This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Engineer role is responsible for providing advanced technical support and consultation to our enterprise customers. In this customer-facing role, you will: - Handle complex technical challenges. - Provide architectural guidance. - Solve mission-critical problems with customer deployments and applications. - Work primarily through Zendesk tickets and participate in customer calls. - Serve as a technical resource for both customers and internal teams. - Provide support 24/7, requiring scheduled weekday and weekend shifts, as well as some holiday and evening availability. Qualifications - Background in full-stack development, enterprise support, or media technology. - Willingness to rapidly learn new technologies. - Curiosity and a drive to solve problems thoroughly. - Excellent written English communication skills. - Experience in an enterprise support environment is highly valued. Requirements - US-based position; candidates must be based in the United States and hold United States citizenship. - Excellent communication skills, especially in a distributed team environment. - Self-motivated work ethic. - Advanced troubleshooting abilities. - Experience in customer-facing roles in an enterprise support environment. Benefits - Salary range: $70,000-$150,000 USD. - Fully-remote company with an open vacation policy. - Consult the Benefits Page for a full list of benefits by country.

• Serve as the primary point of contact for all incoming customer requests during second shift, triaging calls appropriately-routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as the situation requires. • Communicate with customers from a technical perspective to understand and resolve equipment issues. • Respond with urgency to resolve unplanned customer issues, including providing breakdown support for component replacements (loading HMIs, drives, PLCs) as necessary. • Provide support for 'on the go' programming changes with minimal supervision VPN into customer machines remotely to troubleshoot PLCs, drives and devices during second shift hours. • Document customer issues and resolutions in the asset management system to develop equipment history files for future troubleshooting and support. • Utilize ERP system to find parts and arrange shipment to customer outside normal business hours. • Utilize technical skills and expertise in controls and processes to support the team and customers. • Review customer data routinely and react to alarms, investigate customer downtime, develop insights and provide actions for customers for improved productivity and efficiency. • Identify continuous improvement opportunities to increase overall effectiveness and support proactive and measurable process improvement results to ensure consistency and standardization of best practices and tools. • Proactively communicate with product line engineering team by recommending machine changes and bringing forward the voice of the customer. • Engage in the evaluation, implementation, and testing of new technology. • Create and sustain an environment of safety. • Perform other duties as assigned.

• Provide product support for the Texas Student Data System (TSDS) • Collaborate with cross-functional teams to resolve technical issues • Document software issues, release notes, and technical guides • Train team members on product functionalities • Ensure high levels of accuracy and attention to detail in documentation tasks

• Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers • Handling customer support inquiries • Conveying customer feedback to Product Management, Quality, and Marketing teams • Process mapping • Writing work instructions • Using the database for boilerplate product support language • Managing and tracking customer complaints • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents • Manage and track customer inquiries to ensure timely resolution • Provide regular reports on case status and trends to management • Perform other duties as assigned to meet business needs