• Troubleshooting, analysing technical problems and working with the customer and Blue Prism developers to resolve technical roadblocks • Ensure all issues are resolved or escalated to the proper resources in a timely fashion • Manage communications with customers at all levels to maintain positive relationships • Managing customer issues within our CRM system • Manage customer support technical issues daily, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible • Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web • Reproduce product behaviour to determine the problem root cause and to find workarounds and solutions • Coordinate with other teams to assist in identifying, reporting and resolving product defects • Write, review and maintain knowledge base articles • Proactively contribute to the correct development of P1 BCS incidents • Support and mentor other team members

• Design and evolve data models and service contracts that scale cleanly and remain stable over time • Build reliable, observable backend services with clear SLOs; instrument, measure, and iterate to improve latency and uptime • Drive performance and correctness across critical flows; prevent regressions with solid testing and reviews. • Collaborate with cross‑functional partners to translate requirements into platform capabilities and ship them end‑to‑end. • Operate services in production; participate in on‑call; learn from incidents to strengthen the platform. • Communicate tradeoffs, risks, and milestones clearly; remove blockers and keep work moving.

• Serve as the primary point of contact for day-to-day client support requests, questions, and production issues. • Triage and troubleshoot incoming issues (severity/impact, steps to reproduce, environment context, screenshots/logs) and route them to the right internal owners. • Create high-quality tickets and documentation to help engineering/design/QA resolve issues quickly and accurately. • Provide clear, consistent client communication: acknowledge requests, set expectations, share ETAs/workarounds, and close the loop. • Coordinate incident response and resolution across internal stakeholders; run follow-ups and ensure nothing falls through the cracks. • Identify patterns and recurring issues; propose improvements to workflows, documentation, training, product UX, and support processes. • Maintain and improve support artifacts (runbooks, FAQs, known issues, client-facing guides). • Support release coordination and validation: confirm fixes, communicate changes, and help ensure smooth adoption.

• Own the end-to-end technical support experience for our customers. • Serve as the primary technical point of contact post-sale. • Troubleshoot complex issues and guide customers through integrations and implementation questions. • Build the systems and processes that allow support to scale as we grow. • Serve as the primary technical escalation point for customer issues. • Investigate, reproduce, and resolve platform, integration, and data-related challenges with urgency and ownership. • Analyze logs, APIs, and configurations to identify root causes. • Support customers with API integrations and provide clear technical guidance and documentation. • Establish ticketing workflows, SLAs, and escalation paths. • Work closely with Technical Account Management and Sales Engineering during onboarding and expansion to ensure technical adoption and smooth handoffs. • Surface recurring issues, feature gaps, and field insights to improve platform reliability.