• Provide support in identifying and resolving incidents and/or problems in the NEXDOM systems. • Clarify questions regarding system functionalities. • Suggest improvements to workflows and processes based on support interactions. • Maintain active communication during support interactions via chat, email, phone and other channels. • Reclassify ticket severity and type, ensuring the correct handling and routing of requests. • Fully document the progress and resolution of tickets, enabling requester follow-up. • Work based on incident evidence, aiming for accurate, effective resolution. • Contribute to maintaining the knowledge base and research library. • Follow and propose improvements to internal processes and guidelines. • Share knowledge with the team and maintain collaborative working relationships with colleagues. • Provide support with respect, professionalism, and empathy, aiming for a positive experience. • Demonstrate active, empathetic, and objective listening focused on problem resolution. • Perform other related tasks as requested by leadership. • Work under close and ongoing guidance and supervision. • Stay updated on procedures, trainings, and certifications relevant to the area. • Ensure tickets are handled within the agreed SLA. • Interact with resolution teams for joint handling of issues. • Study and analyze requests, escalating or routing them as necessary.

• Deliver outstanding support to our open-source users and enterprise customers via multiple channels, including chat, forums, GitHub, and phone. • Develop deep technical expertise in GitOps, Argo, and Akuity’s offerings. • Troubleshoot, diagnose, and resolve customer issues promptly and accurately. • Recognize common support patterns and escalate issues to engineering when appropriate. • Help build and iterate on our support playbook, processes, and systems. • Contribute to improving Akuity’s documentation to enhance the customer experience.

• Deliver outstanding support to our open-source users and enterprise customers via multiple channels, including chat, forums, GitHub, and phone. • Develop deep technical expertise in GitOps, Argo, and Akuity’s offerings. • Troubleshoot, diagnose, and resolve customer issues promptly and accurately. • Recognize common support patterns and escalate issues to engineering when appropriate. • Help build and iterate on our support playbook, processes, and systems. • Contribute to improving Akuity’s documentation to enhance the customer experience.

• Act as a technical escalation point for hub IT analysts. • Diagnose and resolve incidents across: End-user compute (Windows, O365, devices), Identity and access (AD/Azure AD) and Core business applications • Manage ticket queues and ensure SLAs are met • Support incident resolution and root cause analysis • Work closely with offshore/remote teams to coordinate fixes • Maintain accurate documentation and knowledge base articles • Identify repeat issues and suggest improvements