• Provide accurate documentation on all maintenance and repair events. • Verify that all repair and maintenance work is necessary and performed at a competitive price. • When applicable, negotiate repair costs on behalf of the customer. Document all cost savings, including identification of recommended repairs that are not needed. • Ensure appropriate preventative maintenance schedule is followed. • Ensure agreed to charges for services work performed is aligned with the final amount charged. • Assist with the development of processes and tools to streamline delivery of maintenance management services to our customers.

• Perform application installations, upgrades, and configuration across Customer test and production environments. • Execute deployment activities using Azure DevOps release pipelines. • Follow change management processes to ensure safe and reliable releases. • Validate deployments and coordinate with the cross-functional teams. • Monitor and manage CI/CD pipelines to ensure successful releases. • Troubleshoot deployment failures and environment-related issues. • Maintain deployment documentation, runbooks, and standard operating procedures. • Collaborate with DevOps teams to improve deployment reliability. • Provide L2/L3 technical support for hosted applications and infrastructure. • Participate in on-call rotations for incident response and resolution. • Investigate production issues, perform root cause analysis, and recommend preventive actions. • Ensure adherence to SLA commitments and incident management processes. • Work closely with cross-functional teams including Infrastructure, DevOps, , and Product Engineering. • Provide timely updates during incidents, maintenance windows, and releases. • Document known issues, resolutions, and best practices.

• Log and track support tickets, gather necessary information from users, and resolve basic technical issues within scope. • Provide entry-level support for desktops, laptops, printers, and mobile devices. • Assist with software installations and updates. • Perform routine maintenance tasks such as patching, backups, and hardware checks under supervision. • Assist with creating and managing user accounts in systems like Active Directory and Office 365. • Identify issues that require advanced troubleshooting and escalate to senior team members as needed. • Maintain a helpful and professional attitude when interacting with users, ensuring a positive support experience. • Participate in training and certification programs to build technical skills and knowledge. • Other duties as assigned.

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions • Become a product expert and develop creative solutions and workflows that best meet customer needs • Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases • Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.