• Serve as the first point of contact for customer technical support via email, phone, and web portal. • Triage, diagnose, and resolve Level 1 issues involving device setup, pairing/connectivity, configuration, firmware updates, and basic operational questions. • Gather required details (logs, photos, environment notes, reproduction steps) to enable fast resolution and clean escalation. • Provide clear customer-facing guidance with concise steps, expected outcomes, and follow-up checkpoints. • Manage case lifecycle: accurate notes, customer updates, prioritization, and timely closure aligned to internal SLAs. • Validate symptoms vs. expected behavior using internal playbooks and known-issue documentation. • Identify safety-critical indicators and ensure immediate routing per internal escalation rules. • Coordinate with internal teams to ensure smooth handoffs and maintain customer communication during the process.

• Receive, replicate, and analyze incoming software application support requests from clients through phone calls, chats, and emails in a high-pressure environment • Accurately log all relevant information in the support ticket in the issue tracking software while making sure the case information stays up to date at all times • Investigate software application issues using the available knowledge base, previous cases, and collaboration with other team members to resolve issues • Adjust the priority of issues raised to the Product Support Team based on provided guidelines and move them accordingly to appropriate queues • Escalate issues to 2nd level as necessary, providing steps to replicate, screenshots, and any additional relevant information such as log files (server traces) • Oversee assigned support cases while tracking related development fixes/product requests and communicating with clients and other teams • Through regular internal training workshops and self-learning, maintain an up-to-date working knowledge of SeatGeek products, including integrations with 3rd party products and hardware • Test/validate software application issues and bugs in both production and lower environments and work with the development team for a resolution

• Customer support excellence: Provide fast, friendly, and technically sound support via email, chat, and video calls — maintaining high CSAT and meeting SLAs across EU and US hours. • Technical troubleshooting: Diagnose, reproduce, and resolve product issues; document bugs and work closely with our Engineering team to ensure timely resolutions. • Customer advocacy: Capture and communicate customer feedback, identify recurring pain points, and represent the “voice of the customer” in cross-functional discussions with Product and Engineering. • Process and knowledge improvement: Contribute to our Help Center, FAQs, and internal documentation in Notion and Guru; refine support processes to make the customer experience even smoother. • Product mastery: Build and maintain a deep understanding of Attio’s functionality, APIs, and integrations, staying ahead of upcoming releases and new features to support customers with confidence. • Team collaboration: Work closely with colleagues across Support, Product, and Engineering to ensure consistent, high-quality service delivery and contribute to a culture of operational excellence. • Consultative guidance: Partner with customers to deeply understand their goals, workflows, and data models. Provide strategic, scalable solutions that go beyond resolving immediate issues — helping them optimise processes, automate intelligently, and realise long-term value from Attio.

• Act as the technical support escalation point for IT and AV customers, providing in-depth troubleshooting and resolution for escalated tickets involving NETGEAR equipment, with a preference in engaging customers directly by phone. • Diagnose and resolve complex technical issues related to: - Layer 2 and Layer 3 switching - QoS / IGMP / STP - AV protocols and interoperability (Dante, NDI, AES67, etc.) - Routing protocols - Wireless networking • Collaborate with engineering and product teams to escalate and resolve bugs or undocumented behaviours, ensuring high customer satisfaction. • Assist with advanced configurations, firmware validation, and product behaviour replication in lab environments. • Document solutions, root causes, and workarounds in the knowledge base to support continuous improvement of support operations. • Provide feedback to product and development teams regarding recurring issues, customer feature requests, and usability improvements. • Stay up to date with emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates. • Contribute to proactive support initiatives, including support guides, training for lower tier support teams, and customer-facing webinars or documentation. • Monitor for, identify and report on trends in escalations.