• 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

• Support a large-scale Windows infrastructure modernization initiative • Upgrade legacy Windows Server environments • Implement automation frameworks • Enhance monitoring capabilities • Support hybrid cloud integration initiatives

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty. • Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues. • Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution. • Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work. • Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems. • Be influential in improving procedures and processes that improve our efficiency and effectiveness. • Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution. • Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same. • Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents. • Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution. • Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level. • Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases. • Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analysing network and other technical diagrams to aid in problem diagnosis and resolution and often provide mentoring to colleagues to improve their technical abilities. • Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products. • While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty. • Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues. • Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution. • Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work. • Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems. • Be influential in improving procedures and processes that improve our efficiency and effectiveness. • Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution. • Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same. • Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve. • Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents. • Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices. • Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution. • Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level. • Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases. • Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analyzing network and other technical diagrams to aid in problem diagnosis and resolution, and often provide mentoring to colleagues to improve their technical abilities. • Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products. • While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.