• The Cynet Support Team provides expert technical support to global customers and is responsible for: Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required). • Working closely with customers to ensure full deployment, optimization, and ongoing support. • Creating supporting documentation and knowledge base articles for customers. • Delivering formal remote training sessions and hands-on guidance to Cynet customers. • Providing Tier 2 support – including in-depth investigations and delivering workarounds or permanent solutions while meeting SLAs. • Collaborating closely with the SOC and R&D teams to ensure fast and effective issue resolution. • Understanding customer needs and contributing feedback to help shape and improve the Cynet product.

• Act as a trusted technical partner to dental professionals, supporting them throughout their digital journey • Responsible for the initial processing and assessment of digital orthodontic cases • Deliver high-quality technical support • Provide on-site and remote Spark demonstrations in close collaboration with Sales teams • Involved in travelling and supporting dental events (25% travel)

• Provide tier 1 support to SAP application users • Provide professional first-level support via email and phone, troubleshooting technical SAP issues for internal customers • Log all inquiries in the ticketing system (iSupport), aiming for first-contact resolution, and escalating to Level 2 teams with comprehensive details when needed • Manage user access through provisioning, including onboarding new hires, processing status changes, and handling terminations • Proactively identify potential major incidents and contribute to continuous improvement by updating the team's knowledge base and standard operating procedures (SOPs) • Translating documentation and user communications from English to French

• Perform intermediate-level technical analysis (L2), handling the resolution of more complex incidents; • Execute troubleshooting, diagnosis and resolution of incidents in production environments; • Monitor applications, services and infrastructure to ensure availability and performance; • Analyze logs, metrics and alerts to identify failures and degradations; • Respond to critical incidents and recurring problems, conducting root cause analyses (RCA); • Support deployment and release processes and perform post-deployment validations; • Collaborate with development, QA and Cloud teams to address incidents and implement improvements; • Create and maintain up-to-date technical documentation and a knowledge base; • Propose continuous improvements focused on system stability, performance and reliability; • Perform queries on relational and non-relational databases.