• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process. • Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools. • Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology • Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level. • Manage the daily prioritization, coding, and routing of service incidents and requests. • Follow Thrive's established best practices for task management • Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service. • Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution. • Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.

• Design, install, configure, and support systems technologies including servers, storage, Active Directory, MS Azure, MS 365, Sharepoint, and Intune • Provide consulting to clients on integration of new technologies into existing infrastructure • Work with various engineering teams within Ascend to implement advanced business solutions to meet customer needs in critical environments • Track hours against client agreements and maintain agreement profitability • Report to team with work progress on a daily basis • Review existing documentation and provide new detailed documentation to required parties • Participate in all required activities as scheduled by leadership

• Develop trading system infrastructure in Python and C# as directed. • Work with traders, middle office and other stakeholders to understand the core problems that each of the teams is facing, in both Cefi and Defi environments and design solutions. • Deploy trading system components in to our production environment. • Be responsible for troubleshooting system issues as and when they occur. • Identify opportunities for system improvements. • Engage with the team during system design discussions, code reviews, trading idea brainstorms.

• Assist in establishing a memorandum of understanding (MoU) with subject matter expert (SME) • Maintain communication with subject matter expert (SME) assigned to the course • Build course modules in WVU eCampus following the schedule established by the MoU • Ensure courses have a “Start Here” section with Welcome message, Instructor Bio, Syllabus, and Next Steps page • Create Learning Modules containing objects such as Document content pages, Assignments, Discussions, Tests/Quizzes • Follow best practices for making content accessible