Role Description As a Technical Support Engineer, you will: - Take ownership of customer issues reported and see problems through to resolution - Research, diagnose, troubleshoot and identify solutions to resolve customer issues - Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams - Provide prompt and accurate feedback to customers - Ensure proper recording and closure of all issues - Prepare accurate and timely reports - Document knowledge in the form of knowledge base tech notes and articles - Meet SLA for issues with respect to the severity Qualifications - 2+ years of experience as a Technical Support Engineer or similar role - Work experience with: - Windows Server, Android, iOS, Mac - Virtualization (VMware, Microsoft, Hyper-V) - Microsoft platform network services (DNS, DHCP, PKI and other), Active Directory, IIS - Networking fundamentals (TCP/IP basics, routing, switching and other) - MCITP, CompTIA Network+ and CCNA certifications are a plus - Experience with Citrix is a plus - Demonstrated strong technical, IT, and problem solving knowledge - Familiarity and hands-on experience with macOS/Linux distributions is a plus - Excellent demonstrated written and verbal communication skills with ability to communicate effectively with a wide variety of personalities and situations - Multitasking - Stress tolerance - Demonstrated problem solving skills - Passed interview with product Subject Matter Expert or/and Tier 1 Team Manager Requirements - Be part of an exciting, challenging environment where creative thinking and innovation are highly valued, and every voice matters - Innovative - Creative - Collaborative - Productive - Embrace diversity of ideas, lifestyles, backgrounds, insights, and perspectives - Proud - Passionate - Always learning and moving forward Benefits - Fully remote, work-from-anywhere workspace - Flexible hours - Opportunity to work with a growing team of motivated and fun people

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology • Provide L4-level support for SAP PI/PO and CPI landscapes • Analyze, troubleshoot, and resolve interface failures, performance issues, and data inconsistencies • Support and maintain integrations between SAP ECC / S/4HANA, SAP Cloud applications, and third-party systems • Work on SAP CPI iFlows, adapters, and monitoring • Perform end-to-end interface analysis • Develop and debug ABAP-based integrations • Handle incident, problem, and advisory cases within SLA • Participate in customer calls and RCA discussions • Provide mentoring and guidance to junior engineers • Ensure proper documentation of solutions, RCA, and best practices

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding hosted software, connectivity, printing, and similar concerns. • Works with customers to reproduce, investigate, and resolve challenges with computer software, servers, apps, networking and hardware, while ensuring cases are in line with the current SLG’s. • Guides customers through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions. • Identifies and troubleshoots application alerts presented from the company monitoring software. • Identifies and escalates complex or unresolved tickets to higher-tier support or the product team, ensuring prompt and precise resolution. • Collaborates with internal staff and 3rd party vendors to research and drive to resolution customer challenges. • Identifies recurring case generation issues and works with internal and external teams to identify and implement permanent fixes. • Helps to create and maintain a culture of continuous improvement within the support and broader organization. • Performs application QA's in support of new customer setups, upgrades or patching. • Ensures that customer challenges are responded to, and information is shared with customers in line with our documented security policies. • Verifies all change management processes are followed and documented as per the current guidelines. • Creates Knowledge base articles to record and document fixes to common customer challenges. • Maintains documentation of all steps taking and customer interactions in the relevant support cases. • Demonstrates excellent verbal and written communication skills with customers and internal team. • Effectively completes training within the timeframe required by the business. • Maintains current knowledge of technological innovations and trends.

• Serves as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships. • Responds to customer inquiries within defined SLAs, prioritizing based on business impact and severity. • Communicates technical information clearly and professionally, tailoring explanations to customer technical proficiency. • Provides timely, accurate, and actionable updates aligned with incident severity and communication guidelines. • Advises customers on product usage, configuration best practices, and operational recommendations to prevent future issues. • Owns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system. • Produces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse. • Collaborates effectively within SWARM models to resolve complex issues within SLA expectations. • Utilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions. • Troubleshoots the majority of cases independently using experience, documentation, internal tools, and external research. • Identifies recurring or systemic issues and proactively recommends corrective or preventative improvements. • Authors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability. • Shares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise. • Demonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers. • Resolves advanced and non-routine technical issues within assigned product areas. • Applies domain expertise to evaluate complex environments, configurations, and integrations. • Provides advanced guidance on product configurations, deployment patterns, and operational best practices. • Maintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges. • Appropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues. • Partners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents. • Builds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues. • Contributes to internal enablement through advanced training sessions and technical knowledge sharing. • Identifies opportunities for process improvement and operational efficiency within the support function. • Collaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes. • Supports initiatives to simplify processes and improve overall support effectiveness.