• The Level 2 Service Delivery Consultant combines technical, communication and customer service skills to support a high‑visibility platform. • The primary responsibility is to handle Service Requests, with a focus on User and System Access, ensuring compliance with predefined SLAs. • Additional responsibilities include creating and maintaining knowledge base articles, handling ancillary errors, properly triaging complex technical issues, acting to restore or resolve services and escalating when necessary. • Take ownership of tickets throughout their entire lifecycle, including follow-ups, maintaining close and clear communication with the customer. • Provide product, process, or business support at a more advanced level (next tier). • Review, publish and retire knowledge base articles. • Create/update onboarding guides, Pendo Guides and chatbot scripts. • Update knowledge documentation as product or process changes occur. • Collaborate with the Level 1 team to continuously improve first-contact resolution rates. • Troubleshoot tickets assigned by the Service Desk. • Reproduce issues and document the steps taken. • Analyze logs and run stored procedures/scripts as needed. • Participate in application ceremonies. • Support testing for enabling new features.

• Spearhead the technical analysis of customer inquiries, RFQs, and tenders to determine proposal requirements, scope of supply, and optimal system solution configurations and estimations • Provide matrix leadership to a cross-functional technical team, including Solution Application Engineering, EHS, Product Engineering, Renewables Product Line, and other technical disciplines to ensure comprehensive and competitive bid submissions • Possess specialized technical knowledge across Grid Electrification solutions and markets coupled with strong commercial awareness • Employ high-level judgment to make informed decisions pre-designing and estimating projects • Lead cross-functional technical teams for project solutions with minimal guidance, risk, and/or complexity • Analyze and respond to complex technical specifications and documentation to provide optimum technical solutions for protection & control system solutions

• Collaborating with Founders and Product Designers on audio algorithm development • Developing audio DSP algorithms for embedded platforms (effects, synthesis, audio processing) • Contributing to platform architecture and toolchain development for a new DSP platform • Writing production-quality embedded C/C++ code • Working with other Developers and Engineers on product design decisions, balancing technical constraints with creative goals • Testing, debugging, and optimising code for real-time performance on resource-constrained hardware

• Provide on-site technical support to end-users, addressing a wide range of issues promptly. • Install, configure, and maintain IT equipment including computers, printers, and networking devices. • Troubleshoot hardware and software issues and escalate unresolved problems as necessary. • Collaborate with remote teams to resolve complex technical issues. • Assist in the setup and deployment of new technologies and systems. • Document support activities, manage tickets, and maintain an inventory of IT assets. • Ensure adherence to IT security policies and procedures during all support activities.