• Supporting end-to-end card payment operations across acquiring and issuing • Ensuring smooth delivery of client initiatives and incident resolution • Acting as a key point of contact for assigned clients • Managing client relationships and expectations • Overseeing raised requests and facilitating technical discussions • Providing ongoing production support to clients

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform. • Proactively identify accounts experiencing issues that could impact customer success or platform performance. • Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions. • Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required. • Help maintain platform reliability and operational excellence as ShipScience scales. • Serve as the primary escalation point for complex technical support issues. • Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes. • Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software. • Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting. • Document findings and recommended resolutions for recurring issues. • Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects. • Create clear bug reports, technical documentation, and escalation summaries that accelerate resolution. • Validate fixes and monitor production performance following deployments. • Assist with incident response and operational troubleshooting when production issues arise. • Act as a bridge between customer-facing teams and Engineering during issue investigation and resolution. • Partner with the Level 1 Support team to investigate and resolve escalated customer issues. • Coordinate directly with carriers and third-party partners when platform or account issues require external support. • Help establish escalation procedures and support playbooks for recurring issue types. • Improve internal knowledge sharing and operational readiness across Support and Customer Success teams. • Serve as a technical resource for complex customer and carrier-related investigations. • Leverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and identify operational trends. • Analyze production data to uncover patterns, detect anomalies, and proactively identify potential customer-impacting issues. • Build reporting, dashboards, and monitoring systems that improve operational visibility. • Develop metrics and alerting systems that help prevent issues before they affect customers. • Design and implement scalable processes for monitoring, escalation, and issue management. • Build operational tooling, workflows, and documentation that improve support efficiency. • Create and maintain internal runbooks, troubleshooting guides, and escalation procedures. • Identify opportunities to automate repetitive support and monitoring tasks. • Help define the future structure and best practices of the Support Engineering function at ShipScience.

• Lead group and 1-on-1 onboarding sessions, guiding customers through deployment and configuration of PreVeil's full product suite across a wide range of IT environments • Deliver follow-on training sessions to ensure customers are confident and capable on the platform • Manage technical implementation projects including file migration, email services, SIEM services, and software deployment from kickoff through completion • Own resolution of customer technical questions and issues via service ticket and email, providing timely and thorough responses • Take full ownership of complex technical issues, collaborating with the development team when deeper investigation is required • Create and maintain troubleshooting and problem resolution documentation for internal and customer-facing use • Coach and mentor less senior Technical Support team members, sharing expertise and helping elevate the overall capability of the team.

• Develop full-stack business applications using Python and the Anvil framework • Design and implement innovative solutions, particularly within the AWS ecosystem • Collaborate with consultants and industry specialists to solve client challenges • Identify opportunities to create new service offerings and technology solutions for Baker Tilly clients • Contribute reusable components and best practices that accelerate future development efforts