• Build and Lead the Support Team • Hire, mentor, and grow a high-performing global support organization • Actively participate in complex customer escalations while developing your team’s skills and autonomy • Work closely with Engineering, Product Management, and Customer Success • Ensure customer issues are prioritized and resolved with urgency and care • Define and implement best practices, SLAs, KPIs, and reporting processes • Design scalable processes, anticipate future needs, and contribute to leadership culture • Analyze support data and customer feedback to drive iterative improvement in service delivery

• Serve as the primary point of contact for inbound support requests via email, portal, and Slack (for customers who engage us that way), triaging and routing issues to the right teams. • Diagnose and troubleshoot technical issues across Twingate deployments spanning Windows, macOS, Linux, iOS, and Android clients, as well as Connectors deployed in cloud, on-prem, container, and Kubernetes environments. • Work through problems spanning networking (DNS, routing, NAT, firewalls), identity (Okta, Google Workspace, Entra ID / Azure AD, JumpCloud), and endpoint platforms — analyzing client and connector logs, packet captures, and configuration to find root cause. • Reproduce customer issues in-house where needed to confirm behavior and accelerate resolution. • Collaborate with senior Technical Support Engineers on complex or sensitive cases, and escalate product or infrastructure issues to Engineering with clear reproduction steps, logs, and impact summaries. • Document findings, fixes, and known issues in our knowledge base and internal runbooks — and continually improve them. • Represent the voice of the customer by providing structured feedback to Product, Engineering, and Docs teams to improve the overall customer experience. • Partner with other customer-facing teams (Customer Success, Sales Engineering) on accounts that need coordinated support.

• Work remotely with customers to diagnose BAXS instruments like X-ray diffractometers, Fluorescence spectrometers, Single crystal diffractometers, Optical emission spectrophotometers • Optimize instrument and/or accessory performance to meet specification • Create and maintain record of activity in support database • Provide a great customer experience through the entire support process • Effectively communicate with end-users to identify and resolve technical issues

• Serves as the main point of contact for our service desk requests • Supports our customers through their inquires with a supportive and patient demeanor • Participates in software testing and our integration with the ESRI products • Solves software-related problems that our customers encounter • Coordinates with colleagues for more advanced issues and to share customer feedback • Prepares written training materials to be used by our Solutions teams as well as training videos for our customers