• 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%)

• Provide 1st Level Support and monitoring to IT systems and integration solutions • Work in a team with other experienced Support Analysts • Provide client support and issue resolution via E-mail, telephone, and other electronic mediums • Create, manage, and resolve support tickets raised against technical issues • Monitor the Cirrus and ICE applications and services • Basic troubleshooting of problems with hosted applications/services • Support the roll-out of new applications/customers

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows. • Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users. • Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance. • Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA). • Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes. • Assist with user onboarding and offboarding tasks including device setup and access provisioning. • Contribute to the internal knowledge base by documenting common fixes and workarounds. • Maintain professionalism and clear communication throughout the support lifecycle.

• This is a remote position. • Engagement Type: Project-based Assignment; B2B Contract • Duration: 6 months with possible extension • Be part of our Global Engineering Network! • Keep our digital presence secure, up-to-date, and optimized for performance and SEO. • Manage website text, images, videos, and downloadable assets. • Install, configure, and manage new plugins, themes, or features as required. • Publish and optimize landing pages, blog posts, and product/service content. • Ensure all new content is mobile-responsive and follows brand guidelines. • Perform regular updates to the CMS (e.g., WordPress), plugins, themes, and PHP version. • Conduct minor code adjustments (HTML, CSS, JavaScript, PHP) to enhance functionality. • Maintain a staging environment for testing updates before pushing to production. • Set up and monitor automated backup systems. • Diagnose and resolve conflicts between plugins, themes, and core software. • Fix broken layouts, 404 errors, JavaScript issues, and database connection errors. • Restore the website from backups in case of critical failures. • Troubleshoot and maintain third-party integrations (e.g., CRM, email marketing, payment gateways, inventory feeds). • Monitor and debug API data feeds to ensure accurate, real-time data exchange. • Work with external vendors to resolve integration-related issues. • Implement security hardening measures (firewalls, file permissions, login protection). • Conduct regular malware scans and vulnerability assessments. • Respond to and remediate security breaches or suspicious activity. • Provide ongoing website project consulting (e.g., architecture improvements, user flow optimization). • Perform technical SEO audits and implement fixes (site speed, structured data, meta tags, indexing). • Recommend and execute growth-focused improvements to increase conversions and traffic.