• Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. • Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs. You'll use SQL (or similar tools) to pull information from databases, and add technical context to your tickets. • Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support. • Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities. • Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate. • Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve our service delivery. • Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.

• Serve as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security solutions. • Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations. • Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform. • Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation. • Support onboarding and customer engagement efforts alongside Customer Success Managers. • Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection. • Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience.

• Own inbound customer inquiries via phone, email, and live chat — responding promptly, professionally, and with measurable impact on customer satisfaction. • Serve as a trusted advisor to clients, guiding them through complex platform questions and helping them get maximum value from Rentvine's features. • Create, manage, update, and resolve support tickets with accurate documentation and timely follow-through. • Consistently meet or exceed established SLAs, CSAT targets, and team KPIs. • Diagnose, investigate, and resolve software, accounting, and workflow-related issues with a structured, methodical approach. • Identify recurring issues and escalate complex or high-impact cases to Tier 2 or Engineering with clear, thorough context. • Document troubleshooting steps and resolution outcomes in a way that enables team-wide knowledge sharing. • Develop and maintain deep expertise in Rentvine's platform, including accounting modules, reporting tools, integrations, and operational workflows. • Guide customers through best practices, configuration options, and system navigation to help them work more efficiently. • Serve as an internal resource for team members on platform behavior and edge-case scenarios. • Contribute to the continuous improvement of the knowledge base, internal SOPs, and customer-facing help content. • Capture customer feedback to surface trends to Product, Engineering, and Leadership. • Collaborate cross-functionally with Onboarding, Account Management, and Customer Success to ensure a seamless customer experience.

• Supports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses • Works on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM • Effectively and efficiently uses the FUJIFULM knowledge resources available to help in the troubleshooting process • Collaborates with peers and other team members when working on more complex technical issues • Effectively documents cases throughout the process of troubleshooting the issue • Follows the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when an issue cannot be resolved • Answers and facilitates incoming customer calls, effectively communicates with customers, and documents interactions within a case • Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned • Monitors TAC phone system wall boards to ensure that proper statuses are maintained • Maintains a high level of success with yearly goals provided by your manager and metrics defined on a team level • Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures