• 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.

• Take a comprehensive view of the ASIC development lifecycle, identifying cross-stage bottlenecks and opportunities where automation and AI can improve predictability, convergence, and turnaround time. • Identify, curate, and leverage real-time data to enable effective AI models and analytics, working with infrastructure teams to ensure scalable and secure data pipelines. • Establish quantitative metrics to measure efficiency, quality, and cycle-time improvements; use data-driven insights to guide methodology decisions and prioritize investments. • Serve as a technical catalyst within both the team and the wider company by sharing best practices, publishing internal guidelines, and mentoring engineers on emerging AI-enabled development techniques. • Track advances in AI, EDA, and hardware design research, evaluating their applicability and guiding strategic bets that align with long-term product and technology roadmaps.