• 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.

• Provide support in identifying and resolving incidents and/or problems in NEXDOM systems. • Clarify questions about system functionality. • Propose and discuss workflow and process improvements with the team and management. • Maintain active communication during support interactions (chat, email, phone, etc.). • Reclassify ticket severity and type when necessary. • Record complete solutions and the progress of tickets. • Act based on incident evidence to ensure accurate responses. • Contribute to maintaining the research library and knowledge management. • Follow and suggest improvements to internal processes and guidelines. • Share knowledge with the team to promote collaborative work. • Provide courteous and empathetic service to ensure a positive experience. • Demonstrate active listening and a focus on problem resolution. • Perform or develop related tasks as requested by the supervisor. • Receive and guide new analysts during onboarding. • Manage the resolution of incidents and requests with greater autonomy. • Align with service-desk best practices. • Execute assignments with periodic guidance and limited supervision. • Stay up to date with procedures, training, and certifications relevant to the area. • Triage and diagnose incoming tickets. • Document solutions in tickets to facilitate future searches. • Handle tickets within SLA or route them to the appropriate team. • Respond to requests quickly with a focus on customer satisfaction. • Create and maintain a knowledge base, analyzing processes and proposing improvements. • Interact with resolver teams for joint issue handling. • Analyze and review requests to ensure proper resolution or escalation.

• 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.