• 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.

• Provide day-to-day Salesforce support and handle user queries/issues • Perform data upload, update, and extraction using Salesforce Data Loader • Utilize Salesforce Inspector for data analysis, troubleshooting, and quick fixes • Create data load input sheets by consolidating and transforming data from multiple sources • Manage and analyze data using Excel (advanced functions, data validation, reporting) • Ensure data accuracy and readiness before bulk uploads into Salesforce • Support incident, problem, and change management processes following ITIL framework • Collaborate with cross-functional teams to resolve system and data-related issues

• Provide first-line technical support to customers via email, phone, and online platforms • Deliver software training sessions both remotely and onsite at client locations worldwide • Build and maintain strong working relationships with existing and prospective clients • Analyze customer environments and challenges to identify technical issues and design integrated solutions • Document workflows, standard operating procedures, and technical knowledge for internal and client use • Support marketing and sales initiatives, including participation in international conferences and exhibitions • Provide expert consultancy services as experience and expertise deepen in the role