• Become an Iterable product expert. • Answer customer questions over email, live chat, Zendesk and phone. • Categorize customer inquiries. • Write and update support articles. • Escalate issues to Customer Success Managers and the Engineering team. • Deliver excellent customer service to delight Iterable customers.

• Clarify questions regarding the operation and features of SoftExpert applications; • Reproduce scenarios reported by the client to identify the root cause of incidents; • Interact with Development and Technology teams to resolve incidents; • Log all incidents reported by clients; • Provide Development and Technology teams with information aimed at continuous improvement of SoftExpert applications; • Prepare follow-up reports for support tickets; • Seek support and involvement from other SoftExpert areas (Development, Technology) for incident resolution when necessary; • Apply patch packages to the client's environment, depending on the support contract type and complexity; • Meet response times and other clauses specified in support contracts; • Assist the support team with technical questions about computing environments; • Assist in mapping and validating preventive and corrective procedures for computing environments; • Apply investigative and problem-resolution techniques; • Interact with the client's IT team or their designated representative; • Identify and leverage opportunities to sell services not covered by the support contract.

• A Technical Support Engineer is responsible for troubleshooting and closing tier II support tickets. • Work cross-functionally with Tier I, DevOps, Developers, and Service teams to enhance the impact of our products by supporting customer base. • Communicate effectively with external customers and provide pre-implementation support. • Act as a liaison to project managers and provide technical advisement for projects. • Utilize advanced analytical and troubleshooting skills for technical problem-solving. • Maintain team documentation for consistent operations and knowledge sharing.

• Monitor incoming support tickets and provide timely responses to technical support inquiries—diagnosing issues across customer setup, Tavily products, and deployment issues • Escalate queries to Engineering and Customer Success if required depending on scope and impact • Field requests as part of our follow-the-sun support coverage to ensure customers get help when they need it • Collaborate with engineering, operations, documentation, and product teams to escalate and resolve bugs, and communicate customer needs • Use and help improve internal tooling, diagnostics, and runbooks for issue triage • Participate in post-mortems for critical incidents and help document learnings • Track KPIs for support health (CSAT, bug recurrence) and contribute to continuous improvement efforts • Help improve documentation and knowledge articles to enhance self-service resources