• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem). • Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement. • Participate in real-time customer remediation efforts and live incident resolution. • Act as a customer advocate to ensure timely and accurate issue resolution. • Support enterprise customers with mission-critical systems and real-time data use cases. • Assist with new deployments, configuration guidance, and performance tuning. • Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities. • Contribute to a collaborative, agile, and globally distributed support team.

• Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract • Actively participate in the ongoing continuous improvement activities for both maintenance and procedures • Conduct planned maintenance tasks in accordance with the operating instructions • Attend and participate in meetings with the customer where necessary to obtain sign off for work carried out on the customer's equipment • Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides) • Completion of relevant documentation for all work carried out • Proactive involvement in the Company’s HSQE management processes • Maintain cleanliness of the SGB onsite facilities • Attend local and factory training courses when necessary to ensure skills remain current • Participate in 24/7 shift working including callout when required

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

Role Description As a Critical Systems Service Support Engineer, you will help advance ALC’s business through helping expand our Aftermarket Services with advanced systems. We are looking for a team member who is self-motivated, detailed oriented, customer focused, and acts as a role model for other Service Engineers. As a technical and product expert, you will: - Solve highly complex problems - Lead in training less experienced Service Engineers - Serve as a point of contact in the field - Potentially support the sales department when requested Essential Functions - Provide solutions to complex system problems and lead others on how to resolve problems - Mentor and develop less experienced Service Engineers on all field tools and technology - Perform system maintenance on field controllers, servers, workstations, and field hardware - Communicate issues and recommend system enhancements, upgrades, and/or repairs - Maintain feedback on equipment scheduling and modifications needed - Manage assigned work to exceed customers’ time and quality expectations - Communicate and document project status and details for the customer - Provide site-specific training to owners/operators on the upgrades/service - Provide technical support for the Branch Offices on an as needed basis - Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers - Participate in the creation and updating of the training content for Service Engineers - Create and maintain standard work instructions in accordance with the Operations Manual guidance - Provide local training and guidance that is aligned with ALFO standard work and best practices - Collaborate as a member of internal cross-functional teams to drive timely resolution of customer needs and ensure consistent service experience Qualifications - High School Diploma or GED - 6+ years of experience in Building Automation, HVAC, or related field - Possess a current Driver’s License and is insurable by the company’s insurance - Capable of climbing ladders or using other lift equipment more than 8 feet above grade, and capable of lifting items up to 50lbs Preferred Qualifications - Knowledge of TCP/IP networks including wireless technologies - Ability to communicate technical information to a non-technical audience - Able to read and understand Architectural, Mechanical, and Electrical blueprints - Experience interacting with a large and diverse number of simultaneous challenges, requiring knowledge of multiple disciplines - Bachelor’s degree, associate degree, Technical/Business School Certificate or Diploma in HVAC Controls, or related field Travel Requirements - 25%-50% travel Pay Range The annual salary for this position is between $79,000.00 - $158,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. Benefits - Health Care Benefits: Medical, Dental, Vision; Wellness incentives - Retirement Benefits - Time off and Leave: - Paid vacation days, up to 15 days - Paid sick days, up to 5 days - Paid personal leave, up to 5 days - Paid holidays, up to 13 days - Birth and adoption leave - Parental leave - Family and medical leave - Bereavement leave - Jury duty leave - Military leave - Purchased vacation - Disability: Short-term and long-term disability - Life Insurance and Accidental Death and Dismemberment - Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account - Tuition Assistance