• Lead day-to-day execution of the global technical support strategy across UCaaS, CCaaS, and AI product lines, ensuring strong customer outcomes and continuous improvement • Manage and develop a high-performing global organization of 500+ support professionals across multiple regions and time zones • Support the design, scaling, and delivery of Premium Support programs, including priority routing, proactive monitoring, and escalation frameworks • Own and improve key support KPIs including TTR, CSAT, NPS, FCR, and SLA/SLO performance • Drive operational rigor and technical excellence across SIP/VoIP, telephony, and SaaS support environments • Partner closely with Product and Engineering to ensure customer feedback informs roadmap prioritization and issue resolution • Collaborate with Sales, Customer Success, and Finance on support tiering, pricing models, and capacity planning • Execute workforce planning, hiring, and talent development strategies to support business growth • Leverage AI, automation, and tooling to improve efficiency, reduce case volume, and enhance the customer experience • Engage with strategic customers and support leadership in QBRs and escalation scenarios

Industry/Sector Not Applicable Specialism Managed Services Management Level Senior Associate Job Description & Summary At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services. Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: - Respond effectively to the diverse perspectives, needs, and feelings of others. - Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems. - Use critical thinking to break down complex concepts. - Understand the broader objectives of your project or role and how your work fits into the overall strategy. - Develop a deeper understanding of the business context and how it is changing. - Use reflection to develop self awareness, enhance strengths and address development areas. - Interpret data to inform insights and recommendations. - Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements. AWS Platform & Application Support Engineer Terraform | React and JavaScript | AWS Operations | L2/L3 Support Purpose: Provide a blended application, cloud, and operations support profile for an AWS-based managed-services environment. Role AWS Platform & Application Support Engineer Level AC - Staff - Experienced Tower AI Operations & Platform Support (AI Managed Services) Experience 4+ years in AWS support, application support, Terraform, or a similar cross-stack run-state role Work Location Bangalore / Hyderabad, India (Remote) Key Platforms AWS services, Terraform, React / JavaScript, CI/CD and observability tooling Role profile Hands-on blended support engineer who can troubleshoot across infrastructure, application, API, and UI layers in an AWS-based environment. Primary focus AWS operations, Terraform updates, React / JavaScript issue triage, incident management, and minor enhancements. Best fit A cross-functional support engineer, not a pure front-end developer and not a pure cloud engineer. Role Summary As an AWS Platform & Application Support Engineer, you will support AWS-hosted applications and platform component. The role requires enough breadth to read and update Terraform, troubleshoot React or JavaScript-based components, understand AWS services and dependencies, and operate within incident, change, release, and knowledge-management processes. We are looking for people who can work across layers, learn quickly, and drive issues forward rather than waiting for perfect direction. Key Responsibilities 1. Cross-stack troubleshooting and incident support - Support and troubleshoot AWS-hosted applications and platform components across development, test, and production environments. - Investigate incidents using logs, metrics, traces, dashboards, browser and network debugging, and ticket history to restore service and identify likely causes. - Trace issues across UI, API, cloud infrastructure, and observability tooling with a structured, evidence-based approach. 2. Terraform and cloud operations - Read, update, validate, and support Terraform-based infrastructure and configuration changes using established change controls. - Support AWS operational activities across services such as IAM, CloudWatch, CloudTrail, S3, and relevant compute or container services. - Participate in post-change validation, rollback preparation, and operational-readiness checks for low-risk changes and minor enhancements. 3. Application and integration support - Troubleshoot React / JavaScript or TypeScript-based user-interface issues, API integration problems, and user-facing defects. - Work with platform and development teams to isolate whether issues are rooted in infrastructure, code, configuration, or integration behavior. - Support minor enhancements and low-risk fixes within agreed boundaries and established governance processes. 4. Documentation, transition, and stakeholder coordination - Create and maintain runbooks, support documentation, architecture notes, and knowledge articles. - Participate in transition and ongoing KT activities to clarify ownership, dependencies, escalation paths, and standard support procedures. - Work across platform, application, and business teams to reduce repeat incidents and improve support readiness. Preferred Skills and Experience Skill area Preferred background AWS fundamentals Hands-on working knowledge of IAM, CloudWatch, CloudTrail, S3, networking basics, and at least some compute or container services such as EC2, Lambda, ECS, or EKS. Terraform Experience with Terraform modules, variables, state management, plan / apply workflow, and troubleshooting drift or failed changes. React and JavaScript Working knowledge of React and JavaScript or TypeScript, including browser and network debugging, API integration behavior, and user-facing defect analysis. Operational support Experience with incident, problem, change, and release-management processes, including runbook creation and support documentation. Troubleshooting depth Ability to follow an issue across UI, API, cloud infrastructure, and observability tooling without depending on a separate specialist for first-line analysis. Critical thinking and teamwork Ability to learn an existing architecture quickly, operate with incomplete information, engage stakeholders, and progressively take ownership as knowledge transfer matures. Nice to Have • AWS Bedrock or broader AI / LLM platform familiarity. • CI/CD experience with GitHub Actions, Jenkins, or similar tooling. • Experience with ServiceNow, Jira, or similar ticketing tools. • Basic Python or Node.js scripting for support automation. Working Style & Core Behaviors - Works comfortably across boundaries instead of treating infrastructure, app, and UI issues as separate worlds. - Pushes investigations forward by asking good questions and following evidence. - Is comfortable with ambiguity and does not need perfect documentation to start making progress. - Collaborates well with developers, platform engineers, and non-technical stakeholders. What Good Looks Like - Can independently trace an issue from UI to API to the AWS service and logging layer. - Can make safe Terraform changes with clear validation, rollback, and documentation steps. - Can debug a React or JavaScript issue without relying on a full-time developer for first-line analysis. - Can turn tribal knowledge into usable support documentation and reduce recurring support pain points. Team Context You will join PwC’s AI Operations & Platform Support team supporting clients’ run-state AI environment. The operating model is centered on Level 2 and Level 3 support, monitoring, incident response, service requests, minor enhancements, and continuous improvement across AWS/Bedrock, OpenAI, and related platform components. This role will work in a managed-services model focused on incident management, service requests, monitoring, minor enhancements, knowledge management, and continuous improvement. Success depends not only on technical skill, but also on ownership, collaboration, and the ability to engage stakeholders to progress work. Travel Requirements 0% Job Posting End Date

• Assist customers with setup requests for our products: Consent Management Platform, Preference Management Platform, integrations, APIs, etc. • Troubleshoot and reproduce issues, escalate when necessary, and work closely with our Engineering team to implement fixes, test solutions, and follow up with customers • Provide feedback on product features • Qualify and assess feature requests • Help prioritize the bug backlog • Contribute to internal and external documentation • Train and support Didomi's customer-facing and internal teams • Propose and contribute to projects aimed at improving operations and customer experience (e.g., automations, extensions, sample apps).

• Work as part of an expert team of subject matter experts to help achieve device and IT services growth objectives • Build, develop, and enhance the Deel IT device management services for sale to a global customer base as well as our IT support services offering • Provide technical support for our Sales team and customer base • You will be deploying, configuring, and refreshing devices for Deel IT