• The Aquatics Technical Support Specialist II is responsible for efficiently addressing customer inquiries, offering effective solutions, and providing expert guidance to product users regarding features and functionalities. • Each Specialist will be responsible for a designated portfolio of clients, serving as the primary point of contact for all client inquiries. • Furthermore, Specialists will respond to escalated calls and offer assistance to clients beyond their assigned portfolio when necessary. • Success in this role hinges on exceptional communication skills and troubleshooting skills, the ability to establish trust with our clients, proficiency in utilizing help desk software, and the overarching goal of contributing to our reputation as a company known for delivering outstanding customer support throughout all sales and after-sales processes. • Proactively manage an allocated client portfolio to guarantee an exceptional customer experience. • Proficiently establish and nurture client relationships by regularly performing client check-ins and profile analysis. • Ensure a complete client onboarding process in VivoPoint, including user set up, notification preference, preliminary VivoPoint training, and confirmation that systems were installed correctly. • Respond promptly and accurately to customer inquiries via phone, email, or chat channels. • Identify and address customer needs, guiding them in utilizing specific product features effectively. • Effectively guide clients and team members through basic to intermediate troubleshooting procedures; accept and respond to escalated calls from Aquatics Technical Support Specialist I. • Conduct comprehensive analysis to detect and report product malfunctions, including testing various scenarios or simulating user experiences. • Create, maintain, and update our internal databases with relevant customer information as required. • Proactively perform simple analysis on client data to look for trends and provide training and offer assistance, recommendations, and solutions. • Export client data from VivoPoint to external programs in order to present to management and/or client as needed. • Collaborate with team members by sharing feature requests and suggesting effective workarounds for common to advance issues. • Proactively inform customers about new product features and functionalities, ensuring they stay updated. • Follow up with customers to confirm resolution of their issues and satisfaction with the provided solutions. • Serve as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity. • Coordinate with the Account Management team to guarantee the satisfaction of our current clients with our products and services. • Collaborate with the Channel Partner department to schedule repairs and warranty work efficiently. • Participate in internal meetings to discuss client status and trends and to brainstorm ideas on how to improve the client experience.

• Develop deep technical expertise in the Itential Automation Platform and supporting technologies. • Own customer issues end-to-end, from triage through resolution, ensuring accountability and timely follow-through. • Perform advanced troubleshooting and root cause analysis across APIs, services, and distributed environments. • Reproduce customer issues by installing and configuring platform components (Node.js, MongoDB, RabbitMQ, Redis). • Build and maintain test environments using virtual machines, Docker, and Kubernetes. • Act as an escalation point for high-impact or production-critical issues, coordinating across internal teams. • Partner with Engineering to document defects, provide reproducible scenarios, and track issues through resolution. • Communicate clearly and effectively with customers via Jira Service Management, email, and meetings. • Meet defined SLAs while maintaining a high standard of quality in issue handling and updates. • Contribute to documentation, identify issue trends, and drive improvements in product quality and support processes. • Participate in a rotating on-call schedule to support 24/7 customer needs, including weekends and holidays (on-call means being available, not actively working).

• 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