams. From moving petabytes of data and optimizing with AI to making real-time infrastructure decisions, Indexers have the agency and influence to shape the future of advertising. We move fast, build thoughtfully, and stay grounded in our core values. About the role: We’re looking for a remote Senior Storage Engineer (Ceph) to support our storage team in the Cloud Platform division. Index’s scale spans the globe, our transactions happen 24x7 in our global data centers, and every second that passes, millions of requests are evaluated across our exchange. In order to achieve our mission, global efficiency and reliability are absolutely key, as every millisecond quite literally counts in our business. What we’re looking for: - Facilitator: It’s essential that you can relay information and ideas effectively both within and across different teams. While we place a huge premium on technical skill, we value just as much your ability to work with other people - Adaptable: Our industry moves fast and we need you to keep up and adapt. Acting as an Operations Engineer, you have the ability to prioritize tasks, often against competing scope and timelines - Technical: A strong foundation in Operations, and experience in solving complex problems and building solutions (including CI/CD, real-time monitoring, production issues, etc.) - Rigorous: We design and manage massive, globally distributed systems that handle billions of transactions a day - your approach and solutions need to be thorough, scalable and ironclad. Here’s what you’ll be doing: - Design, build and operate a highly scalable, performant and resilient storage layer that operates on a planet scale - Developing and maintaining automation to handle logging, monitoring and maintenance of the storage layer - Work with different technologies such as Hadoop, Spark, Aerospike, Kafka etc to enhance and optimize existing systems. - Participate in complex security system designs and mentor junior teammates - Act as a senior contributor to the team who takes ownership of large projects and components - Champions improvements to processes and procedures for the team and for the division. - Influence the team’s direction and foster accountability, trust, and focus on goals. - Live the Index values and promote those internally and externally. Here's what you need: - Experience with building, maintaining and troubleshooting open-source distributed storage solutions such as Ceph and storage orchestrators such as Rook, in a highly automated environment and at scale. - Experience with IaC and configuration management tools such as Salt, Ansible, Puppet or Terraform. - Experience with storage level replication technologies. - Strong experience with capacity planning, disaster recovery and monitoring Why you’ll love working here: - Comprehensive health, dental, and vision plans for you and your dependents - Paid time off, health days, and personal obligation days plus flexible work schedules - Competitive retirement matching plans - Equity packages - Generous parental leave available to birthing, non-birthing, and adoptive parents - Annual well-being allowance plus fitness discounts and group wellness activities - Commuter benefits and discounts, where available - Employee assistance program - Mental health first aid program that provides an in-the-moment point of contact and reassurance - One day of volunteer time off per year and a donation-matching program - Bi-weekly town halls and regular community-led team events - Multiple resources and programming to support continuous learning - A workplace that supports a diverse, equitable, and inclusive environment Equal employment opportunity At Index Exchange, we believe that successful products are built by teams just as diverse as the audience who uses them. As such, we are committed to equal employment opportunities. We celebrate diversity of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. Additionally, we realize that diversity is deeper than any status or classification—diversity is the human experience. For those who show grit, passion, and humility—Index will welcome you. Accessibility for applicants with disabilities Index Exchange welcomes and encourages individuals with disabilities to apply to work with us. If you require an accommodation, please share the details of your request and any information how we can assist you with the hiring recruiter when they contact you. Index Exchange will make reasonable efforts to ensure accommodation requests are met throughout the recruitment process. Index everywhere, Index anywhere Our corporate headquarters are in Toronto, with major offices in New York, Montreal, Kitchener, London, San Francisco, and many other global cities. As a major global advertising exchange, we are committed to operating as a tightly knit global team and embracing and empowering talent wherever our colleagues may be. #LI-REMOTE #Ll-AS2