• Provide exceptional customer support to end users • Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions • Respond to email, online, and telephone client support requests • Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer • Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations • Capture details of support requests in ticketing system powered by Zendesk • Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements • Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships • Help test fixes provided by the Development team and incorporate them into client systems • Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes

• Delight your designated customer(s) with your passion and knowledge of Snowflake AI Data Cloud. • Develop a strong understanding of the customer’s use cases and how they leverage the Snowflake platform. • Deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation. • Establish regular touchpoints with customers for critical issues and provide executive-level technical briefings. • Drive technical advocacy between customers and product teams and lead problem-solving sessions for complex technical challenges. • Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues that exceed expectations. • Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution. • Proactively identify recommendations and lead global initiatives to improve product quality and customer experience.

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed • Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness • Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms. • Assisting with tool migrations and rollouts • Investigating phishing reports, suspicious logins, and endpoint alerts • Supporting SSO, MFA, conditional access, and identity governance controls • Creating and maintaining documentation of IT procedures and policies • Installing, configuring, and mentoring end users on client-approved software • Maintaining and coordinating regular IT training sessions with new client staff • Assisting in improving existing IT automation tools and workflows • Removing Adware, Spyware, and Viruses as detected on client hardware • Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel • Willingness to work outside of normal business hours as required • Willingness to travel as required • Other duties as needed

• Provide customer support through the performance of installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of Rockwell equipment and systems. • Program PLCs and HMIs systems for new or modified equipment utilizing RSLogix 5, 500, 5000, FactoryTalk Studio software, Studio5000, ControlLogix and CompactLogix. • Program and commission AC and DC drive on web handling systems. • Maintain automation and equipment including working with voltages up to 600VAC and 800 VDC. • Troubleshoot problems, identify, and implement new or amended system functionality, identify operational process gaps, and take corrective actions. • Execute initiatives supporting our automation strategy, manage operating workflows and progress continuous improvement opportunities. • Develop and write documentation as required (validation project plans, standard operating procedures, qualification summary reports, system audits, technical reports, traceability matrix, etc.).