• Provide remote support to customers via phone, web, and email. • Take ownership of customer issues and handle problems through to resolution. • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Prioritize and managing open escalation cases. • Provide accurate and prompt updates to customers. • Manage technical escalations and participate in conference calls. • Some weekend coverage as required • Participate in cross regional/functional swarming support model • Document knowledge in the form of knowledge base articles.

• Provide remote technical support to customers according to contractual response times • Utilize remote tools such as RSvP, SynerGE, “Gameplan”, CRU process to drive service effectiveness • Support Field Engineers utilizing innovative technology solutions to drive productivity and quality • Be part of an integrated “One Service” response team within the field to include regular on-site, face-to face engagement with team to support installations and customer escalations (CSOs) as appropriate • Contribute knowledge and maintain the current KMS (Knowledge Management System) • Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required • Act as change agent/field "expert" for these programs and monitor NPI product performance • Gather data and share information with Modality Engineering groups to drive product quality and serviceability • Identify field process improvements that drive first call resolution excellence • Support field-based technical training and instructor lead training at HCI as needed and drive use of remote diagnostic troubleshooting tools to qualified field personnel

• Allocate appropriate resources to ensure the overall high support service quality for system installation and ongoing service • Ensure timely response to customer and be fully responsible for customer satisfaction • Accountable for the excellent on-going customer relationships with assigned accounts or accounts in the assigned territory • Proactively read customer needs and provide value-added services to customers • Manage and ensure the timely and accurate reporting of open calls in Open Up Time system in accordance with company policy • Responsible for the spare parts management and maintenance according to the company policy • Initiate identify and lead improvement projects to achieve company objectives • Responsible for newcomer, coaching and development to raise the new employee competency to achieve company objectives • Complete employee performance evaluation process and goal setting before deadline • Participate and take on additional assignments and projects as required • Paperwork, return CSR, close request, and return unusable part in time

Senior Technical Support Engineer Location: US About Arrcus Arrcus aims to enrich human experiences by seamlessly interconnecting people, machines, and data. Our team is a blend of world-class technologists with a proven track record in building industry-leading networking products, supported by domain experts, visionary leaders, and top-tier VC partners. Role As a Technical Support Engineer at Arrcus, you will leverage advanced technical and customer communication skills to diagnose and resolve complex issues for customers. You'll collaborate closely with both Customer Engineering and core Engineering teams to ensure customer success. Responsibilities Troubleshoot and resolve complex hardware and software issues in customer production environments. Replicate customer network problems in a lab environment for in-depth analysis. Provide technical guidance to customers during network deployment, operation, and incident handling. Manage mission-critical customer issues, act as a liaison between customers and internal engineering/escalation teams. Advocate for customers to ensure timely problem resolution, including detailed issue documentation and escalation. Document and reproduce customer-reported issues, coordinate with engineering fixes as necessary. Develop technical specializations and contribute white papers, KBs, and documentation as needed. Participate in cross-functional projects such as new product launches, support readiness, and process/tool improvements. Qualifications Benefits Bonus + Equity 100% covered medical, dental, and vision insurance Parental leave 401k retirement plan Employee Assistance programs Health & wellness programs and resources Weekly Catered lunches at our San Jose office. Monthly happy hours at our San Jose office Salary: $75,000-200,000/yr Investors and Funding Arrcus has raised over $125M in funding from top tier Venture Capital firms(VCs) such as Prosperity7 Ventures, Lightspeed Venture Partners, General Catalyst, and Clear Ventures as well as strategic investors such as Liberty Global, SoftBank Corp, and Samsung Next. For more information, go to www.arrcus.com or follow @arrcusinc. Equal Opportunity At Arrcus, we’re proud to be an equal opportunity employer – We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. A strong belief of culture addition will propel us forward, together. With this, we consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, benefits, compensation and training..