• Work with the Internal Support Manager to develop and execute the Internal support Team vision • Work with internal staff on support solutions • Research and develop service related processes and solutions • Create documentation for support best practices • Automate existing processes • Research and deploy new systems and tools to improve efficiency and scalability • Manage the systems used by staff to perform their duties • Proactively work cross-functionally to build relationships and rapport amongst highly technical and non-technical co-workers • Identify potential obstacles and suggest operational and security improvements • Participate in organizational initiatives to improve functions, processes, and technology for Atlas Technica and clients

• Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network products • Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that includes, but is not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration. • Handle technical escalations within team response/resolution targets • Ability to work weekend and on-call shifts on a rotational basis • Provide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiency

• 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