• Act as the technical escalation point for mission-critical production customers. • Investigate complex issues escalated from Core Support through to resolution. • Collaborate with Site Reliability Engineering and Product teams to determine the best course of action for specific customer issues. • Work with our Incident team to address emerging issues with our platform and services. • Create training, documentation, and knowledge-sharing sessions informed by patterns discovered during escalated investigations. • Facilitate mentorship sessions with the existing Customer Support team to help build their technical and troubleshooting skills.

• Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff. • Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients. • Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption. • Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations. • Documentation & Best Practices: Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

***Are you the one we’re looking for?*** Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products. This role requires the ability to understand our complex products and our users’ needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams’ success.**** ***Get to know us a little.*** At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrases... they are part of our everyday reality, and yes, we're proud of it!

• Support the delivery of service desk transformation initiatives • Analyse current support processes and identify improvement areas • Assist in creating and documenting: SOPs, Runbooks & Knowledge base content • Work with distributed teams to align support practices • Support tooling improvements and service optimisations • Assist with reporting, metrics, and service performance tracking • Act as a bridge between BAU teams and transformation activities