• Provide second-line technical support for Crew (Compas) products, ensuring timely resolution of incidents and service requests • Investigate, troubleshoot, and resolve complex technical issues, escalating where required • Deliver customer training and guidance to support system adoption and effective use • Monitor system performance and proactively identify risks or service disruptions • Ensure all customer interactions and issues are accurately recorded in helpdesk systems • Collaborate with Product, Engineering, and DevOps teams to resolve defects and improve functionality • Support release activities, including validation and customer readiness • Contribute to knowledge base content, documentation, and process improvements

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2 • Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base • Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers • Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2 • Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base • Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers • Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved

• Serve as the primary contact for technical support requests from enterprise customers. • Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems. • Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context. • Respond to customer questions about platform functionality, integrations, and configuration. • Maintain detailed records of all customer interactions and resolutions in the support system. • Collaborate with internal teams to ensure customer feedback informs product enhancements. • Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources. • Conduct post-mortems to identify root causes and recommend preventive measures. • Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively. • Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.