• Deliver outstanding technical support via chats and emails, phone calls; • Troubleshoot complex technical issues and escalate as needed; • Act as the primary technical contact during the life-cycle live events; • Escalate incidents clearly, including impact, timeline, and reproduction steps; • Perform log analysis, REST APIs, JSON, and SQL; • Use AWS tools (CloudWatch, Athena, S3) and monitoring/logging platforms (Grafana, OpenSearch); • Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams.

• Provide first-level technical support for network and network security solutions; • Open/forward tickets to second-level support and to solution vendors; • Collaborate with the monitoring team; • Participate in pre-sales activities and in client deployment projects for accounts under your responsibility; • Collaborate with the sales team; • Prepare management reports; • Attend status-report meetings with clients; • Participate in trainings and certifications provided by solution vendors; • Knowledge of Cisco, TP-Link, Mikrotik, Fortinet, and Ubiquiti solutions is desirable;

• You will take ownership of customer issues, including: initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention. • Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • You will serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible. • You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers. • Technical Support engineers also create the process or troubleshooting documentation in the Support knowledge base. • We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

Role Description The Technical Support Specialist (Tier 1) provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. Position Scope - Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements. - Serves as primary technical support liaison between company and customer. - Keeps customer informed of how and when problems are resolved. - Involved in any additional follow up, testing and troubleshooting. - Responsible for appropriate referral to other support and quality assurance areas. - Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures. - Conveys customer feedback to Technical Support leadership. - Attends team meetings, company meetings and other internal events. - Works within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements. - Participates in internal projects as required. - Other duties as assigned. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. - Minimum 1 year of experience, preferred 1-3 years’ experience in a technical support role, preferably in a SaaS or software environment. - Experience in customer service, client-facing roles, and technical troubleshooting. - Strong problem-solving, diagnostic, and organizational skills with a detail-oriented approach. - Able to manage multiple priorities in a collaborative environment. - Effective communication and interpersonal skills, including clear written and verbal solution delivery. - Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools. Work Environment - This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. - It requires a suitable space that provides a private and quiet workplace. - Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Physical Requirements - Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization. - Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance. - Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials. - Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. - Travel requirements: Minimal (less than 10%). Benefits - Fully remote work, giving you the flexibility to do your best work from anywhere in the continental U.S. (unless otherwise noted). - Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching. - Company-paid disability and life insurance, with the option to enhance coverage through voluntary plans. - Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time. - Retirement savings with employer match, vesting every pay period. - Flexible Spending Accounts for healthcare and dependent care. - Optional supplemental coverages, such as accident, hospital, and critical illness insurance, identity theft and credit monitoring, and legal protection services. - Meaningful recognition and tangible rewards that celebrate achievements, fuel motivation, and recognize both individual and team success. EEO Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information. Email: recruiting@follettsoftware.com CCPA Notice for California Residents: Notice to California Applicants