• Address and resolve support requests for the client's digital platform in a fast-paced environment. • Respond to support requests, clarify questions from the client, and resolve incidents and service requests. • Restore production operations through remedial actions. • Keep the client informed about the lifecycle of the ticket. • Actively contribute to the improvement of services. • Prioritize and escalate critical situations. • Promote client satisfaction by establishing partnership. • Prevent reopening of support tickets by efficient resolution. • Collaborate with the support team by sharing knowledge. • Implement and optimize algorithms and automation processes.

• Monitor ticket queue and manage tickets according to Support SLA • Investigate and resolve tickets submitted to the Support Team • Work with product and development teams to understand severity and impact of reported customer issues. • Triage tickets and escalate as appropriate to team members • Respond to customer tickets informatively and with professionalism • Participate in daily, weekly, and monthly reporting requirements • Maintain Support knowledgebase articles, and add additional articles as required • Provide timely updates to the Support Lead on the progress of tickets • Collaborate on the creation and maintenance of training guides, FAQs and other user documentation

Company Description At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work. Job Description Job Position- Port Technician - REMOTE Can reside anywhere within 1 hour of Airport in US. Travel 95-100% of time across the Americas Do you have an interest in becoming an experienced electrical or mechanical technician? Are you able and capable of working at extreme heights? Konecranes has many opportunities open across the united states that we are looking to fill with mechanically inclined individuals. At Konecranes, service technicians are the heart of our industry. Our technicians work in a safety first type of environment and don’t mind heights or working on mechanical parts. As a service technician, you will be working with 480 3 phase motors, troubleshooting issues with our cranes, and working with clients and facility directors to ensure that our clients are properly being taken care of. Our service technicians are provided with a company vehicle for their travels, and have the opportunity to experience new and challenging situations with each job Principal Responsibilities: - Perform mechanical maintenance and inspections on Rubber Tyred Gantry (RTG’s), Ship to Shore (STS), Rail Mounted Gantry (RMG), Automated Stacking Cranes (ASC), Straddle Carriers, Munck Loader, Goliath Gantry, Level Luffing cranes at customer locations. - Conduct extensive on site mechanical troubleshooting to determine cause for equipment malfunction and establish the necessary repairs utilizing visual inspection, test procedures and appropriate test equipment. - Perform on site repairs on customer’s cranes in conjunction with planned repairs as part of customer’s maintenance contract, in response to a service call or on an emergency call due to an equipment breakdown. - Responsible for a basic understanding and working knowledge or all OSHA, ANSI, CMAA, and other codes or regulations pertaining to our industry. Must be able to get specific regulations if requested. - Responsible for completing all daily paperwork required accurately and completely. - Document and log any quotations you provide customers (either verbal or written) and generate a document or copy of your quote for use as a follow-up sheet. - Review with the customer all repairs you performed and get their signature on the daily service report indicating their acceptance of proper and completed work. - Responsible for maintaining a professional appearance and image at all times. - Maintain all company equipment and assets in proper working order and neat or clean. - Maintain a stock of the appropriate forms and literature on the service vehicle and be capable of utilizing the proper documentation and forms used by the service department. - Responsible for keeping a proper stock level of inventory and line stock items on the service vehicle. - Accountable for all the company issued tools, ladders, and inventory levels assigned to you. - Responsible for generating sales and service leads during service calls and identifying the proper Konecranes personnel of the customer’s need and level of interest. - Must develop a thorough working knowledge of our service literature, service policies and labor rates. - Must provide customers with a “Safety Summary” on any safety items noticed during service visits and bring back a signed copy of the document as evidence of our notice to the customer. (This is a basic professional courtesy required at all times. It also may protect Konecranes from any liability if the crane is used.) - Must maintain regular communication with the local office and/or call in a minimum of once per day to the service supervisor. - Responsible for understanding the procurement of basic parts on service jobs, completing the proper purchase orders and developing a good working knowledge of local vendors and vendor stocked parts. If the job permits or the situation warrants, all the ordering of parts for jobs should be done by the technician servicing the account and this time should be billed to the project. - Responsible for working a “fair share” of any 24 hour call and overtime necessary. This will be divided as equally as possible by the service supervisor. - Responsible for completing a “Safety Audit” on the limit switches and proper general operation of any crane you have worked on or inspected prior to leaving the customer’s premises. Qualifications Education: Prefer two-year associate degree in Industrial Electrical/Mechanical Technology or related field or equivalent vocational/technical training and experience. Experience: Minimum one (1) years’ experience involving mechanical and/or industrial troubleshooting and repair. Salary: $30 - $45 an hour - Pay is determined based on skills, geographic location, internal equity, market/data analysis, number of years of prior relevant experience, degrees and/or certifications, technical assessment score, etc. Company Vehicle: Our Service Technicians get a work truck and a gas card to be used for business purposes. Candidates must pass a Motor Vehicle Record (MVR) check. Benefits: Medical Plan (You can reduce your deductible by participating in our Wellness Program for 2024. Employees will then have the option to potentially get their medical benefits at no cost in 2025. Ask us for details!) Dental, Vision, 401k plan with a match from day one, profit sharing, identity theft protection, accident insurance, travel insurance and so much more! Other Requirements: Must have good mechanical aptitude. Must have and maintain a good driving record, including a valid driver’s license. Must be willing and able to work off the ground. Must be willing and able to work overtime and out of town as necessary. Must be willing and able to work in demanding work environments. This is a safety sensitive position. Additional Information What we offer: Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, identity theft protection, accident insurance, travel insurance and so much more! Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks. Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service Holidays: 10 paid holidays per year Must be able to frequently lift up to 25 lbs. Must be able to lift up to 50 lbs. on a daily basis. Must be able to lift up to 75 lbs. although not on a daily basis. Must be able to lift 100 lbs. on a rare basis. This position requires frequent climbing, balancing, stooping/crouching, and overhead reaching. This position requires occasional pushing, pulling, kneeling, and crawling. This position will be inside approximately 10% of the time and outside approximately 90% of the time. This position will be frequently exposed to heat, cold, noise and heights. Konecranes moves what matters. Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs. Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category. Konecranes, Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes, Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency. - Job Category: Service - Employee Group: Employee - Employment Type: Undefined term - Full-time/part-time position: Full-time - Workplace Type: Remote - Compensation: USD 30 - USD 45 - hourly

• Provide hands-on support and troubleshooting for on-premise deployments and workloads deployed in the AWS Cloud environment. • Actively participate as a contributing member of a geographically distributed support team. • Apply foundational understanding of cloud service delivery models — PaaS, IaaS, and SaaS. • Use your working knowledge of the AWS platform to assist in diagnosing cloud-related performance, availability, and configuration issues. • Clear, professional, and empathetic communication with end users, customers, and internal stakeholders. • Adhere to defined incident management processes, escalation paths, and runbooks to resolve support tickets efficiently.