• Incident ownership: Manage complex incidents from triage through resolution, coordinate cross-functional resources, conduct post-incident reviews, and communicate promptly with stakeholders. • Technical investigation: Analyze logs, traces, metrics, and data queries to diagnose issues across backend services, integrations, payment rails, and custody systems. • Reproduce issues in test environments as needed. • Escalation and collaboration: Partner with Engineering, DevOps, and Product teams to prioritize fixes, develop mitigation plans, and track progress toward resolution. • Knowledge management: Develop and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates. • Coach L1/L2 agents on common issues and their resolutions. • Monitoring and alerting: Define effective alerts, adjust thresholds, and reduce noise to improve incident detection and response times. • Release support: Participate in release reviews, validate deployments in staging and production, and conduct targeted post-release checks to detect regressions early. • Continuous improvement: Lead initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry across the stack. • Customer communication: Deliver clear, timely, and professional updates to customers and stakeholders throughout incident lifecycles, ensuring expectations are managed and outcomes are documented.

• Provide global, customer-facing support for Superna software through tickets and remote troubleshooting sessions. • Diagnose, document, and resolve software or configuration issues following established procedures. • Escalate complex issues appropriately while maintaining ownership of customer communication. • Document solutions and contribute to the internal knowledge base. • Participate in shift rotations and internal team training sessions.

• Build and expand MCP servers that expose Starfish's data management capabilities to LLM-powered workflows • Develop intelligent agents that can reason over storage metadata at scale — including local LLM deployment and configuration using vLLM, Ollama, or similar • Create workflow automation and chat-based interfaces for querying and acting on Starfish data • Build proof-of-concept implementations and turn them into production-grade features • Support customers through installation, configuration, and troubleshooting of AI features and integrations • Get on calls with technical teams, understand their use cases, and translate requirements into working agents • Document what you learn so the next person doesn't have to figure it out from scratch

• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs. • Work with Problem Managers to identify root causes, support trend analysis, and drive permanent fixes. • Manage urgent and high-priority customer engagements, driving timely solutions. • Work closely with R&D on troubleshooting, reproducing issues, and analysing logs. • Create and maintain product knowledge-base articles and internal tools to support both customers and Neat teams.