• Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues. • Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions. • Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders. • Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues. • Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams to minimize customer disruption. • Contribute to the internal knowledge base by creating documentation for the fastest resolution of similar tickets in the future.

• Work with Cohesity customers to provide a timely resolution to technical issues. • Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays. • Use available tools to investigate and troubleshoot technical issues. • Recreate customer environments and problems to aid in troubleshooting/case resolution • Record customer interactions, including investigation, troubleshooting, and the resolution of issues • Work closely with Cohesity engineering and account management teams • Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions • Provide the best experience possible for Cohesity customers • Manage workload to ensure that all customer issues are resolved in a timely manner • Assist in the development of comprehensive and reusable self-service solutions for future incidents • Develop a knowledge base article. • Determine and communicate recommendations on Support readiness for new products and features • Provide feedback to improve product quality/functionality • Participates in process planning and makes recommendations for improvements

• Provide basic technical support to customers who are experiencing technical issues with their products or services • Identify and troubleshoot technical problems, and provides timely and effective solutions to customers • Communicate technical solutions to non-technical customers in a clear and concise manner • Ensure accurate ticket triaging • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed • Escalate complex issues to higher-level team members as necessary • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide excellent customer service to ensure customer satisfaction and loyalty • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Support nursing homes and troubleshoot medical software.

• Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome. • Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc. • Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products. • Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone. • Records requests for service and actions taken using both computerized and manual documentation systems to provide historical service records. • Create articles in Knowledge Management System. • Drive resolution of all system performance issues until an acceptable solution is identified and implemented or it is determined to escalate the call. • Facilitate technical requests from field engineers and distributors.