• Investigate and diagnose technical incidents of medium and high complexity within a microservices architecture. • Analyze logs, metrics and traces (Datadog, Kibana, Grafana) to identify root cause and propose corrective actions. • Understand the flow between microservices, internal APIs and dependencies to locate failure points. • Read code and perform reverse engineering in languages such as Node.js, Python and Java to support problem identification. • Troubleshoot external integrations, including connectivity, authentication, SSL, timeouts, latency and payload inconsistencies. • Accurately isolate whether the problem lies in the product, the partner or the internal infrastructure. • Make system adjustments, configurations and parameterizations according to business rules and internal requests. • Escalate issues to Development (L3) or SRE only when necessary, providing a complete diagnosis and evidence. • Generate insights from incidents and support data, identifying patterns, recurrences and areas for improvement. • Document processes, investigations, technical procedures and applied solutions, keeping playbooks up to date. • Collaborate with N1 Support, Customer Service, Engineering and Product, ensuring clear and contextualized communication. • Work with organization, attention to detail and a strong focus on the quality of the user experience.

• Handling first-level tickets (Service Desk), performing analysis, logging, categorization, and routing of requests. • Supporting software, corporate systems, email, and productivity tools. • Creating, modifying, blocking, and removing user access in accordance with information security policies. • Managing permissions and access profiles for corporate systems. • Assisting with onboarding, internal transfers, and offboarding processes for employees. • Monitoring and ensuring compliance with service level agreements (SLAs). • Liaising with infrastructure, systems, information security teams, and vendors.

• Own assigned customer support cases from initial investigation through resolution or escalation. • Troubleshoot issues involving device enrollment, endpoint agents, patch deployment, software installation, policy execution, and script behavior. • Review logs, endpoint configuration, network settings, permissions, and security controls to identify likely root causes. • Support customers across Windows, macOS, and Linux environments, with an emphasis on practical troubleshooting and clear next steps. • Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting gaps, certificate issues, or permission restrictions. • Communicate clearly and empathetically with customers, tailoring technical detail based on the audience, urgency, and account context. • Gather complete escalation details for Engineering, including logs, reproduction steps, configuration details, customer impact, and severity. • Create and update internal and customer-facing knowledge base articles, troubleshooting guides, and support playbooks. • Partner with Support teammates, Customer Success, Product, and Engineering to improve workflows, reduce customer friction, and strengthen the support experience.

• Jointly own the customer new ticket queue (currently ~15 - 30 new tickets per week) • Own a backlog of customer support tickets (currently ~100 per agent), providing frequent updates to customers and negotiating priority with engineering • Think and act “customer-first”, collaborating closely with all key parts of FOSSA • Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system • Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization • Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%)