• 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

• Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter. • Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain. • Synthesize and partner with Product/Eng. Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work.

• 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