• Lead, coach, and develop the Level 2 Technical Support team • Serve as the primary escalation point for critical production issues • Respond to customer inquiries across ticketing systems, live sessions, and phone support • Maintain and continuously improve technical documentation • Identify patterns in escalations and drive systemic improvements to prevent recurrence

• Handle inbound technical support calls and emails from residents experiencing issues with their smart home devices • Troubleshoot common problems such as Wi-Fi connectivity issues, device pairing failures, and general setup questions • Walk residents through solutions clearly and calmly, adjusting your explanations to their level of comfort with technology • Log and manage all interactions accurately in CRM software • Handle both voice and email support channels, managing multiple tasks at the same time • Stay up to date with product changes and adapt to an evolving support environment

• Provide escalation support for security products including Zero Trust Security platform • Ensure application and network performance, reliability, and security for users • Analyze software issues and work with R&D and PM to prioritize and schedule fixes • Represent the organization as SME/Technical Lead in correspondence • Manage partners integration and Beta Support • Participate in on-call schedule (~2 occurrences per quarter)

Role Description The Senior Support Engineer – EDI & ERP Integrations is responsible for delivering advanced technical support for complex, business-critical EDI and ERP-integrated environments. This role serves as a Tier 2 escalation point for production incidents, system regressions, and integration failures impacting customer operations. The role operates at the intersection of customer support, professional services, engineering (R&D), and product, with primary accountability for: - Incident ownership - Thorough root cause analysis - Customer communication - Technical documentation - Resolution validation The position operates primarily during US business hours and requires flexibility to collaborate closely with offshore and distributed global teams to ensure timely incident resolution and continuity of service. Qualifications - 10+ years’ experience supporting EDI X12 transactions in production environments. - Demonstrated expertise in ERP-driven EDI integrations and data dependencies. - Ability to analyze EDI errors, validation failures, and mapping outcomes. - Experience supporting warehouse, logistics, invoicing, and fulfillment-related EDI flows. - Proven ability to independently own complex, high-impact technical incidents. - Strong written and verbal communication skills for both technical and non-technical audiences. - Ability to work effectively across engineering, services, global/offshore teams, and customer stakeholders without direct authority. - High attention to detail, accountability for outcomes, and commitment to documentation quality. - Comfort working with emerging technologies, including AI-assisted tools and workflows. Requirements - Own and resolve complex, escalated EDI and ERP integration issues impacting production environments. - Investigate failures across inbound and outbound EDI transactions. - Diagnose issues spanning ERP configuration, master data, EDI mapping, transaction validation, and system behavior. - Restore service and ensure business continuity for customer operations. - Leverage modern tooling, including AI-assisted analysis, automation, and diagnostic capabilities. - Perform defensible root cause analyses to determine whether issues are caused by: - ERP data or configuration gaps - EDI mapping or validation rules - Product defects or regressions - Customizations or integration logic - Produce clear, structured root cause analysis documentation. - Document findings and corrective actions in support cases and internal records. - Partner with Product and Technology teams to escalate confirmed defects. - Collaborate with Professional Services, Product, Support Operations, and offshore engineering or support teams. - Participate in post-deployment and post-upgrade investigations. - Demonstrate familiarity with AI concepts and tooling relevant to support operations. - Act as a senior technical point of contact during escalated customer incidents. - Provide clear, technically accurate explanations of issues, impacts, root causes, and resolutions. - Validate corrected transactions through test or production reprocessing. - Own support cases through the full lifecycle. - Contribute to and maintain high-quality technical documentation. - Investigate issues introduced during upgrades, configuration changes, or feature deployments. Benefits - Competitive pay and robust benefit plans. - Opportunity to grow your career in a fast-paced, flexible, and casual environment. - Outstanding opportunity for career development and growth.