• Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management Systems • Lead the technical setup and configuration of integrations for school partners, ensuring successful implementation • Troubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches) • Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administrators • Monitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our users • Own the refinement of documentation and best practices for integrations • Analyze technical trends and customer feedback to provide insights and recommendations to Product Development, contributing to informed decision-making at both tactical and strategic levels • Support Sales Reps with active deals by joining customer calls as the SME and answering technical support-related questions • Provide technical support during peak periods by directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards

• Providing technical support, configuration, and troubleshooting for issues with the Sumsub platform for B2B clients. • Performing a technical analysis of reported problems and define plans for resolving them. • Interacting daily with other engineers to provide technical action plans or take ownership of cases that require escalation. • Collaborating closely with other teams to answer clients’ technical questions. • Communicating with clients using chat, email, and outbound calls.

• Contribute to and lead engineering delivery on programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities. • Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions. • Help drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system. • Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience. • Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making. • Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence.

• Provide fast, effective customer support across chat, email, Slack, and video (24x7). • Deliver clear, helpful solutions-troubleshooting integrations, APIs, and cloud infrastructure issues. • Proactively identify emerging trends, escalate crucial feedback, and improve documentation. • Stay on the cutting-edge of product developments and security compliance. • Swiftly recognise and manage critical outages, collaborating closely with engineering and leadership teams.