• Provide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Teams. • Utilize support software for call logging and tracking. • Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations. • Manage escalations, complaints to Level 2 and Development, and follow through as point of contact to higher level support teams. • Attend Agfa product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions. • Participate in visits to customer sites. Ensuring a high customer satisfaction rate. • Timely handling of incidents according to Agfa’s policies and processes. • Being knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products. • Meeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

• Collaborate with teams to design, build, deploy and monitor new and existing services; • Build and evolve our change management and release processes; • Identify and improve processes by automation; • Focus on observability and logging with our services by proactive monitoring, alerting, and detecting anomaly in our systems; • Take part in monitoring activities, being able to quickly mitigate issues in production while project teams are engaged; • Mitigate issues in production by using a variety of methods like scripts, automations, infrastructure scaling; • Raise 3rd party tickets when needed (Microsoft, CloudAMQP, NewRelic, etc); • Update and improve runbooks; • Deep-dive into root cause analysis with teams to prevent incidents; • Collaborate with infrastructure and security teams to build scalable, secured and resilience systems; • Practice Support Engineering methodologies such as defining SLO and error budget; • Work closely with Operations team to ensure all processes are aligned with teams; • Contribute to capacity planning and access management process; • Be constantly challenged to create world-class solutions.

• Ensure the stable operation of the Citrix farm (on-premises) • 2nd level support for the Citrix infrastructure • Analyze and resolve incidents related to user profiles, sessions and Citrix applications • Troubleshoot connection drops, performance issues and application errors • Daily monitoring and oversight of the Citrix environment • Review system resources such as CPU, RAM and storage • Analyze event logs and handle alerts and alarms • Collaborate with internal support and infrastructure teams • Document incidents, solutions and operational procedures