• Serve as the primary technical point of contact for trialing, new, and existing customers—offering guidance as they adopt and scale our platform. • Troubleshoot, investigate, and resolve complex issues with build systems, integrations, and environments. • Help customers optimize their use of EngFlow’s products and ensure smooth adoption within their developer workflows. • Partner with Engineering to surface and track product bugs, performance regressions, and feature feedback from the field. • Create and maintain internal and external documentation to improve future support and empower developers. • Engage with the broader community via forums, Slack, GitHub, and conferences—representing EngFlow’s voice with empathy and technical clarity. • Contribute to a culture of operational excellence through metrics, tooling improvements, and automation.

• Serve as the primary technical point of contact for trialing, new, and existing customers—offering guidance as they adopt and scale our platform. • Troubleshoot, investigate, and resolve complex issues with build systems, integrations, and environments. • Help customers optimize their use of EngFlow’s products and ensure smooth adoption within their developer workflows. • Partner with Engineering to surface and track product bugs, performance regressions, and feature feedback from the field. • Create and maintain internal and external documentation to improve future support and empower developers. • Engage with the broader community via forums, Slack, GitHub, and conferences—representing EngFlow’s voice with empathy and technical clarity. • Contribute to a culture of operational excellence through metrics, tooling improvements, and automation.

• Manage initial rollouts for new Benchling customers as well as expansion projects with new teams or for new processes at existing customers, with particular focus on GxP and regulated environments. • Own implementation success from project kickoff to go-live, leveraging strong project management skills, validation expertise, and deep product knowledge. • Build and execute detailed project plans, own project activities, and work with other team members to execute on project deliverables to ensure on-time, on-budget, high-quality deployments. • Serve as the GxP subject matter expert during GxP implementations, advising customers on validation strategy, risk-based approaches, and regulatory best practices for implementing Benchling within their quality systems. • Guide customers through their computer systems validation (CSV) activities, helping them understand how to create validation deliverables (Validation Plans, IQ/OQ/PQ protocols, Traceability Matrices, Validation Summary Reports) aligned with their internal procedures and regulatory requirements. • Understand customers' scientific workflows and determine how Benchling can best be leveraged to meet their key business needs while maintaining compliance with relevant regulations (21 CFR Part 11, Annex 11, GxP). • Lead requirements and design workshops, perform data modeling and application configuration, develop test plans and guide UAT execution, train and onboard users. • Act as a trusted advisor for customers, guiding them through the implementation ensuring they leverage and apply Benchling best practices for both scientific workflows and regulatory compliance. • Collaborate with internal teams to ensure customer feedback on validation processes and GxP requirements influences product development and validation package improvements. • Identify and work with sales on opportunities for account expansion post go-live.

• Own end-to-end resolution of complex customer issues across the CI/CD stack — pipelines, deployments, runners, artifacts, integrations, and more. • Troubleshoot and debug infrastructure automation (Auto-stopping, Recommendations, and execution and metrics data) from sources such as Cloudwatch, Google Cloud Operations/Stackdriver, and Azure Monitor • Experience with cloud platforms (AWS, GCP, Azure), especially in automation and cloud cost administration, and a deep understanding of FinOps methodologies. • Serve as a CI/CD subject matter expert to enterprise customers during onboarding, implementation, and expansion across Harness modules. • Lead incident triage and root cause analysis during escalations, coordinating cross-functionally and providing detailed feedback to engineering. • Provide advanced technical guidance on database integrations (PostgreSQL, MongoDB, MySQL, etc.), secrets management, and service-to-service communication. • Work with BI and Looker-related data modules within Harness (SEI, CCM, Dashboards, and Metrics) and provide scaling, performance, and best practices for embedded analytics • Troubleshoot and debug SQL transformations and Looker/Big Query data streams • Develop and share reusable best-practice templates, “blueprints,” and playbooks for in-product dashboards and KPIs. • Act as a senior escalation point for the Customer Engineering team and mentor junior engineers in best practices and tooling. • Maintain detailed internal and external documentation, including implementation runbooks, troubleshooting guides, and customer playbooks