• 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%)

• 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.