• Responsable de garantizar la continuidad y desempeño óptimo de los activos tecnológicos de la compañía. • Brindar soporte técnico en sitio. • Realizar mantenimiento preventivo y correctivo. • Gestionar cualquier incidencia, escalándola conforme a los tiempos establecidos en los SLA. • Instalación, configuración, administración y mantenimiento de sistemas informáticos y hardware. • Asegurar el rendimiento óptimo y la disponibilidad de recursos tecnológicos en cada ubicación asignada. • Monitorear el desempeño de redes LAN/WAN y asegurar su correcto funcionamiento. • Identificar, diagnosticar y resolver problemas de red. • Actualizar hardware, software y equipos de telecomunicaciones según las necesidades operativas.

• Provide fast, high-quality support across email, chat, and video, maintaining strong CSAT and meeting SLAs across APAC hours. • Diagnose and resolve complex issues across Attio’s API (REST payloads, authentication, error handling), webhooks, SDKs, and integrations — identifying root causes rather than surface-level fixes. • Investigate issues spanning Attio and third-party platforms, interpreting logs, error outputs, and system behaviours to triage effectively before escalating to Engineering. • Advise on and troubleshoot customer-built automations (e.g. Zapier, Make, n8n), diagnosing failures and recommending improvements, while supporting equivalent builds within Attio’s native workflows. • Troubleshoot MCP server connections and support customers integrating Attio into AI-powered workflows and toolchains. • Act as the primary technical support contact for APAC, independently managing a wide range of queries — from foundational product questions to complex technical investigations. • Surface recurring issues, patterns, and product feedback from the APAC region, acting as the voice of the customer to Support, Product, and Engineering. • Contribute to Help Center content, internal documentation, and support workflows, continuously improving how we operate. • Build deep expertise in Attio’s product, APIs, and integrations, staying ahead of new features to support customers with confidence.

• Monitor system performance across the residential solar portfolio, proactively identifying underperforming or non-producing systems through alerting and diagnostic tools. • Triage and investigate service cases, validating issues and determining appropriate troubleshooting paths based on system data and known failure modes. • Execute remote troubleshooting steps to resolve system issues, including inverter resets, communication troubleshooting, and guiding homeowners through required actions. • Maximize remote resolution by identifying and applying effective solutions, minimizing unnecessary site visits. • Communicate clearly and empathetically with homeowners to explain issues, guide troubleshooting steps, and set expectations for resolution. • Accurately document all troubleshooting steps, findings, and outcomes within Salesforce to ensure clear case history and enable downstream coordination if needed. • Escalate unresolved or complex issues to Service Project Coordinators with clear, complete context, including validated scope and recommended next steps. • Manage and prioritize service queues to ensure all cases are addressed within defined SLA timelines. • Identify trends, recurring issues, and failure patterns across the portfolio, contributing insights to improve monitoring, processes, and product performance. • Collaborate cross-functionally with Service Operations, Product, and Engineering teams to improve alert quality, reduce false positives, and enhance troubleshooting workflows. • Participate in root cause analysis and continuous improvement initiatives to increase remote resolution rates and reduce overall service cost.

• Provide first-line technical support to end users for common hardware, software, and access issues. • Troubleshoot basic problems and escalate more complex issues to senior engineers. • Assist with user account setup and maintenance (onboarding, offboarding, password resets, access requests). • Support daily IT operations, ensuring systems and services are running smoothly. • Help track and manage support requests using the Jira ticketing system, following team processes and SLAs. • Assist in setting up laptops and workstations for new employees. • Support basic administration tasks in Microsoft 365 (e.g. email, Teams, SharePoint). • Gain exposure to IT infrastructure, including: - Windows Server environments - Virtualization (e.g. Hyper-V) - Networking and firewall concepts - Microsoft Suite (Azure , Entra , Admin , Teams etc.) • Assist with routine checks, updates, and documentation of IT systems. • Learn and support backup processes and monitoring under supervision. • Collaborate with team members and occasionally with external vendors.