• Providing Level 1 technical support • Owning, investigating, and resolving technical issues • Escalating severe situations and any product issues • Following up with customers to ensure customer satisfaction • Updating and creating help docs as needed, for both internal end external stakeholders • Delivering an A+ customer experience all day, every day

• Act as level three technical support for Customer Success, troubleshooting and reproducing complex customer issues to identify root cause • Troubleshoot and debug web-based applications using browser developer tools, AI-assisted debugging tools, and internal logs • Build deep technical expertise across AlertMedia products and integrations; document and share knowledge through internal resources and training • Partner with Customer Success Managers and Engineering to support smooth onboarding and issue resolution • Manage customer expectations and build trusted relationships through clear, proactive communication • Collaborate with Engineering and Product as a voice of the customer, identifying bugs, trends, and product improvement opportunities • Continuously improve troubleshooting workflows by leveraging new tools and technologies, including AI-driven solutions • Contribute to AlertMedia’s culture, values, and mission

• Actively manage the Tier 2 and Tier 3 network support queue within PCORI’s Zendesk ITSM platform, taking ownership of assigned incidents and service requests. • Perform comprehensive troubleshooting and root cause analysis for network-related incidents, focusing on restoration of service within SLA targets. • Provide clear, consistent, and timely communication to PCORI stakeholders and within ticket logs throughout an incident's lifecycle. • Serve as the first point of engineering escalation, resolving a majority of incidents and escalating the most complex issues to the Lead Network & Cloud Engineer. • Execute planned maintenance activities, including firmware updates, patching, and configuration changes during approved maintenance windows. • Implement standard, pre-approved configuration changes during core business hours as requested. • Support the Lead Engineer in performing semi-annual architecture and capacity reviews by gathering performance data and operational metrics. • Participate in a shared on-call rotation to provide 24/7/365 response for all Priority 1 and Priority 2 infrastructure incidents. • Maintain meticulous documentation for all actions taken within Zendesk tickets, creating a clear audit trail for every incident and request.

• Manage and coordinate critical customer escalations in a global environment • Act as the single point of contact for high-severity incidents • Collaborate with cross-functional teams to ensure timely issue resolution • Provide regular updates to customers and internal stakeholders during incidents • Track incident progress and ensure accountability across teams • Maintain incident documentation and reporting • Provide weekend or off-hours support when required