• Serve as a primary technical resource for customer inquiries related to Upbound’s products Spaces, Cloud, Official Extensions, Marketplace, Registry & More delivering a “wow” experience with every single touch • Apply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root cause • Triage, own, and drive tickets to resolution with urgency and clear communication proactively keeping customers informed every step of the way • Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution • Partner with the Solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experience • Capture and contribute knowledge back to the team building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) methodology • Gather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the team • Build or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your own impact

• Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison • Respond with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines • Communicate and collaborate with team members, other departments and management to deliver timely resolution of customer issues • Document solutions and produce written guidance on resolution steps and procedures • Be proactive in acquiring knowledge of the Keyloop product suite and associated toolset • Reporting issues, recommending process improvements and identifying support tools • Effectively coach and mentor colleagues for case resolution and knowledge growth

Role Description Casepoint provides full eDiscovery capabilities through a powerful, secure, cloud-based platform. We are repeatedly chosen by leading law firms and multinational corporations for their largest matters. On an upward trajectory for almost a decade, Casepoint is looking to expand its team globally. Team cooperation, “work hard, play hard” attitude, open communication, and kindness mark Casepoint’s culture. (Remote Job) Roles & Responsibilities - Monitor and review all incoming customer requests for user support and data operations through CRM tools, performing initial analysis to determine the appropriate course of action. - Take a lead on Data Discovery request to create sub tickets and assign/coordinate with relevant team members based on their nature and priority, ensuring efficient and effective handling. - Ensure all project/task information is accurately captured within the CRM tool, while assigning priority levels to requests based on urgency and impact to address critical issues promptly. - Closely monitor request status and provide routine status reports, including task completion reports and data delivery schedules to requester. - Assist in the planning and execution of Data Discovery projects/Task, including managing timelines and resources. - Validate secure and stable transfers of customer data. - Analyze electronically stored information and associated data to identify compatibility with Casepoint systems. - Assist customer success leads and Case team with basic Tier 1 & Tier 2 Casepoint platform requests. - Create deliverables for opposing counsel, trial consultants, and/or the courts that conform to all required technical specifications as designated per protocols. - Perform quality control of deliverables to determine if they are sound and can be utilized for the purposes that they were intended for. - Supports the business needs of the department, Account Managers, and Customer Success Leads. - Supports Casepoint requirements through application development, data processing and validation management, workflow analysis, and customer training. - Provide support for all project and case team needs to include, but not limited to: evaluate project data; create project workspaces; create project reports required; interface with the Casepoint development team to resolve end-user and/or case team troubles. - Assess incoming data as to size and formatting and generate scope reports. - Proactively contribute to the continuous improvement of the eDiscovery services by introducing automated workflow concepts for complex requests like Data migration, normalization, Data management. - Large and/or complex analytical data and file manipulation tasks the customer may request, i.e., check data compatibility with Casepoint platform. (This will include all requests received as part of POC, RFP, forensic Data migration, Mobile or Cloud Data parsing and processing). Compensation & Culture Excellent culture produces an excellent product. We value our team members, so we provide a nurturing environment of camaraderie. We recognize talent with competitive compensation and career empowerment. Location Surat, India Regards HR Team Casepoint

• Supporting and guiding our ClickHouse users, customers, and prospects via cases, chat, Slack, community, and meetings • Develop solutions based on ClickHouse Cloud and ClickHouse open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training • Work closely with our global Support Services, Engineering, Go to Market, and Product Management teams to help define functionality required by users and customers • Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers • You will deliver excellent customer service as a first-line technical engineer and representative of ClickHouse. Our Support Engineers provide professional response, on-call coverage, and guidance within the required Service Level Agreements ("SLAs") on technical cases that are opened via a ticketing system, email, Slack, chat, and/or phone • You will build strong, trusted relationships with colleagues, customers, and partners