• Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment. • Provide in-depth product support and researching client issues. • Troubleshoot problems with equipment or software applications and recommend corrective action. • Document customer information and recurring technical issues to support product quality programs and product development.

• Provide remote and onsite support for hardware issues in retail stores, including POS systems, printers, scanners, network devices, and other peripherals • Assist with store openings, relocations, and closures, ensuring proper installation or removal of network & hardware • Troubleshoot, diagnose, and resolve hardware and connectivity issues promptly • Perform remote analysis, diagnosis and resolution of technology issues • Coordinate hardware replacements, upgrades, and maintenance schedules across all stores • Collaborate with store managers and staff to understand and address their technology needs • Develop and document standard operating procedures for hardware setups and maintenance • Train store staff on hardware usage, troubleshooting basics, and IT best practices • Work with third-party vendors as needed for warranty repairs or specialized support • Provide feedback and recommendations for hardware improvements, efficiency enhancements and cost-effective solutions • Maintain accurate records of hardware inventory, repairs, and replacements

• Work with customer accounts assigned to you • Host pre-scheduled and ad-hoc calls to review tickets and discuss projects • Serve as conduit between the customer and internal Agiloft teams • Manage customer communications via tickets and email • Collaborate with Agiloft engineering and leadership teams as needed • Proactively take ownership of high-priority and escalated cases • Conduct weekly meetings with accounts to discuss projects • Participate in Quarterly Business Reviews as technical contributor

• Working with business and product teams to understand product vision and requirements • Provide timely technical support to customers during US working hours, addressing issues related to service levels, cloud infrastructure, data storage, access control, authorization etc. • Investigate and troubleshoot problems by analyzing logs, reviewing system metrics, and tracing functional flows across multiple applications • Create and deploy data patches when necessary to resolve customer issues quickly and effectively • Communicate technical issues and resolutions clearly to customers, managing expectations throughout the resolution process • Coordinate with engineering, product, DevOps, infrastructure, and security teams to resolve complex technical challenges • Escalate critical issues appropriately & follow through to ensure timely resolution • Participate in incident response & post-mortem activities to prevent recurring issues • Share customer insights & feedback with product and engineering teams to drive improvements • Monitor cloud infrastructure and services to proactively identify potential issues • Manage and troubleshoot blob storage, SQL, and NoSQL datastores, and related data issues • Understand and navigate the functional workflows of core applications to diagnose problems effectively • Document technical solutions, create knowledge base articles, and contribute to internal runbooks