• Evaluate and troubleshoot client issues • Set clear expectations and provide timely, meaningful updates on active issues • Demonstrate strong case ownership from intake through resolution • Coordinate phone calls, emails, and meetings to support our customers • Participate in release-verification tasks • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution • Troubleshoot both web and mobile application issues that may arise • Identify ticket trends, and proactively address potential issues • Act as the voice of the customer by capturing business impact

• Integrate, use, communicate with available company resources and organizations to develop & manage projects related to HFS products that will offer value to customers and will make HFS the supplier of choice. • Provide field support to facilitate the HFS products utilization, obtain full customer satisfaction and in the process understand customer needs. • Organize product demonstrations at the different levels of customers’ organizations (from shop floor to engineering management). • Manage with different plants the development projects to achieve the “going to market” phase in the planned time. • Bring to customers company resources (from Tech Center capabilities to plant expertise) to solve complex issues and to differentiate HFS from competitors. • Coordinate with account managers product presentations at customer organizations to highlight product characteristics and plants capabilities. • Understand systems (fasteners with dedicated installation tools) functionality to offer to customers the full system and to always consider new products from the system perspective. • Integrate different capabilities of the HFS plants and of the wide company product range to develop projects offering the whole spectrum of company competencies. • Understand competition products and systems to compare, evaluate and determine actions and improvements of our product range if needed. • Keep a constant watch on technological developments outside of the group which could bring innovation or collaboration opportunities.

• 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.