Role Description As a Senior Technical Support Specialist, you will provide product and system support to our full portfolio of clients. This role follows a Wednesday to Sunday work schedule to support client coverage needs across different time zones. You will need to become an expert user of our end-to-end fraud prevention platform and provide timely, fast-paced responses to clients via our Zendesk ticket system. You will also work closely with our product team to share customer feedback on product usability. The Senior Technical Support Specialist will collaborate closely with engineering teams to troubleshoot product and system issues and is expected to develop a strong understanding of our system architecture. You will need strong communication skills to speak with clients directly, identify the source of their issues, and provide clear explanations once the solution or root cause is found. Key Responsibilities - Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system. - Ability to triage support requests in an effective manner to ensure request prioritization is maintained. - Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup. - Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests. - Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally. - Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions. - Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning. - Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training. Qualifications - 5-7 years of technical support experience in SaaS companies in Big Data Analytics industry. - 3+ years of experience using and/or supporting real time data processing or Decision Engine type products. - B.A./B.S. degree in a technical, analytical, or engineering discipline. - Excellent problem-solving and troubleshooting skills. - Excellent communication skills and ability to multitask in fast-paced environment. - Strong time and project management ability with focus to ensure deadlines are met. - Ability to communicate technical information in an accessible manner to non-technical employees. - Coding and database experience (e.g. Python, Java, SQL) a plus. - A process standardization and process improvement mindset. - EU citizen residing in Ireland. Requirements - Compensation: Annual salary range of EUR 50,000 - 75,000, commensurate with experience. - Bonus, PTO.

• Support hours for the organization are Monday through Friday 8AM to 6PM Eastern. • The role will have after-hours support based on a rotation to be assigned by the Help Desk Manager. • Serve as a business partner for the support of business applications solutions and processes. • Comfortable working on and assisting others through company help desk software, and remote access desktop programs. • Act as the initial point of contact for all computer and system related concerns. • Assist management in creating training materials pertaining to computer troubleshooting and usage. • Attend in-person meetings with management to discuss, analyze, troubleshoot and diagnose hardware and/or software issues. • Resolve technical issues related to network interruptions, and actively update, maintain, and monitor all aspects of computer networks. • Ability to work to corporate service level agreements. • Attention to details and strong customer service orientation.

• Handle Critical Escalations: Serve as the final tier of support for the most complex, high-priority, and technically demanding customer issues globally. • Technical Leadership & Mentorship: Elevate the technical baseline of the entire support organization by mentoring junior and senior engineers, leading technical deep-dives, and conducting training sessions. • Bridge Support and Engineering: Work with Engineering, QA, and Product teams to identify bugs, replicate edge-case issues, and advocate for product improvements based on customer impact. • Knowledge Management: Author, review, and maintain high-quality internal and external documentation, knowledge base articles, and troubleshooting guides. • Process & Strategy Optimization: Contribute to Technical Support team strategies, designing and implementing improved processes to enhance time-to-resolution and overall organizational efficiency.

• Provide first response and technical support for issue resolution via our ticketing system and remote sessions • Ask appropriate fact-finding questions to clearly identify and understand the client's issue while helping to isolate the potential root cause • Communicate proactively with customers to keep them informed throughout the resolution process • Build and maintain self-service resources — guides, FAQs, and troubleshooting materials — for frequently encountered customer questions • Partner with enterprise customers who have highly customised deployments to understand their unique environments and deliver tailored support • Escalate cases requiring advanced technical skill with clear and thorough handoff documentation • Advise customers on network-related requirements, including firewall ports and basic TCP/IP settings, when appropriate • Stay organised and document all customer interactions using our ticketing tools and other related tools • Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards. • Regularly audit and test the AI Support Agent's performance, identifying gaps in its knowledge base and proactively refining content to enhance its resolution capabilities. • Monitor support interactions to identify patterns, gaps in available resources, and opportunities to improve the customer experience by creating a new knowledge article, refining existing guidance, or flagging any recurring issues.