• Primary Interface to Product Support • Escalation path from Field Service Supports products in the Americas • Provide onsite support predominantly at US based customer locations. Requires up to 75% travel. • Second Level of Technical Support when US Senior FST Resources are exhausted • Provides Telephone & E-mail Technical Support to our internal and external customers. • Guides and Mentors Senior FSTs within the Americas to include OJT Sessions • Support Field Service Teams to help achieve SLA Requirements • Help drive continuous improvements to optimize system performance • Responsible for Critical Part reviews and approvals for spare part orders from Field Service. • Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or factory locations. • Performs Site/System Audits for Direct and CDR Locations within the Americas • Proactively provide inputs to Product Support for Documentation Updates and Equipment improvements. • Assesses Product/Equipment performance based on advanced diagnostic techniques, experience & support data. • Properly documents all troubleshooting recommendations/actions in our CRM System in a timely basis. • Ensures that tools and test equipment are properly maintained and calibrated. • Maintains clear and concise business communication proficiency, both oral and written. • Travel, overtime and work hours other than Monday-Friday are required. • Must be able to be a part of an On Call Support Rotation for after hours, weekend and holidays. • Work well with peers from various backgrounds to build effective work relationships. • May provide Operator and Technical Training to internal and external customers as required.

• 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.