• Collection, analysis and change recommendations of configuration information • Collection and analysis of customer network information • Collection and analysis of packet trace information • Recommend actions based on analysis • Customer education (gaps in networking, product knowledge etc) • Installation and configuration assistance • Reproduction of customer environments on lab equipment • Follow up technical cases and manage the right expectation until the closure of the cases • Conduct weekly status conference calls with customers to report status of open issues and projects • Conduct quarterly site visits for your managed accounts • Work closely and provide direct technical email and phone support to our customers in the Americas Region (Canada, US, Central and South America) • Develop best practice deployment and troubleshooting methodology documentation • Analysis of support request, completion of requests for information and documentation • Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

• Manage complex, high-spend global accounts, consulting on multi-product strategies and guiding integrations into multi-vendor environments. • Optimize delivery frameworks and ensure operational readiness, setting the standard for proactive engagement across the team. • Act as a high-judgment advocate, balancing customer needs with the internal roadmap to ensure customers feel heard while maintaining a sustainable partnership. • Actively support the development and testing of new AI-driven tools, providing critical feedback loops to ensure AI-generated insights align with enterprise standards. • Serve as a Cluster Lead and mentor, developing training content, removing blockers for peers, and providing hands-on guidance during critical escalations. • Lead internal programs to increase team-wide efficiency, operational consistency, and technical readiness. • Represent Ping Identity at regional events and cross-functionally influence Engineering and Product teams to elevate the customer experience.

• Manage a large, high-volume book of customers primarily through email, in-app messaging, and scalable outreach. • Assist customers via email or calls, providing technical guidance, best practices, or responding to questions. • Participate in customer calls to address technical questions and provide solutions. • Run one-to-many programs to educate customers on best practices related to Nerdio's products and services. • Collaborate with internal teams to resolve complex technical problems and improve service delivery. • Maintain up-to-date knowledge of Nerdio's products, services, and industry trends. • Use tools such as Salesforce, Gong, or similar to log activity, track metrics, and maintain customer data. • Support Nerdio's Customer Success team in projects that improve the customer journey at scale • Monitor customer health signals and proactively reach out to drive product adoption and prevent churn

JOB DESCRIPTION: MAIN PURPOSE OF ROLE - Individual contributor that works under limited supervision. - Applies subject matter knowledge. - Requires capacity to understand specific needs or requirements to apply skills/knowledge. MAIN RESPONSIBILITIES Responsible for promoting and/or selling the organization's products across multiple or non-specified channels in a designated territory by contacting specialists, physicians, pharmacies and/or distributors. QUALIFICATIONS Education Education Level : Associates Degree (± 13 years) Experience/Background Experience : Minimum 1 year The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY: Sales Force DIVISION: CRM Cardiac Rhythm Management LOCATION: China : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable