• Own complex escalated support issues, diagnosing and resolving application and infrastructure problems across the full stack • Investigate and resolve issues within the AWS environment including Aurora PostgreSQL, CloudWatch, and Splunk • Collaborate with engineering teams to identify root causes and implement permanent fixes for recurring issues • Support system monitoring, alerting, and incident response to maintain availability and performance • Document technical findings, resolutions, and operational runbooks for the broader support team • Assist with release validation and post-deployment verification in coordination with engineering

• Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira • Troubleshoot application access, functionality, and configuration issues for internal users • Assist with User Acceptance Testing (UAT) and contribute to the creation of user guides and training materials • Document support tickets, resolutions, and recurring issues to identify patterns and improve system reliability • Escalate complex technical issues to Tier 3 engineering support with clear documentation • Communicate clearly with end users throughout the resolution process to ensure a smooth support experience

• Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades • Analyze and make recommendations for hardware and software standardization • Create user accounts and manage access control based on company policies • Maintain, analyze, and repair hardware and software systems • Respond to tickets in Jira, and troubleshoot and resolve problems on time • Support and enforce information technology (IT) policies • Set up and configure new systems (Mac and PC), applications, and upgrades • Manage user account information, permissions, and rights, including groups • Document standard procedures and processes • Partner with HR and Security for onboarding of new employees • Work with laptop vendors to order new laptops as needed • Help Wealth.com employees with any technical issues • Train end-users on best practices for using various IT systems, software, and devices. • Provide support for office equipment (printers, scanners, and other peripherals), ensuring that all devices are functioning optimally and resolving any technical problems. • Write and maintain basic scripts (PowerShell, Bash, or similar) to automate tasks and improve system efficiency.

• Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone) • Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers • Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices • Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient • Provide high-quality technical support to customers via various channels • Troubleshoot and resolve issues promptly and effectively • Collaborate with customers to understand their needs and provide tailored solutions • Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues • Stay updated on product enhancements, new features, and industry best practices • Analyze and diagnose technical issues reported by customers and provide timely resolutions • Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution • Document troubleshooting steps and solutions for internal and external knowledge bases • Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements • Contribute to the development of documentation, tools and processes to streamline support