• Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures. • Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users. • Manage ticketing systems, ensuring timely resolution and proper escalation of issues. • Perform password resets, account provisioning, and remote assistance for end-users. • Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment. • Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity. • Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees. • Assist with IT purchasing hardware and software as needed. • Participate in developing and implementing standard operating procedures and customer service guidelines for IT support. • Collaborate on global IT projects and initiatives with colleagues across Five9 sites. • Provide occasional off-hours support, including evenings and weekends. • Perform other related duties as assigned.

• Provide technical support, troubleshooting and issue resolution to our customers via email, phone, chat or remote web session. • Manage a queue of support tickets for high priority and complex technical issues. • Reproduce issues in-house and respond to customers in a timely manner. • Collaborate with Peers, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers. • Evaluate, identify, and escalate platform bugs and issues as they are encountered. • Maintain a technical understanding of the entire JumpCloud Platform. • Collaborate with Customer Success Managers, Account Managers and Implementation Engineers to ensure the success of our new customers.

• Provide technical support, troubleshooting and issue resolution to our customers via email, phone, chat or remote web session. • Manage a queue of support tickets for high priority and complex technical issues. • Reproduce issues in-house and respond to customers in a timely manner. • Collaborate with Peers, Mentors, Escalation Engineers, Knowledge Base and other internal tools to provide the most effective, world-class solutions for our customers. • Evaluate, identify, and escalate platform bugs and issues as they are encountered. • Maintain a technical understanding of the entire JumpCloud Platform. • Collaborate with Customer Success Managers, Account Managers and Implementation Engineers to ensure the success of our new customers as they transition into the day-to-day use of our product. • Develop and maintain knowledge base articles to increase shared knowledge among the entire Support Engineering team. • Collaborate with peers on projects aimed at improving the customer and Support Engineering operations.

• Provide technical support, troubleshooting and issue resolution to our customers via email, telephone, chat or remote web session. • Manage a queue of support tickets for high priority and complex technical issues. • Reproduce issues in-house and respond to customers in a timely manner. • Collaborate with peers, escalation points, mentors, our knowledge base, community forums and other internal tools to provide the most effective, world-class solutions for our customers. • Collaborate with Product and Learning teams to ensure customer education programs are accurate and up to date. • Maintain a technical understanding of the entire JumpCloud Platform. • Collaborate with Account Manager and Implementation Engineers to ensure the success of our new customers as they transition into the day to day use of our product. • Develop and maintain internal knowledge base articles to increase shared knowledge among the entire support engineering team. • Collaborate with peers on projects aimed at improving the customer and support engineer experiences.