• Lead and manage complex customer engagements, leveraging simulations, analytical prowess, and industry expertise to guide shippers through critical optimization projects across the full suite of services in Shipium’s portfolio. • Directly lead and execute key project types, including: Carrier Portfolio Management and Strategic Planning Workshops; RFP and Negotiation Support; Fulfillment Optimization projects; Controllership functions. • Serve as the continuous feedback loop between customer engagements and the Product Development team, clearly conveying project outcomes, recurring pain points, and new opportunities to directly inform and influence the Shipium product roadmap with the voice-of-the-customer amplified. • Utilize and interpret the Network Performance Dashboard and simulations to track the value realized from implemented changes and recommendations.

• Own customer outcomes end to end: Run discovery, define success criteria, design the solution, build proofs of value, and ship production deployments. We’re building playbooks and best practices in a world where playbooks and best practices don’t exist.. yet. • Help customers become agent-native: Work with customers to build and adopt agents to transform the way they work to be agent-first. Design and implement production-ready solutions that showcase how dynamic, ephemeral access controls enable safe agent-to-production workflows and unlock new possibilities for autonomous workflows. • Build repeatable processes that scale: Develop sales artifacts, agent integration templates, implementation guides, and processes to scale our customer success organization. Create the foundation that enables future teams to help customers become agent-native at scale. • Contribute to the learning machine: Shape the direction of our product and company by identifying and prioritizing customer insights, implementation challenges, and scaling needs that directly influence the roadmap. • Build the ecosystem: Work with Product to build relationships and integrations with technical partners. Ship reference implementations and develop joint demos that make Keycard easy to adopt through partners.

• Provide advanced technical support to customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. • Respond to escalations where firstline product support has been unable to isolate or resolve issues in malfunctioning equipment or software. • Identify, document, and report design, reliability, maintenance issues, and product anomalies to Development and Software Engineering teams. • Participate in customer training activities, including installation, startup, and commissioning support. • Provide technical support to Distributors, OEMs, and end users where VFD and motion control systems are highly technical in nature. • Report to the Low Voltage Drives and Motion Remote Support Supervisor and will be fully remote, working anywhere in the United States. • Resolve customer issues through phone and web-based interactions, including email, chat, and web portals. • Be an escalation point when firstline product support is unable to isolate or correct issues in malfunctioning equipment, products, or software. • Represent Remote Support Services (RSS) during commercial sensitive Issue to Resolution (I2R) cases and quality related product concerns. • Collaborate and engage appropriate teams to guide high profile technical issues to resolution. • Contribute in our KCS methodology, genrating technical notes and other knowledge assets, including solutions, workarounds, how-to guides, and training videos, to improve customer satisfaction and self-service adoption. • Participate in on-the-job training activities and other field related opportunities to increase knowledge of new products, technologies, and offerings. • Proactive leadership engagement with team members i.e., knowledge sharing, mentorship, training. • Support customer installation, startup, and commissioning activities. • Ensure accurate documentation of customer issues, troubleshooting steps, and resolutions.

• Collaborate with domain leads to develop and deploy novel teaming capabilities that measurably enhance the performance, safety, and resilience of human-machine teams. • Support applied research and human subject experiments to evaluate human-machine teaming capabilities in realistic operations. • Contribute to simulation, integration, and flight test activities to validate autonomy software in relevant environments. • Write, test, document and review code according to Merlin’s development standards. • Collaborate across Merlin to develop novel systems to solve the toughest problems in aviation and autonomy.