• Assist customers with initial account setup via phone and screen share • Guide customers through login, configuration, and product functionality • Configure accounts, call flows, and devices with accuracy and attention to detail • Perform network checks and basic troubleshooting • Test configurations to ensure successful implementation • Deliver customer training on features and product usage • Meet daily productivity and performance metrics (appointments, call handling, completion rates) • Handle both inbound onboarding calls and scheduled appointments • Cross-functional collaboration: Partner with teams such as Sales, Product Support, CRM, and other internal groups to improve the overall customer experience • Demonstrate interest in AI tools and automation in customer support/onboarding workflows • Collaborate with AI-driven onboarding systems by handling escalations or edge cases AI cannot resolve • Contribute insights to improve AI onboarding agents based on real customer scenarios • Adapt to a future-state environment where onboarding is increasingly AI-assisted and backend-focused

• Solution Analysis and Design • Conduct detailed functional analysis with clients and technical stakeholders. • Identify requirements, dependencies, risks, and technical constraints. • Design scalable and resilient solutions based on modern system-integration patterns. • Produce diagrams and technical documentation to clearly present solutions to clients. • Use Digibee’s AI resources to map flows, detect patterns, and accelerate technical understanding. • Build end-to-end integration pipelines using Digibee platform components. • Configure authentication, messaging patterns, data manipulation, mappings, and synchronous/asynchronous integrations. • Implement observability mechanisms (logs, metrics, tracing) to support operations and troubleshooting. • Ensure the technical quality, performance, and security of integrations. • Leverage Digibee’s AI to accelerate development, automation, and validations. • Accurately estimate development effort and pipeline complexity. • Communicate deadlines clearly and transparently. • Take responsibility for meeting deadlines, ensuring delivery quality, and mitigating risks. • Propose alternatives when replanning is required. • Facilitate technical meetings with internal teams and clients. • Maintain clear, objective, and frequent communication on delivery status. • Coordinate alignment across teams (CSM, Product, Engineering, Support). • Document decisions and ensure all stakeholders remain aligned and informed. • Guide clients in adopting the Digibee platform and applying AI to their integrations. • Create and execute functional and integrated test scenarios. • Validate end-to-end behavior across all participating systems. • Support UAT/validation activities with clients. • Ensure quality and reduce rework throughout the project. • Use AI to generate test cases, validate contracts, and detect inconsistencies. • Diagnose and resolve incidents in integration pipelines. • Use platform logs, metrics, and tracing to identify root causes. • Propose preventive improvements and structural fixes. • Promote integration, governance, and architectural standards within the team. • Contribute to internal frameworks, reusable components, and best practices. • Support platform evolution and internal process improvements. • Act as an ambassador for innovation and AI adoption within projects.

• Serve as the primary escalation point for all integration-related customer issues, including dropship vendors, fax services, ordering platforms, credit card processing, and other native integrations. • Own the end-to-end customer experience for integrations post-implementation—from troubleshooting to resolution to proactive communication. • Build and maintain a comprehensive ecosystem map of all third-party integrations, tracking vendor contacts, licensing requirements, sandbox availability, and costs. • Develop and manage vendor relationships, acting as NikoHealth’s primary point of contact for integration partners. • Support API-related customer issues post-implementation, triaging errors and coordinating with Engineering when developer intervention is required. • Train customers on integration touchpoints within the NikoHealth UI—helping them understand how third-party tools interact with our platform. • Attend product meetings to surface integration needs, bugs, and enhancement requests on behalf of customers. • Collaborate closely with the Engineering and Release Engineering teams to resolve complex integration issues. • Create and maintain integration documentation, runbooks, and support processes to enable the broader support team. • Identify workflow solutions by leveraging knowledge of how other customers use similar integrations—proactively recommending best practices to CSMs and customers.

• Act as the primary liaison between R&D and go-to-market teams, translating technical requirements, product feedback, and deployment needs in both directions • Support product feature rollouts by ensuring internal readiness across Sales Engineering, Customer Success, and other stakeholders • Create documentation, frameworks, and internal tooling that standardize and streamline deployments and support • Partner with field teams to design, guide, and troubleshoot complex customer deployments of Cyera’s platform • Lead the operationalization of Cyera’s data scanning and protection capabilities across cloud-native and hybrid environments • Build scalable deployment strategies that drive faster time-to-value and consistent outcomes for enterprise customers • Diagnose and triage complex customer issues involving cloud platforms, network configurations, and data pipelines • Work hands-on with engineering teams to address high-priority bugs and implementation blockers • Maintain a deep technical understanding of Cyera’s architecture and evolving security technologies • Stay current on industry trends in data security, cloud technologies, and enterprise architecture • Act as a mentor to field-facing technical teams, providing guidance on best practices, architecture, and use case alignment • Influence the product roadmap by identifying opportunities for improvement based on customer feedback and field experience