• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle • Assist customers in the installation and deployment of Keeper’s software products • Track and monitor all support cases to ensure timely resolution and follow-up • Clearly identify, document, and find solutions for customer issues and product problems • Escalate critical customer situations to the appropriate level of management and engineering expertise • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

• Manage incoming technical support tickets by scoping out potential bugs, and escalating them to internal stakeholders appropriately • Translate technical concepts to user audiences of varying technical knowledge • Troubleshoot user issues that arise and provide technical support • Craft accurate and succinct updates with internal teams and external partners. • QA new features and improvements, and confirm updates for bug fixes • Fulfill custom data requests for customers • Provision campaign and call numbers for new users with the long-term objective of automating request fulfillment • Be on our two week on-call rotation each month

• Provide a world class product and service experience for Marchex internal stakeholders using excellent interpersonal, communication, and problem-solving skills. • The Product Support Engineer must bring a strong sense of urgency to managing requests from our internal customers. • They are comfortable making independent decisions to provide customer solutions and exercise sound judgment to resolve issues. • Marchex Product Support Engineers strive for excellence in their work product and maintain a high willingness to learn. • The Product Support Engineer provides support to the business owners of our most strategic clients and prospects. • This position has a unique role in ensuring our Engineering resources are only engaged in support activities when their specific skill set is required. • They are the connection point between customer-facing (Tier 1) and product/engineering teams (Tier 3).

• Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D • Own support cases from initial investigation through resolution, ensuring high customer satisfaction • Support deployment, configuration, and optimization of Oligo’s platform in complex, cloud-native and hybrid environments • Troubleshoot issues using logs, SQL queries, APIs, and system-level tools • Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities • Lead or contribute to root cause analysis and proactive problem prevention • Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles • Participate in on-call rotation for after-hours, weekend, and holiday coverage as required • Help improve operational tooling, playbooks, and support workflows as the team scales