• Become technically proficient in the NetDocuments suite of products • Answer incoming phone calls and own incoming Support Cases through our Support Portal • Troubleshoot technical problems and resolve issues for customers using the NetDocuments platform • Manage and respond to your backlog of Support Cases in a timely fashion • Own your Support Cases from creation through resolution • Participate in the Software Development lifecycle through diagnosis and reporting of new and known issues • Participate in KCS by creating and editing Knowledge Base articles • Quickly ramp up on new releases, enhancements, and product functionality to ensure successful support for customers • Assist in after hours on-call Support rotation (optional and paid) • Other duties as assigned

• Use observability tools to monitor metrics, logs and events that indicate the status of IT services; • Configure automatic alerts to quickly detect any anomalies or performance degradations in IT assets; • Investigate collected data to identify root causes of issues, bottlenecks or service failures; • Anticipate potential problems before they affect end users through predictive analysis and trend monitoring; • Recommend and implement improvements to infrastructure or applications to optimize service performance; • Document actions taken, analyses and improvements made to maintain a detailed history and facilitate future interventions; • Support initiatives aimed at increasing the availability, reliability and performance of IT services; • Collaborate with other IT infrastructure teams to ensure solutions align with observability and performance best practices; • Execute simulations and tests to ensure services can recover quickly from incidents or failures.

• Develop and maintain backup plans that meet the organization’s needs, including frequency, backup types (full, incremental, differential) and storage; • Install and configure storage resources, including high-availability settings; • Define and implement zone policies for access to storage system resources; • Using management tools, perform tasks related to configuration and monitoring of the storage system; • Monitor and optimize storage system usage via management tools, performing load balancing when necessary to avoid resource overload; • Work with the various user teams of the storage area network (SAN) to track actual growth rates of storage capacity, notifying stakeholders and managers about the storage system status; • Record all incidents/anomalies related to the SAN, keeping stakeholders informed of issues; • Prepare and maintain up-to-date documentation related to components of the storage solution; • Track open vendor tickets for resolution of high-complexity storage-related issues; • Participate in projects, providing technical information on characteristics and sizing of computing resources required to support SAN solutions and their components; • Analyze requirements for resource sizing in the composition of the backup/restore infrastructure; • Propose changes to backup/restore policies for servers used in the production environment; • Install, configure, update and remove backup/restore hardware and software in test and production environments; • Track open vendor tickets for resolution of high-complexity backup/restore issues; • Perform periodic restore tests to validate backups; • Prepare technical documents on best practices for using backup/restore software, for dissemination to technical teams; • Participate in projects, providing technical information on characteristics and sizing of computing resources required to support backup/restore solutions and their components.

• Monitor storage usage, identify bottlenecks, and plan expansions or improvements to prevent future issues; • Define and enforce data retention, backup, and archival policies, ensuring compliance with internal and external regulations; • Diagnose and resolve storage-related issues, minimizing impact on organizational operations; • Perform updates, patches, and maintenance of storage hardware and software to ensure system stability and security; • Maintain detailed records of configurations, procedures, incidents, and improvements made to storage systems; • Participate in projects to expand or upgrade storage infrastructure, ensuring integration and compatibility; • Implement security measures, access controls, and encryption to protect stored information.