POSITION SUMMARY We are seeking a motivated and detail-oriented individual to join our Technical Support team as a Level I Technical Support. In this role, you will be the first point of contact for our customers, providing essential technical assistance and support for GoContact's products and services. You will diagnose and troubleshoot software and hardware issues, offering solutions to ensure customer satisfaction and product efficiency. KEY RESPONSIBILITIES - Respond to customer inquiries via phone, email, and chat in a professional and timely manner. - Identify, diagnose, and troubleshoot technical issues related to GoContact’s software and hardware. - Provide accurate, efficient solutions to customer problems and escalate more complex issues to Level 2 support as needed. - Maintain detailed records of customer interactions, problems, and solutions in the company’s ticketing system. - Created and updated support documentation and knowledge base articles to assist customers and team members. - Work closely with other support team members to share knowledge and expertise and resolve customer issues effectively. Assisted in onboarding new customers and provided training on using GoContact’s products. - Relay customer feedback to the product development team to contribute to the continuous improvement of GoContact’s services. - Adhere to company policies and procedures, ensuring all customer interactions comply with company standards and regulations. Help drive automation initiatives to create/improve internal tools/solutions. QUALIFICATIONS - High school diploma or equivalent; technical degree or certification is a plus. - Previous experience in a customer service or technical support role is preferred. - Basic understanding of computer systems, networks, and software applications. - Excellent verbal and written communication skills in English and Spanish. - Strong analytical and problem-solving abilities. - Demonstrated ability to provide exceptional customer service and maintain a positive attitude. - Ability to work collaboratively in a team environment. - Flexibility to adapt to changing priorities and handle multiple tasks simultaneously. - Strong attention to detail and organizational skills. WHY BROADVOICE 🚀 Grow Your Career Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. 🏡Enjoy Flexibility We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. 🤝 Community & Culture Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. 🌟 Make an Impact With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future. Are you ready to join a passionate and talented team to build the future of Broadvoice? If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.

• Drive technical resolution - Troubleshoot integration issues, debug tracking and API problems, and review customer implementations directly to guide users through complex technical setups. • Build and maintain integrations - Develop and maintain integrations with third-party platforms, ensuring reliable connectivity and a seamless experience for customers across different tech stacks. • Maintain and improve documentation - Keep the help center, API docs, and integration guides accurate, comprehensive, and easy to use - including written articles, tutorials, and video walkthroughs. • Own the support experience - Respond to customer inquiries via chat and email with clarity and empathy, jump on calls or screenshares when a problem needs a deeper look, and occasionally reach out to new customers to help them get started with the product. • Become a product and industry expert - Continuously deepen your knowledge of FirstPromoter and the broader affiliate and referral marketing space, so customers always have a reliable, knowledgeable expert to turn to. • Contribute cross-functionally - Share structured customer feedback with product and development teams. Collaborate with engineers and customer success on shared priorities.

• Own Production Issues • Triage and resolve customer issues across VPC deployments, APIs, and data pipelines • Debug production systems using logs, metrics, and system-level analysis • Reproduce issues and drive them to resolution with Engineering • Support Customer Infrastructure • Help customers operate Unstructured in AWS, GCP, or Azure environments • Troubleshoot Kubernetes, Docker, networking (VPC, private endpoints), and IAM issues • Guide customers on running reliable, production-grade deployments • Go Deep on Debugging • Investigate issues across document processing pipelines and API behavior • Identify root causes, not just workarounds, and validate fixes • Partner Cross-Functionally • Work closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockers • Act as the voice of the customer for enterprise deployments • Improve the System • Build runbooks, troubleshooting guides, and internal tooling • Identify patterns and drive improvements in reliability and supportability

• Triage and resolve escalated support tickets from Tier 1, owning issues that require elevated access, deeper investigation, or account-level corrections — including email delivery failures, resolving data discrepancies, translation errors, ETL flow corrections, various bugs across all Aiwyn products, and data export/import issues. • Apply a structured pre-escalation checklist mindset: validate that issues have persisted past expected sync windows, verify behavior directly in the Aiwyn UI and database, rule out common expected behaviors, and confirm all relevant data is captured before escalating to Tier 3. • Investigate and resolve data integrity issues across Aiwyn and integrated third-party systems, such as incorrect client records, mismatched financial balances, and failed PM system syncs. • Serve as the escalation point for Tier 1, providing guidance on triage, documentation, and when to escalate versus resolve. • Identify patterns in escalated tickets that may signal systemic bugs or process gaps and communicate findings clearly to the Tier 3 team and engineering. • Collaborate with Customers and cross-functional teams including Customer Success, Implementation, and Engineering to coordinate timely resolution of complex customer issues. • Contribute to the development and maintenance of internal support documentation, escalation guidelines, and knowledge base articles. • Provide clear, empathetic communication to customers throughout the resolution process, setting accurate expectations and following up proactively.