• Lead the AMER support team. Run daily team calls to align on requests, blockers, priorities and customer escalations. Translate ambiguous customer issues into clear, feasible team goals and manage expectations with stakeholders. • Hire and onboard. Recruit, onboard and ramp new engineers on OCP. Contribute to the enhancement of the current structured onboarding plan that gets new hires productive on real tickets fast. • Develop people. Run 1:1s, performance reviews and growth conversations based on our current framework. Coach individual contributors toward senior and specialist tracks; address performance issues directly and fairly. • Own queue health and SLAs. Own SLAs across Severity 1 to Severity 4 for the Costa Rica queue. Monitor backlog, ageing tickets and Platinum-Customer health, and drive the team toward measurable improvements in response time, resolution time and CSAT. • Manage cross-region handoffs. Coordinate follow-the-sun handoffs with EMEA and APAC support teams. Set the standard for end-of-shift handover quality so no ticket loses momentum across regions. • Own customer communication during incidents. Incidents are led by the Platform team’s Incident Managers. You are accountable for making sure the support team keeps customers informed and updated throughout the incident lifecycle. • Support key customer relationships. Serve as a senior point of contact within Technical Support for key accounts during incidents or ticket escalations, recurring reviews and QBRs. Build trust through clear, honest communication and consistent follow-through. • Run the knowledge and continuous-improvement loop. Drive the Omilia Service Desk knowledge base flow. Ensure recurring issues are converted into KB articles, reduce repeat tickets and feed the agentic service desk roadmap with real ticket signal. • Uphold compliance and security. Make sure the team handles customer data in line with PCI-DSS, SOC 2, ISO 27001, HIPAA and GDPR. Reinforce least-privilege access, careful logging practices and incident reporting discipline. • Stay hands-on and be the team’s technical anchor. Maintain an in-depth understanding of OCP components - and how they interact under the hood. Be the go-to expert and mentor: answer the team’s toughest technical questions and level up their debugging skills through collaborative pairing sessions, alongside the Technical Lead. • Drive deep troubleshooting and an exploratory mindset. Be integral part of application issue replication - build the app, hunt for triggers, isolate root causes; don’t just take a user’s word for it. Partner with engineers on high-complexity tickets, dive into logs and review proposed fixes for technical soundness and completeness. When documentation falls short, take an exploratory “what if” approach: probe how the platform behaves under stress or non-standard configurations to anticipate future edge cases. • Drive tooling and process improvement. Improve JSM workflows, automation and integrations between the service desk and OCP observability. Contribute to the Agentic Service desk rollout.

• Investigate and resolve complex technical issues in customer environments • Troubleshoot across Linux, Kubernetes, cloud infrastructure, networking, storage, and GPU-related workloads • Support customers running containerized systems, inference workloads, training jobs, or other distributed platforms • Act as a senior escalation point for production incidents • Reproduce issues, narrow down root causes, and work with engineering on long-term fixes • Build or improve internal scripts, troubleshooting tools, and operational documentation • Help make support more scalable through better automation, observability, and process improvements • Communicate clearly with customers during active investigations and incidents • Take part in weekend coverage and urgent issue response

• Own customer tickets and issues end-to-end with minimal oversight • Lead customer interactions independently • Identify recurring issues and propose systemic fixes • Develop fluency across all products in scope for Technical Solutions

• Provide 1st and 2nd line IT support for users and systems • Maintain and support Windows 10/11 environments • Support Windows Server 2008/2012 systems and related services • Administer Active Directory user accounts, groups, and permissions • Support Microsoft Exchange (2010/2013) environments • Troubleshoot and resolve network connectivity and LAN issues • Provide hardware support including desktops, laptops, and peripherals • Support printer installations, configuration, and troubleshooting • Perform system backups and basic storage support activities • Support VMware or similar virtualization environments • Assist with basic database maintenance (Oracle exposure preferred) • Ensure IT security policies and procedures are followed • Maintain and update IT documentation and technical records • Support system roll-outs, upgrades, and device deployments • Liaise with internal teams to ensure timely issue resolution • Follow ITIL-based processes for incident and change management.