• Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale • Own technical follow-ups for key customers, including: • Serve as the technical bridge between customers, customer success, and engineering • Debug issues related to Kubernetes deployments, cloud-native runtime environments, and platform tooling • Provide engineering with actionable, well-scoped problem statements, not raw tickets • Track issues through resolution and communicate timelines and updates back to customers • Identify recurring customer issues and usage patterns • Translate findings into product enhancement requests, new use cases, and process improvements • Work closely with Engineering, Solutions Engineering, and Customer Success • Occasionally support live customer calls when deep technical expertise is required

• Proactively troubleshoot, detect, document, and resolve issues for private cloud deployments based on OpenStack, Kubernetes, and other cloud technologies. • Reproduce customer issues in a lab, confirm bug reports, provide detailed information to the development team. • Work closely with development teams: discuss customer issues, suggest improvements, fix product bugs, etc. • Provide engineering support for product issue escalations. • Take ownership of escalated critical customer issues and participate in troubleshooting sessions as needed.

• Continuously monitor store internet links, ensuring stability and rapid identification of faults; • Open, track, and update technical tickets related to store operations; • Contact telecommunications providers in cases of link unavailability or instability; • Respond to various support requests, including POS systems, terminals, and other store equipment; • Manage the corporate email (COT), sending reports, handling recurring issues, and other necessary communications; • Respond to and support tickets related to the time-clock system; • Configure network switches at a basic level, according to operational requirements.

• Problem solve using spreadsheets, databases, statistical software, and other resources to synthesize and analyze data and information • Process data for software testing and maintenance • Validate software output • Create materials to answer client questions on an ad-hoc basis • Prepare and document project files • Assist in R&D and marketing efforts to grow the business • Check teammates’ work for technical accuracy • Leverage AI-enabled tools (e.g., generative AI, automation platforms) to enhance research, analysis, and workflow efficiency • Apply sound judgment when using AI outputs, including validating accuracy, identifying limitations, and ensuring appropriate use • Continuously evaluate and refine personal workflows to incorporate emerging tools and best practices