• Provide solutions to complex system problems and lead others on how to resolve problems. • Mentor and develop less experienced Service Engineers on all field tools and technology. • Perform system maintenance on field controllers, servers and workstations, and field hardware. • Communicate issues and recommend system enhancements, upgrades, and/or repairs. • Maintain feedback on equipment scheduling and modifications needed. • Manage assigned work to exceed customers’ time and quality expectations. • Communicate and document project status and details for the customer. • Provide site-specific training to owners/operators on the upgrades/service. • Provide technical support for the Branch Offices on an as needed basis. • Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers. • Participate in the creation and updating of the training content for Service Engineers. • Create and maintain standard work instructions in accordance with the Operations Manual guidance. • Provide local training and guidance that is aligned with ALFO standard work and best practices. • Collaborate as a member of internal cross-functional teams to drive timely resolution of customer needs and ensure consistent service experience.

Role Description We are seeking a dedicated and customer-focused Technical Support Representative to join our dynamic team. In this role, you will be the first point of contact for our clients seeking technical assistance over the phone, email, or chat. You will play a crucial role in ensuring customer satisfaction by diagnosing and resolving technical issues promptly and efficiently. The ideal candidate will possess excellent communication skills, a strong problem-solving mindset, and the ability to work well both independently and collaboratively in a fast-paced environment. As a Technical Support Representative, you will support a wide range of products and services, helping customers navigate software, hardware, and network-related challenges. Your contributions will directly impact the user experience by delivering timely solutions and proactive guidance. This position offers an exciting opportunity to grow professionally in the technology sector while making a meaningful difference in our customers’ daily operations. If you are passionate about technology and enjoy helping others, we encourage you to apply and become part of our committed support team. - Respond to customer inquiries via phone, email, and live chat in a timely and professional manner - Diagnose and troubleshoot technical issues related to software, hardware, and network systems - Document all customer interactions and technical issues accurately in the support database - Provide clear instructions and guidance to customers to resolve their technical problems - Escalate unresolved or complex issues to the appropriate internal teams as necessary - Follow up with customers to ensure their technical issues have been resolved satisfactorily - Stay updated with product knowledge, software updates, and industry best practices to provide accurate support Qualifications - Proven experience in a technical support or customer service role - Strong knowledge of computer systems, mobile devices, and other tech products - Excellent verbal and written communication skills - Ability to diagnose and troubleshoot basic technical issues - Patience and a customer-oriented attitude - Strong problem-solving and analytical skills - Ability to work flexible hours, including evenings and weekends if required Company Description

• Become a key Senior member of our growing Support Engineering team at Primer • Scope the future of Support by advocating internally on priorities, strategy and roadmaps • Handling tickets and support requests from merchants • Translating business requirements into technical solutions, and translating complex technical concepts into simple language. • Creating first-class documentation for both merchants and internal teams. • Conducting quality assurance and mentoring junior team members. • Work with leadership to implement internal Support frameworks and processes. • Speaking with our customers face-to-face and over video calls • Be an internal 'Voice of Customer': Represent our customers and be their advocate, using their feedback to prioritise tasks and projects. • Collaborating and working closely with our Product, Engineering, Sales, Customer Success and Operations teams to respond to merchant requests. • Reading and comprehending code across our JavaScript, SQL, Python, React or TypeScript stacks is highly desirable.

• Collaborate with Product, Customer Support, and Operations teams and serve as technology first responder to efficiently resolve escalated issues • Coordinate with and train additional team members (including offshore team members) to ensure 24/7 support • Monitor production systems for performance, availability, and reliability • Respond to and manage production incidents, triaging and performing root cause analysis and help implementing fixes to prevent recurrence • Develop, maintain, and optimize monitoring and alerting systems to proactively identify issues • Analyze system performance and identify areas for improvement • Collaborate with engineering teams to optimize application and infrastructure performance • Implement and manage capacity planning and scaling strategies • Automate repetitive tasks and processes to increase operational efficiency • Develop and maintain scripts and tools for system management and monitoring • Implement and maintain SRE principles, including service level objectives (SLOs), service level indicators (SLIs), and error budget • Participate in the design and implementation of disaster recovery and high-availability solutions • Maintain comprehensive documentation for systems, processes, and incident management procedures • Create and deliver regular reports on system health, incident trends, and performance metrics • Work closely with development teams and SaaS vendors’ product teams to ensure new features and changes are reliable and scalable • Partner with SaaS vendors to ensure timely resolution of platform issues, enforcing SLAs for urgent issues and monitoring backlog remediation for items with lower priority or longer lead times • Communicate effectively with stakeholders to provide updates on incident resolution and system status • Stay current with industry trends, technologies, and best practices in SRE and production support • Propose and implement improvements to processes, tools, and systems • Perform other duties as assigned