• Provide L3 code-level support for MES application(s) and some other critical regional applications. • Troubleshoot and resolve complex application issues, including code, database, interface, and integration-related problems. • Participate in a regional support rotation with other colleagues to provide 7x24 hour coverage for critical MES application support. • Active participation in Major Incident calls for troubleshooting and fixing the issues. • Participate in the follow-up Problem Management calls and provide feedback for efficient preventive actions identification. • Build local environment for bug fixing and testing the corrections. • Analyze incidents, identify root causes, and implement sustainable technical solutions. • Develop, enhance, and maintain application components using technologies such as Angular, .NET, .NET Core, C#, SQL, and RabbitMQ. • Support MES ecosystem integrations with other business and manufacturing systems. • Work closely with Site SMEs, Digital Factory teams, IT Support teams, infrastructure teams, DevOps, and DBA colleagues and other regional/global counterparts. • Participate in regional and cross-functional IT projects, providing technical expertise and development support. • Create and maintain technical documentation, troubleshooting guides, and knowledgebase articles. • Propose and implement continuous improvements to increase application reliability, performance, supportability, and user experience. • Support application testing, deployment validation, and post-release stabilization activities.

• Resolve technical issues via incoming phone calls from (mostly) non-technical end users. • Respond to incoming web-based support requests. • Utilize Live Chat with powerful desktop sharing tools. • Recognize trends and report them to senior level engineers. • Find and document any new support issues or product bugs. • Work with other team members to resolve active issues. • Upselling - identify product improvements by additional services offered by Intermedia. • The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers. • Self-awareness and common-sense approach to identifying issues to escalate appropriately. • Self-starter with the maturity to ask for assistance when needed.

• The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users • Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools • Ensures SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting • Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues • Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting • Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction

• Own complex escalations from Tier 1, resolving cases with precision, speed, and clear communication back to the customer. • Troubleshoot and resolve software issues across microservices, APIs, and system integrations. • Diagnose system anomalies, deployment failures, and configuration issues using deep product and infrastructure knowledge. • Partner with Engineering and Product to surface, document, and prioritize bugs and feature gaps discovered through support. • Design, implement, and continuously optimize automated workflows using tools such as Superblocks, n8n, Tines, and webhooks to reduce manual effort and ticket volume. • Leverage Zendesk automations, triggers, and macros to streamline ticket management and improve response times. • Analyze ticket trends and support data to identify systemic issues and implement proactive solutions. • Perform account management request analysis and automate routine, high-volume tasks. • Collaborate with the broader Support team to understand operational pain points and translate them into scalable automation strategies. • Build and maintain a high-quality knowledge base; including articles, runbooks, and internal guides — that empower both customers and teammates. • Document automation processes thoroughly and create training materials that enable the Support team to confidently adopt new tools and workflows.