Tier 1 Support Technician  Location: On-Site/In-Office | Golden, CO  About Prime Robotics  Prime Robotics is pioneering the future of warehouse automation. Our robots handle pallet retrieval, case picking, each picking, and rack automation across active, high-throughput warehouse environments. As we scale our on-prem, production-critical systems, system software reliability, integration, and operational excellence are core competitive advantages.  Our mission: to build resilient, high-performance systems that keep intelligent robotics running 24/7 in real warehouses.  About the Role  We are looking for a Tier 1 Support Technician to serve as the first point of contact for technical support across our customer sites. This is an entry-level role, so we're more interested in how you think and solve problems than what's on your resume.  What You'll Do  - Serve as the first point of contact for technical support requests from customer sites  - Troubleshoot hardware and software issues related to our Automated Guided Vehicle (AGV) systems and supporting infrastructure  - Document issues and resolutions in our ticketing system  - Escalate complex issues to Tier 2 support when needed  - Assist with monitoring customer site health and system uptime  Schedule: 10:00 AM – 7:00 PM or 11:00 AM – 8:00 PM (1-hour lunch) | One weekend per month on-call

• Investigate, troubleshoot, and remediate technical incidents for corporate customers • Perform initial triage and validation of incidents • Build and maintain strong relationships with customers • Collaborate with various internal teams • Train and mentor junior team members • Participate in developing documentation and knowledge base

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments • Build and maintain strong relationships with customers and partners • Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues • Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices • Participate in developing documentation, knowledge base, and technical articles on Acronis' products • Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way • Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)

• Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff. • Provide timely responses to customer service inquiries via product ticket system • Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat) • Collaborate with team members to provide resolutions to customer inquiries • Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes • Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue • Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores • Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software • Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues • Understanding or aptitude to learn how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections.