• Be the Ops Backbone: Build and maintain the processes, playbooks, and tools that keep Amplitude technical support consistent and efficient across regions. • Drive Repeatable Enablement: Own onboarding, ongoing training, and subject matter expert (SME) programs so our technical support engineers (TSEs) are always learning and leveling up. • Make Tools Work for Us: Partner with Product, Engineering, and IT to optimize and roll out support ticketing and AI/automation workflows that accelerate TSE success. • Turn Data Into Action: Build dashboards and surface insights on SLAs, CSAT, and other trends to guide planning and decisions. • Connect the Dots: Strengthen feedback loops between Technical Support, Product, and Engineering so customer pain points drive product improvements.

• Ensure service agreements and warranty obligations are met • Provide technical support to end-users • Troubleshoot, diagnose, and repair Intuitive products • Conduct training sessions • Document service activities accurately

• Assume leadership of technical support efforts for Workday U.S. Payroll, specializing in resolving intricate issues and providing expert guidance to the payroll team. • Take ownership of configuring and maintaining Workday U.S. Payroll and Time Tracking modules, ensuring precise and streamlined processing of payroll data with a focus on accuracy, efficiency, and compliance. • Lead the testing and implementation of Workday U.S. Payroll updates, enhancements, and Workday releases. • Foster seamless collaboration with cross-functional teams including Compensation, Benefits, and Operations to elicit requirements, offer advanced technical solutions, and lead delivery of system enhancements. • Organize and lead meetings with stakeholder group, contributing insights, and fostering a collaborative work environment. • Write and maintain documentation of processes, configurations, and issue resolutions, ensuring comprehensive records are readily accessible. • Exhibit effective communication skills when liaising with end-users, vendors, and team members, delivering articulate and succinct technical guidance. • Provide dedicated support to the Controllership team’s SOX configurable controls within Workday U.S. Payroll, ensuring that these controls are appropriately designed and function effectively.

• Provide technical assistance and information to customers • Assist customers in troubleshooting IDEX Fire and Safety products via phone, email, and in person • Process RMA’s and warranty/non-warranty orders • Manage Tech Support cases in CRM • Work closely with engineering and manufacturing teams • Support product management function and collaborate with Service and Quality Assurance departments