• Provide support to Omie customers via chat and phone with the objective of resolving customer inquiries; • Perform remote access to customers' machines to diagnose and resolve issues; • Create step-by-step guides for procedures performed in the system in image/text or video format to address customer questions; • Escalate systemic issues and problems that cannot be resolved to the Product Specialists team for validation and resolution; • Redirect any chat or phone requests outside your area of expertise to the appropriate department to ensure the customer’s issue is handled by the right team; • Handle chats and phone calls related to invoice rejection, providing more specialized support when required.

• Prestar atendimento via chat e telefone ao cliente Omie com o objetivo de sanar as dúvidas do cliente; • Realizar acesso remoto à máquina de clientes com o objetivo de sanar as dúvidas do cliente; • Criar passo a passos de procedimentos feitos no sistema em formato de imagens e textos ou vídeos com o objetivo de sanar as dúvidas do cliente • Encaminhar problemas sistêmicos e problemas aparentemente sem solução ao time de Especialistas de produtos para validação e resolução de problemas; • Redirecionar a outros setores qualquer chat ou telefone que não seja de sua área de atuação, para ajudar o cliente a resolver seu problema no lugar correto; • Realizar o atendimento de chats com teor de Rejeição de notas fiscais, via chat e telefone visando um atendimento mais especializado.

• Debug complex device issues end-to-end: Investigate and resolve the toughest issues impacting our devices in the field, combining evidence from hardware behavior, firmware logs, and service-side signals to identify true root cause. • Perform deep hardware and firmware diagnostics: Use device logs, serial/console output, configuration snapshots, telemetry, and on-vehicle data (e.g., CAN/J1939, OBD-II) to understand how devices are behaving under real-world conditions. • Triage hardware vs. firmware vs. software causes: Systematically narrow down whether a symptom is driven by physical installation, harness/vehicle interface, firmware logic, or the services that manage devices, and drive the right fix with the right team. • Reproduce and validate issues in lab and field-like setups: Work with simulators, harnesses, bench setups, and controlled test fleets to reproduce customer issues, validate hypotheses, and confirm fixes before broad rollout. • Support and validate firmware releases: Participate in pre- and post-release validation for firmware drops, watching for regressions, rollout/rollback issues, and edge cases that only appear in specific vehicles, environments, or customer workflows. • Perform software-level debugging for device-facing services: Read and interpret application/service logs, error messages, and state transitions in the server-side components that configure devices, manage telemetry, or orchestrate firmware updates; partner with Software/Backend Engineering to resolve defects. • Lead clear, actionable RCAs: Own and deliver root cause analyses that explain what failed across hardware, firmware, and software boundaries, why it failed, impact to customers, and concrete long-term remediation and prevention steps. • Shape observability and diagnostics: Provide requirements and feedback to Engineering on device and service logging, telemetry, and health signals so that future issues can be detected and diagnosed faster and more reliably. • Mentor and upskill the wider support organization: Document repeatable troubleshooting flows, decision trees, and best practices; coach other Support and Field teams on how to recognize and handle hardware/firmware/software issues before they need escalation. • Drive cross-functional incident response: Act as a technical lead during high-severity incidents, coordinating with Hardware, Firmware, Software/Backend Engineering, Product, and Field/Professional Services to stabilize fleets and communicate status and next steps.

• Participate in a Rota to monitor the ServiceNow (SNOW) system for new calls (Monday – Friday, 08:00 - 18:00). • Provide 2nd and 3rd line support for applications, addressing incidents assigned via the Service Desk and resolving issues raised by application users in accordance with SLA targets. • Typical incidents include: functionality is not working as expected; missing or incorrect data within the application; data not being correctly passed to third parties via integration components; performance issues affecting user experience. • Respond to information requests, guiding users on how to perform specific activities within the application. • Develop and implement fixes for identified faults within the application. • Conduct operational maintenance to ensure system performance and reliability. • Support disaster recovery testing to ensure operational continuity. • Serve as a Subject Matter Expert (SME) on the application, supporting new initiatives and enhancements. • Facilitate the handover of all new or changed functionality from Development, ensuring a comprehensive understanding to effectively explain features to clients in their specific environments.