• Lead, mentor, and develop support managers and support specialists • Own the full customer support function, including team management, hiring, performance management, operational workflows, team culture, and accountability • 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 • Design escalation and severity frameworks within automated support environments • Define operational KPIs and service standards for the support organization • Own support performance metrics including CSAT, resolution times, deflection rates, SLA performance, and ticket volume trends

• Be the first point of contact with external customers over email, chat, and phone. • Provide support to customers in Portuguese, Spanish and English by identifying, troubleshooting, and resolving technical issues relating to our enterprise software and third-party applications. • Escalate issues to higher support tiers, as needed. • Research and answer miscellaneous questions about software capabilities from resellers and end users. • Identify and record details about support tickets and contribute to the documentation and the Knowledge Base. • Play a vital role in suggesting improvements to our product. • Work closely with other departments, including Engineering, IT, QA and Sales. • Have the opportunity to take on special tasks and projects, such as report writing, product documentation, suggest improvements for our products and programming. • Above all, provide a World-Class customer experience.

• Provide advanced remote technical support for enterprise security systems, including access control, CCTV, VMS, and intercom platforms. • Troubleshoot and resolve complex issues involving networking, databases, Windows Server, and IT infrastructure. • Support UK clients and field engineers with commissioning, configuration, integrations, and fault diagnostics. • Manage support tickets, escalations, root cause analysis, and technical documentation in line with service standards. • Diagnose network and system issues using tools such as Wireshark, SQL Server, RDP, and remote access platforms. • Apply cybersecurity best practices, including MFA, patching, secure configurations, and access management. • Contribute to process improvements, knowledge sharing, and the development of remote support procedures and documentation.

• Act as the first line of technical support for Oscilar’s customers. • Analyze, triage, root cause, and resolve issues reported through the support system. • Collaborate with Support Engineering Lead, Solutions Engineering, and Product/Engineering teams to drive resolution of complex issues. • Write and run SQL queries and Python scripts to troubleshoot and reproduce customer problems. • Debug API integrations to identify misconfigurations, errors, or product bugs. • Maintain clear, timely, and professional communication with customers in Tagalog and English. • Document issue resolution steps and contribute to the internal knowledge base. • Provide feedback to Product and Engineering to help improve the platform and reduce recurring issues. • Participate in an on-call rotation to support critical incidents.