• Taking lead on customer escalations in all regions, providing regular updates to the customer base on timelines for resolution and resolution path. • Liaising with Collibra developers, product managers, and other experts to resolve complex product issues regarding Collibra products and related third-party products. • Providing structured enablement on technical topics and new features by conducting training sessions and contributing to the knowledge-base. • Leveraging and promoting an understanding of advanced technologies, best practices and user requirements to create and recommend innovative solutions. • Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible. • Managing/executing a diverse set of tasks as a technical leader of the Global Support organization.

• Provide first-line technical support for issues related to user access, accounts, and company devices • Troubleshoot basic issues across macOS and iOS environments • Assist users with Google Workspace-related requests (logins, permissions, etc.) • Respond to support requests via Slack in a timely and professional manner • Maintain a helpful, clear, and empathetic tone in all interactions • Conduct occasional Google Meet calls to verify user identity when required • Escalate more complex technical issues to the appropriate internal teams • Follow up with users to ensure full resolution of reported problems • Accurately document support requests and resolutions • Contribute to internal documentation and knowledge bases • Collaborate with team members using Slack and other internal tools

Role Description We are looking for a reliable and solution-oriented Support Agent to join our team, focusing on Level 1 IT support. In this role, you will assist internal users with basic technical issues related to access, devices, and accounts, ensuring a smooth and efficient support experience. This is a user-facing role where clear communication, responsiveness, and problem-solving are essential. The ideal candidate is comfortable handling technical support requests, remains calm under pressure, and is proactive in resolving issues. Role Overview - Serve as the first point of contact for internal support requests. - Troubleshoot common IT issues, guide users through solutions, and escalate more complex cases when necessary. - Most communication will take place via Slack, with occasional video calls for identity verification. Key Responsibilities - IT Support (Level 1) - Provide first-line technical support for issues related to user access, accounts, and company devices. - Troubleshoot basic issues across macOS and iOS environments. - Assist users with Google Workspace-related requests (logins, permissions, etc.). - User Communication - Respond to support requests via Slack in a timely and professional manner. - Maintain a helpful, clear, and empathetic tone in all interactions. - Conduct occasional Google Meet calls to verify user identity when required. - Issue Management - Escalate more complex technical issues to the appropriate internal teams. - Follow up with users to ensure full resolution of reported problems. - Documentation & Collaboration - Accurately document support requests and resolutions. - Contribute to internal documentation and knowledge bases. - Collaborate with team members using Slack and other internal tools. Qualifications - Strong written and verbal communication skills in English. - Previous experience in customer support or IT support (L1 or similar). - Basic troubleshooting skills for user access, devices, and account-related issues. - Comfortable supporting macOS and/or iOS environments. - Ability to work evening or night shifts (PH time). - High level of professionalism, patience, and responsiveness. - Comfortable working in a fully remote environment. Requirements - Experience with Jamf Pro or device management tools. - Familiarity with Google Workspace administration. - Experience using Slack as a primary support channel. - Background in IT support or helpdesk environments. - Experience in high-volume support settings. Benefits - Remote Work: Work from anywhere—our team is global, and we value work-life balance. - Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us. - Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market. Company Description As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.

• Communicate with customers and accept inquiries via Helpdesk & Skype. • Handle requests from members of other teams. • Solve tasks by themselves or escalate tasks to other teams and control the process of their implementation: technical specialists, account managers • Provide quality service to customers.