Role Description We’re looking for a Software Support Team Lead to guide, mentor and support our team of Software Support Engineers in delivering best-in-class support to our customers. In this role, you’ll be responsible for building a high-performing team, ensuring smooth day-to-day support operations, and helping our engineers do their best work. You’ll work closely with the Head of Product Support and Support Operations Manager to drive operational improvements, monitor performance against SLAs and KPIs, and provide valuable insights into team successes and challenges. You’ll also act as a key escalation point for support engineers, leading responses to incidents and service outages, and collaborating cross-functionally to reduce commercial risk and improve the overall customer support experience. This is a great opportunity for someone who combines people leadership, technical understanding, and a data-driven mindset to improve processes, develop talent, and shape an excellent support function. Because many of our products allow customers to build their own functionality using Groovy and/or JavaScript, a good understanding of coding is essential for this position. Qualifications - Experience managing customer support software such as JSM, Zendesk or similar - Hands-on experience using, supporting or administering Atlassian products, including Jira, Confluence and/or Bitbucket - Familiarity with REST APIs and Java APIs, ideally including Atlassian APIs and how vendor plugins interact with them - Experience writing code, preferably in Java/Groovy or JavaScript/TypeScript - Experience working with products hosted on cloud platforms such as AWS or Azure - Excellent written, verbal and visual communication skills in English Requirements - Lead, mentor and develop a team of highly skilled Support Engineers - Set clear expectations and provide regular feedback through 1-2-1s and performance reviews - Support the professional development of your team members - Manage team workload, priorities and planned leave to help ensure SLA and KPI targets are met - Support hiring activities and help maintain effective onboarding resources - Create training materials that help the team confidently handle new and complex issues - Help resolve team challenges and conflicts in a constructive way - Take ownership of customer outcomes and ensure support tickets are resolved to a high standard - Act as an escalation point for tickets or situations involving commercial risk - Lead incident management processes, support the team during critical incidents, and run post-mortem reviews - Identify opportunities to improve the experience for customers, the business and the support team - Build strong business cases for ideas and influence stakeholders to drive positive change - Build strong relationships with Customer Success, Product and Development teams - Share data-driven voice-of-the-customer insights across the business - Translate business and product strategy into actionable updates for the team - Chair stand-ups, facilitate workshops and lead team meetings - Foster a collaborative, respectful and inclusive team culture - Work with support metrics such as CSAT, FRT, RoR, SLA performance and ticket volumes - Collaborate with leadership and cross-functional teams to meet KPIs, SLAs and OKRs - Monitor support queues and ensure work is delivered in line with best practices and standards - Analyse trends and identify opportunities to improve team performance and customer experience - Highlight quality concerns and operational challenges, providing clear recommendations to management - Work with the Support Operations Manager to improve tooling and automations - Assess the impact of process changes and share feedback with relevant stakeholders - Contribute to knowledge base content, internal documentation and training materials Benefits - Generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up home offices - Exceptional Time Away Policy including 26 weeks of fully paid leave for birthing parents and 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, and women's health needs - Trusting, flexible, remote-first way of working

• Manage and support IT helpdesk tickets, hardware and software troubleshooting, and user onboarding • Handle system monitoring, software installations, and remote desktop support tasks • Communicate effectively with internal teams and external stakeholders across time zones • Maintain accurate records of support tickets, IT asset registers, and incident logs • Use relevant tools such as ticketing systems, remote desktop software, and Microsoft 365 admin tools • Support the wider team with network administration, security patching, and IT documentation • Identify opportunities to improve system uptime, response times, and IT service delivery.

Title: Tier 1 Technical Support Representative (REMOTE IOWA) Location: Cedar Rapids, Iowa, 52408, United States Department: Contact Center Job Category: Contact Center Requisition Number: TIER1001512 Full-Time Remote - Cedar Rapids Cedar Rapids, IA 52408, USA Job Description: Description Job Responsibilities: - Inbound Telephone Support – perform telephone support as scheduled. Ensure that customer questions are answered completely in a professional, caring and responsive manner, commitments to perform research and follow-up are completed, open issues are resolved and each contact -- including information and resolution achieved -- is logged in the appropriate ticketing system. - E-mail & Chat Support – perform as scheduled. Answer and complete all assigned messages or contacts; ensure that all customer questions and issues are addressed in the reply. Properly enter customer information and resolution in the appropriate ticketing system. - Skill improvement – continually strive to improve the cognitive and customer service skills necessary to perform the job. This includes proficiency with supported products, demonstrated problem solving ability and excellent verbal and written communication skills. Ability to read, review and understand support resources provided by the contact center and its clients. Attend all training classes and complete any exercises assigned. - Assist and educate customers with inquiries related to both software and hardware, account management, installation, and best practices - Focus on quality and customer satisfaction - Clear and thorough documentation of customer interactions required - Support inquiries include questions related to – Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events - Willing to fiercely advocate on behalf of and represent the Voice of the Customer - Research and prepare detailed escalations to second level support - Review, manage and follow up on open issues as needed - Project work that includes long and short-term initiatives What can Aureon offer you? - Opportunities for professional growth, development, and advancement within the organization - 100% remote working employment model - Shift differential pay applied to evening and weekend shifts - Comprehensive training on hardware and software applications for qualified applicants - Knowledge and experience relating to basic computer applications - Competitive compensation and full benefits package for full-time employees - Health, Dental, Vision, and Life Insurance Plans, 401K, and PTO Required Education: - High school or equivalent Required Skills: - Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner - Excellent written and oral communication skills, including strong listening skills - Intermediate to advanced computer skills with emphasis on Internet knowledge - 1-2 years experience troubleshooting hardware and/or software, either remotely or onsite - Experience working in a customer Support Center - Experience working with Mobile Communications - Experience working with Transportation - Accounting or accounts receivable experience is a huge plus - Must exhibit dependability, adaptability and flexibility - Ability to diagnose and troubleshoot issues - Basic math skills - Creative thinking and reasoning ability WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: - Primarily indoor work primarily in office environment - Frequent utilization of manual dexterity and visualizing of computer screen - No unusual physical requirements Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk

• Deliver outstanding technical support via emails and chats • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists