• Problem solve using spreadsheets, databases, statistical software, and other resources to synthesize and analyze data and information • Process data for predictive models and visualization • Assist in creation of models for analyzing and predicting various risks • Validate software output • Create materials to answer client questions on an ad-hoc basis • Prepare and document project files • Assist in R&D and marketing efforts to grow the business • Check teammates’ work for technical accuracy • Leverage AI-enabled tools (e.g., generative AI, automation platforms) to enhance research, analysis, and workflow efficiency • Apply sound judgment when using AI outputs, including validating accuracy, identifying limitations, and ensuring appropriate use • Continuously evaluate and refine personal workflows to incorporate emerging tools and best practices

• Manage and complete support cases and service requests for customers • Monitor and Administer PingDS, PingAM, and PingIDM in a DevOps environment • Provide communication with and between customers and other supporting teams across the organization • Update processes, documentation, and knowledge base as changes are made or discovered • Assist in coordinating and diagnosing issues with third-party tools used in customer environments • Initiate and participate in incidents and root cause analyses as a product SME

• Serve as a Subject Matter Expert • Provide in-depth technical knowledge and expertise complex on complex major projects requiring innovative and original solutions. • Troubleshooting via root cause analysis and providing workarounds and fixes • Provide technical guidance and best practices for upgrades of Mitratech software applications which could include oversight of short-term upgrade projects and execution of associated technical tasks • Assist other members of the support team with technical issues and act as an escalation point for issues that fall outside of the scope for Tier I, Tier II, and Tier III Engineers • Lead advanced technical work that develops new troubleshooting processes and technical workarounds. • Participate in the planning and coordination of new product deployment and enhancement projects, ensuring preparedness in servicing the product • Monitor all production system applications and participate in issue resolution for high-impact issues for Mitratech-hosted clients • Recreate product defects and work with the engineering maintenance team on scoping resolution to provide to clients • Assist in troubleshooting issues with infrastructure related to running Mitratech products, including application servers, middleware, networking components, database server, and other hardware • Maintaining and documenting client configurations and customization

• Own the end-to-end architecture of Automatiq’s Intercom environment: inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data models • Audit the current state and build a remediation roadmap; identify and correct the configuration decisions that are limiting our ability to measure and manage support at scale • Design for scale — build a clean, logical system that agents can work in efficiently and managers can interpret clearly • Manage user access, roles, and permissions; maintain well-documented, consistent system standards across teams • Partner closely with Automatiq’s Internal Operations product manager to ensure Intercom integrates efficiently into our broader tooling ecosystem and remains aligned with the company’s technology roadmap • Evaluate and implement AI-powered capabilities within Intercom — including intelligent triage, deflection, and response assistance — in support of Automatiq’s broader strategy of leveraging technology to drive operational efficiency • Partner with support leadership to understand how we believe great support should be delivered, then translate that philosophy into platform architecture and process design • Recommend and implement best practices for how the organization should operate within the platform — not just feature usage, but the habits and workflows that compound over time • Proactively surface configuration gaps where the current setup creates friction, blind spots, or inconsistency • Identify the critical support capability areas we cannot reliably measure today — productivity, volume drivers, resolution quality, team and individual performance — and build the instrumentation to track them • Design and maintain reporting frameworks that give support managers, team leads, and senior stakeholders a clear, honest picture of what’s happening at the customer, team, and agent level • Go beyond output metrics: build for the questions that actually matter, including where volume is coming from, what’s driving it, where resolution is breaking down, and what support patterns signal for the broader business • Recommend KPI frameworks that align to goals as defined by support leaders, drawing on historical data and industry benchmarks; build the infrastructure to track them • Ensure that support data becomes a shared resource across functions, not siloed in the support team • Continuously evaluate workflow efficiency and identify opportunities to reduce manual work, improve routing, and increase automation signal-to-noise • Stay current on Intercom product updates and assess new capabilities for adoption; serve as the internal subject matter expert • Support managers and team leads in setting achievable, data-grounded performance targets based on what the platform can actually tell us • Identify and act on opportunities to reduce support costs over time — through automation, deflection, improved routing, and elimination of avoidable volume — without compromising the quality of the customer experience