• Deep-dive analysis of TechLive platform, devices, ScanLink workflows, WatchRTC telemetry, and NinjaOne diagnostics. • Troubleshoot workflow, imaging, and device-level issues beyond L1 scope. • Validate network/firewall prerequisites, connectivity, and data flows. • Perform diagnostics: log analysis, workflow validation, error tracebacks. • Escalate to L4 for software defects, CI/CD issues, cloud outages, and security incidents. • Author/update SOPs, KB articles, and runbooks. • Participate in RCA reviews and problem management.

• Provides 1st level technical support of CSG products to post production customers by resolving technical issues with customers evaluating and researching the issue and/or performing incident isolation, resolution and follow-up. • Responsible for customer ticket management, customer escalations, meeting SLA requirements and customer reporting. • Performs in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes) • Coordinates with/escalates to operational and programming teams to aide in further triaging of issues – including pulling together internal and external bridges for additional triage as needed • Owns and manages external customer incidents for the entire lifecycle of the incident - regardless of priority • Maintains contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction • Gathers incident details and records those details in the tracking system – including incident description and customer information, component of the product or services affected, business impacts, workflow and subsequent severity level • Escalates customer incidents when unable to resolve within the service desk. • Supports customers per the details contained in the customer maintenance and support contracts • Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues • Ensure compliance with SLAs and OLAs • Works in different business times and on-call 24hs / 7 days.

• Lead, mentor, and develop support managers and support specialists • Own the full customer support function, including team management, operational workflows, and culture • Drive organizational and operational change management initiatives • Improve support processes, tooling, escalation paths, and customer workflows • Lead AI adoption and automation initiatives across the support organization • Optimize and expand Intercom AI capabilities and automation workflows • Build scalable ticket deflection and self-service strategies • Automate repetitive workflows from triage through resolution • Define operational KPIs and service standards for the support organization • Own support performance metrics including CSAT, resolution times, deflection rates, and SLA performance • Serve as the bridge between Support, Product, and Engineering teams

• Lead, mentor, and develop support managers and support specialists • Own the full customer support function, including team management, hiring, and performance management • Drive organizational and operational change management initiatives • Improve support processes, tooling, escalation paths, and customer workflows • Lead AI adoption and automation initiatives across the support organization • Define operational KPIs and service standards for the support organization • Build reporting frameworks that generate actionable insights for Product, Engineering, and Leadership teams • Serve as the bridge between Support, Product, and Engineering teams • Participate in technical discussions with Product Managers and Engineers