• Handle customer and internal user requests via chat, email, and occasionally phone calls in English. • Provide consultations regarding our products and services in Edge Network. • Conduct technical diagnostics to resolve issues, gather information about customer and user incidents, and escalate to higher levels of technical support if needed. • Address complex technical issues and provide timely, effective solutions while considering the impact on customers' business operations, based on internal documentation. • Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences, sharing knowledge and expertise with other team members to enhance overall support capabilities.

• Provide exceptional technical support to customers, partners, and field engineers via email, phone, and screen shares • Respond with professional updates to customers via the support system within agreed SLAs • Ability to troubleshoot and resolve customer issues in a timely manner • Create and publish articles for Flexera’s Knowledge Base • Communicate effectively with Product Management and Engineering regarding defects and enhancement requests • Ability to work after-hours support when necessary

• Own our Zendesk account end-to-end — managing inbound tickets from parents, teachers, and app store reviews with prompt, accurate, and empathetic responses, while also configuring workflows, macros, and tagging taxonomies to handle growing volume efficiently. • Define, track, and report on core support metrics — including first response time, resolution time, and ticket volume — using data and AI tools to surface patterns, drive process improvements, and bring structured insights to Product and Engineering. • Surface, replicate, and document user-reported bugs and ticket trends, serving as the go-between for users and the Product and Engineering teams to ensure issues are tracked, resolved, and informing the roadmap. • Maintain and improve our Help Center and technical user guides — writing and updating support articles, FAQs, troubleshooting guides, release notes, and device-specific resources (e.g., Google Admin Console guides for Chromebook deployments) — leveraging AI tools for efficient content creation. • Serve as first responder for user-facing incidents — coordinating with Engineering on triage, communicating status to affected users and partners, and documenting post-mortems. • Conduct regular testing of the Khan Kids app experience, including structured competitor analysis of peer apps, to proactively surface friction points and keep support content accurate as the product evolves. • Support district rostering via Clever and manual methods, serving as a knowledgeable resource for district IT administrators navigating app deployment and setup. • Triage, test, and track technical support issues for district and school partners, leading technical support calls as needed to resolve complex issues. • Collaborate with our District Success Team to write and maintain district-facing support resources, ensuring partners have what they need to successfully deploy and scale Khan Kids in their schools. • Build and maintain positive relationships with district and school partners, ensuring a high level of satisfaction and long-term engagement. • Partner with Product and Engineering to coordinate QA testing ahead of app updates, new features, and content launches — and develop corresponding support resources so users and partners are prepared from day one. • Maintain a close working relationship with the broader Khan Academy support team to align on tools, standards, and escalation processes.

• Serve as the final escalation point for intricate ELD compliance product for post-sales customers. • Own the end-to-end lifecycle of complex product issues, coordinating Possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility. • Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives. • Provide technical support for audits & inspections in collaboration with our Escalations, Product and Legal teams • Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends. • Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions. • Lead technical feedback for new products to ensure supportability and ease of customer understanding. • Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness. • Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis. • Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.