• Dedication to learning ongoing Wowza product knowledge • Work to ensure Service Level Agreements (SLA) are met • Adhere to defined metrics and KPIs • Contribute to the tech support knowledge base by adding and maintaining data • Provide feedback on processes and documentation to improve customer experience • Reproduce workflows by mirroring or using real customer configurations • Mentor and train junior technical support staff on technical and procedural matters • Provide unapologetic “customer obsessed” service and support • Shift: 2nd covering EU

• Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability. • Troubleshoot complex technical problems across the full request lifecycle (client → API → model provider → response). • Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed. • Coordinate closely with engineering during incidents, bugs, or performance degradations. • Communicate clearly and calmly with customers during incidents, including status updates and resolution summaries. • Help customers understand platform behavior, limitations, and best practices. • Contribute to support documentation, troubleshooting guides, and internal playbooks. • Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling, processes, documentation, or (where appropriate) contribute small fixes to reduce repeat issues. • Stay up to date on supported models, provider changes, and platform capabilities to guide customers appropriately. • Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into actionable technical insights.

• Provide technical support through inbound tickets, calls, and emails • Troubleshoot and resolve networking issues across Cisco and Cisco Meraki environments • Support end users and client IT teams in a fast-paced service environment • Configure and troubleshoot VLANs, firewall rules, VPNs, routing, DNS, DHCP, and wireless networking issues • Work within Zendesk and ticketing systems to manage incidents and service requests • Escalate complex technical issues when necessary while maintaining clear communication with clients • Collaborate with senior engineers on network troubleshooting and operational improvements • Maintain professionalism and calm communication during high-pressure situations

• The Technical Support Supervisor leads a blended team of on-site and remote telephone support technicians for Composition Brands, overseeing consumer, dealer, and servicer-facing support for premium residential kitchen appliances. • This role ensures accurate diagnostics, high-end customer experience, and strong support for authorized service partners while driving continuous improvement across technical support operations. • Supervises and mentors a team of appliance technical support specialists handling inbound calls, emails, and escalations • Provides hands-on coaching in troubleshooting high-end refrigeration, cooking, and specialty appliances • Conducts performance reviews, quality monitoring, and ongoing technical training • Assists in hiring, onboarding, and cross-training team members • Identifies skill gaps and coordinates ongoing training for new and existing technicians • Acts as primary escalation point for complex or repeat appliance failures • Supports diagnosis of advanced systems including sealed systems, gas/electric cooking, and integrated refrigeration • Guides technicians and service partners through difficult repairs and uncommon failure scenarios • Interprets schematic diagrams, wiring diagrams, and service bulletins to resolve issues • Works closely with authorized service providers to ensure proper repair procedures and brand standards are met • Provides real-time technical assistance to field technicians • Partners with distributors, dealers, and internal teams to resolve service gaps • Manages service expectations for premium/luxury customers • Handles high-level customer escalations involving product performance, service delays, or repeat failures • Ensures white-glove level service consistent with Composition Brands expectations • Balances technical resolution with customer satisfaction and brand reputation • Evaluates support processes and implements improvements to enhance efficiency and customer satisfaction • Identifies recurring product issues and communicates trends to engineering, quality, and product teams • Contributes to service bulletins, troubleshooting documentation, and knowledge base updates • Supports rollout of new products with training and documentation • Recommends improvements to call flow, escalation handling, and service processes • Monitor KPIs such as call volume, first call resolution, escalation rates, and technician support efficiency • Manage team scheduling and coverage based on seasonal demand • Provide reporting and insights to leadership on support performance and product issues.