• Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification. • First line for support calls and emergency support calls and handles most call levels. • Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner. • Responding to requests received through, but not limited to, live voice, e-mail or web. • Completing thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required. • Serving as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns. • Maintaining effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Collaborating with all resources (internal or external) necessary to deliver a timely and high-quality result.

• Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s) • Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies. • Assess client needs and make configuration recommendations. • Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification. • Diagnose reported issues through root cause analysis. This may include, but not limited to, client dialogue, system(s) and other research with team members, partners and clients. Follows-up, resolves and/or escalates outstanding issues in a timely manner. • Manage support interactions to ensure adherence to published Support Guidelines • QA monitoring of client interactions and surveys • Client conference calls and meetings when needed • Ensure adherence to processes, procedures and protocols as outlined. • Lead to KPI’s • Weekly Team Meetings • Create, update and maintain Support documentation and procedures for assigned Genesys Cloud account(s) • Assist with staffing needs • Provide input with annual performance reviews • Mentor & train new and existing staff • Assist with on-call rotation/schedule for assigned Genesys Cloud account(s) • Assist in design, implementation and delivery of training. • Technical resource and escalation for Genesys Cloud Engineers as well as clients and vendors • In consultation with the Manager of Support Services, manage escalation process and procedures related to assigned Genesys Cloud accounts • In consultation with the Manager of Support Services, manage Genesys Cloud Engineer schedules related to assigned accounts

Who We Are Zadara is a leading provider of AI edge clouds, delivering a groundbreaking distributed cloud platform purpose-built for sovereign AI applications. Zadara platform powers advanced AI capabilities with the simplicity, agility, and flexibility of cloud computing while ensuring seamless multi-tenancy through fully automated, end-to-end provisioning of compute, storage, and networking resources. Zadara’s vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market. Our Zadarian Culture All Zadarians are finding their edge by living and breathing our core values; We are One Team, We are Respectful, We are Accountable, We are Achievers, We are Visionaries. We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work. What Diversity & Inclusion Mean to Us We are 'One Team' is one of Zadara’s core values and it’s more than just a phrase. It reflects our commitment to creating a Culture where every individual feels seen, heard, and valued. At Zadara, we celebrate the richness that comes from a wide spectrum of cultures, backgrounds, generations from Gen Z to Baby Boomers and the unique talents and skills each person brings. Our global team represents a vibrant mix of perspectives that fuels innovation, drives collaboration, and shapes a forward-thinking, people-centered workplace. At Zadara we embrace our differences and turn those differences into our greatest strengths. That’s how we grow stronger together. We are seeking a highly skilled and motivated Senior Cloud Support Engineer with over five years of hands-on experience supporting cloud-based infrastructure and services. In this role, you will act as a key escalation point and play a critical role in ensuring the performance, reliability, and availability of our cloud solutions across diverse environments. You will work closely with engineering, operations, and customer teams to resolve complex technical issues and contribute to continuous improvements in system stability and support processes. This is a client-facing, technically demanding position that requires strong analytical thinking, effective communication skills, and a proactive, customer-centric mindset. The role includes on-call responsibilities as part of a rotational schedule, including weekends and public holidays, to support high-priority escalations and maintain continuous service availability. If you thrive in fast-paced environments and are passionate about delivering top-tier support for mission-critical systems, this opportunity offers both challenge and impact. Your day to day: Customer Experience Build and maintain strong relationships with customers. Ensure a customer-first approach in all interactions and maintain high satisfaction levels. Provide quality technical guidance and training. Customer Support & Troubleshooting Troubleshoot, design and deploy advanced L2 and L3 Networks. Service, analysis and resolution of tasks and support tickets Prioritize and manage several open tasks at one time. Respond to tickets with urgency and clarity, according to SLAs. Provide high-level technical support, following tickets through to resolution. Escalate tickets to the next level providing clear incident details. Participate in Active On-Call rotational schedule, average one weekend per month, to support high-priority escalations and ensure continuous service availability. In addition to Active On-Call, the flexibility to support occasional critical incidents that may occur on a weekend or holiday. Configure servers, networking equipment, and cloud resources as needed. Process & Collaboration Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions. Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use. Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base. Contribute to continuous improvement efforts in support delivery processes and tooling. Other responsibilities as assigned. What you bring : Benefits: Paid time off Medical, Dental, Vision insurance Health Savings Account (HSA) Flexible Spending Accounts (FSAs) 401(k) plan with matching Basic life and AD&D 2025_050 Zadara is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. Our recruitment process may include the use of AI-powered search tools to proactively identify candidates based on job requirements. Please review Zadara's Privacy Policy here Please review Lever's Privacy Policy here

About Routeware, Inc. Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place. Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative. Our Mission: Transform waste collection to drive a better future for generations to come. Our Values: Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead. Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment. Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers. POSITION OVERVIEW We are seeking a Supervisor of Technical Support to provide both frontline customer support and leadership within our support team. This role is ideal for an internal candidate who has demonstrated the ability to serve as a lead, mentor, and point of operational oversight—even without formal management experience. The Supervisor will balance hands-on customer interactions with guiding and developing team members, ensuring that technical issues are resolved efficiently and service quality remains high. KEY RESPONSIBILITIES Customer Support & Technical Expertise Provide direct, high-quality technical support to customers across our products and services. Troubleshoot complex technical issues and serve as an escalation point for team members. Maintain deep product knowledge and continuously develop expertise to support evolving technologies. Team Leadership & Mentorship Act as a mentor and role model for support team members, sharing best practices and encouraging skill development. Provide daily operational oversight, including queue management, case assignment, and issue prioritization. Offer coaching, informal training, and constructive feedback to strengthen team performance. Operational Oversight Monitor support activity and ensure service level agreements (SLAs) and quality standards are met. Assist in documenting processes, troubleshooting guides, and knowledge base articles. Partner with the Head of Support Operations to identify trends, escalate systemic issues, and recommend process improvements. Monitor support activity and ensure SLAs and quality standards are met, driving measurable outcomes such as response times, resolution rates, and customer satisfaction targets. Cross-Team Collaboration Work closely with Product, Engineering, and Customer Operations teams to advocate for customer needs and provide feedback on recurring issues. Support communication between support staff and other departments to ensure alignment and resolution of escalations. Contribute to strategic support initiatives, helping to shape processes, tools, and customer experience improvements in partnership with leadership. QUALIFICATIONS BENEFITS Comprehensive benefits (medical with HSA option, vision, dental, and life insurance) Paid parental leave Medical and Dependent FSA 401K match Unlimited PTO Ten company holidays 1 Volunteer day Summer Friday's Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.