• Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system level issues • Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows • Prioritize multiple cases at once, balancing urgency, impact, and customer expectations • Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams • Document findings, steps, and solutions concisely for customers and our internal knowledge base • Act as a liaison between Support and Product Development, escalating with complete and accurate context • Continuously increase your product and technical expertise through training, documentation, and hands-on learning

• Provide telephone support to answer inquires on service, installation and troubleshooting procedures for all Rinnai products. • Responsible for following through with repairs, rework, rebuilding and/or maintenance on all products returned to Rinnai, to include documenting results of failure analysis on product. • Liaise with Sales, Marketing, Engineering and Service staff to maintain an understanding of product features/specifications and quality controls standards. • Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. • To include providing input/suggestions on possible corrective actions. • Ensure records of all work orders, quality control reports, failure analysis, RGA’s, credits, returns, shipping request, etc. are completed with details related to work and/or services performed. • Maintain company provided tools, equipment, and property. • Embrace and support growing business demands in a changing environment • Other duties and responsibilities as required • Awareness and compliance of Company Policies and Procedures

• Supervise daily operations of customer service teams. • Handle escalated issues and complaints. • Create and maintain performance metrics. • Conduct regular team meetings and coaching. • Ensure adherence to company policies. • Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

• Respond to customer inquiries for an assigned product(s) within a Technical Support Engineer environment • Provide technical support to Cohesity customers, partners, and field support staff • Work with Cohesity customers, partners, and field reps by answering technical questions • Resolve cases per productivity, performance and SLA standards and support goals • Research, document, and collaborate on cases as required • Author or update technical documents into Knowledge Management (KM) • Establish close interactions with team members and other applicable stakeholders • Participate in Product Previews for New Product Releases • Mentor and assist other technical support engineers