• 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.).

• Resolve high volumes of support tickets via email and occasionally video calls, adhering to established SLAs • Diagnose and resolve issues related to data integrations (eg. API, Flat-file) with investigative mindset • Maintain an in-depth understanding of our evolving SaaS product suite to provide accurate guidance and workarounds • Contribute to our internal knowledge base by writing clear technical articles and FAQ guides • Effectively document and escalate reproducible bugs to the Engineering team via Jira • Collaborate with Customer Success, Integrations, Data Team, and Engineering to ensure alignment across all teams • Meet CSAT, efficiency metrics and issue resolution targets while providing optimal customer service

Technical Support Engineer - Central Time Zone Accelerate Your Career in Cybersecurity Join Pentera and take your career to the next level in cybersecurity. As a leader in Automated Security Validation, we help businesses around the world safely emulate real-world attacks to uncover their vulnerabilities—just like the world’s best red teams. At Pentera, you’ll be at the forefront of cybersecurity innovation, working on advanced tools that challenge organizations' defenses and push the limits of security testing. With over 350 team members and 1,000+ customers in more than 50 countries, Pentera is a growing company supported by top investors like Insight Partners, K1, and The Blackstone Group. If you're looking to grow your skills, make a difference, and be part of an innovative team, Pentera is the place for you. About the Role: As a Tier 1 Technical Support Engineer, you’ll be the first line of defense for our customers, ensuring they get the support they need to use Pentera’s platform effectively. You’ll gain hands-on experience in security testing, work closely with cybersecurity specialists, and develop a deep understanding of penetration testing—all while helping customers solve technical challenges. Roles & Responsibilities: Manage non-critical customer issues through our ticketing system, from acknowledgment to resolution or escalation. Triage and troubleshoot technical issues, ensuring prompt and effective resolution. Provide exceptional customer support using Salesforce, following Pentera’s support procedures and best practices. Maintain and contribute to our knowledge base to help streamline future troubleshooting. Collaborate with internal teams to escalate complex cases and ensure customer success. 1-2 years of experience in tech support, desktop support, or a related role OR a degree in Computer Science, IT, Cybersecurity, or Computer Engineering. Strong technical troubleshooting skills. Basic Linux knowledge (command-line experience is a plus). Excellent communication skills and a team-player mindset. A problem-solver with sharp attention to detail and a "get things done" attitude. The ability to work independently while thriving in a collaborative environment. It will be great if you have: Basic knowledge of any programming language Technical writing skills (creating documentation, troubleshooting guides, etc.). Experience with Bash scripting, penetration testing tools, or cybersecurity fundamentals. Previous experience in customer-facing technical roles. We look forward to getting to know you! We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome candidates from all backgrounds to join us!