• Own high-complexity escalations end-to-end — debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined. • Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering. • Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution. • Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team. • Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation. • Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early — using Cursor to accelerate the querying, scripting, and synthesis behind them. • Facilitate external documentation reviews; review and approve troubleshooting, runbook, and process documentation to keep customer-facing and internal content accurate, testable, and versioned. • Contribute to case handoff standards to Engineering including required logs, timelines, and impact assessments. • Act as a bridge between TSE, Engineering, and Product — translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and suggested acceptance criteria. • Facilitate technical discussions with internal teams on complex, multi-system issues.

• Assist customers in troubleshooting IDEX Fire and Safety products via phone, email, and in person • Able to speak or give presentations and/or training to both internal and external customers • Process RMA’s in a timely manner • Process warranty/non-warranty orders • Manage Tech Support cases in CRM and act as a backup for Customer Service cases when needed • Work closely with engineering and manufacturing teams to facilitate information with customers • Support the product management function and work closely with the Service and Quality Assurance departments • Provide technical support requests to Product Managers, Engineers, and others as needed to assist the customer • Provide customers with product advisories, announcements, or other technical data as needed to provide world class customer satisfaction

Role Description As a Technical Support Engineer for the Opplane VLMA, you will provide essential technical support to enterprise clients and telecom operators managing Mobile Private Networks (MPN). You will be responsible for: - Diagnosing network connectivity issues - Managing service tickets - Verifying that customer traffic flows smoothly through our virtual anchors This role is a great fit for a junior-to-mid-level networking professional with solid Linux fundamentals and hands-on experience configuring hardware via a Command Line Interface (CLI). Qualifications - 1–3 years of experience in a technical support, network operations center (NOC), or junior network administration role - Associate’s degree in Networking, Information Technology, or equivalent hands-on experience/certifications (e.g., Cisco CCNA, Juniper JNCIA, or CompTIA Linux+/Network+) Requirements - Networking Fundamentals & CLI Experience - CLI Proficiency - Proven hands-on experience using the Cisco IOS or Juniper Junos Command Line Interface to configure interfaces, check routing tables, and verify network status - Routing & Switching - Solid understanding of core networking concepts including: - IPv4/IPv6 addressing - Subnets - VLANs - Static routing - Basic dynamic routing protocols - Tunneling Concepts - Familiarity with how data tunneling works (such as GRE or basic VPNs) to safely carry traffic across networks - Linux System Administration - OS Navigation - Comfort working inside a Linux/Unix environment using standard terminal commands to: - Navigate directories - View system logs - Manage files - Network Diagnostics - Ability to use native Linux tools (e.g., ping, traceroute, ifconfig/ip, netstat) to troubleshoot server-side network connectivity - Service Management - Basic understanding of checking system services and verifying application status via the command line - Troubleshooting & Infrastructure Support - Packet Analysis - Basic familiarity with packet capturing tools like Wireshark or tcpdump to verify if traffic is successfully reaching its destination - Infrastructure Awareness - General understanding of virtualized network environments (VMs) and how remote edge devices (such as routers or gateways) connect back to a central core network Core Responsibilities - Incident Management: Act as the primary point of contact for technical issues, performing initial triaging, data collection, and basic troubleshooting for the Opplane VLMA platform - Log Analysis: Log into Linux-based systems to review system messages and application logs to pinpoint where a connection or session is failing - Escalation Collaboration: Effectively document technical findings and escalate highly complex routing or product bugs to Tier 3 senior engineers - Customer Support: Communicate technical steps and solutions clearly to customer network administrators via ticketing systems, email, or live support calls Benefits - Global & Multicultural - Diverse perspectives, global collaboration (US, Portugal, India and Singapore offices) - Startup Energy - Fast-moving, impact-driven environment - Ownership Mindset - Engineers own what they build - Collaborative & Friendly - Open, curious, and supportive culture

Role Description The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology. If you're enthusiastic about startups and tech, this position allows you to support customers while playing a key role in shaping their business use cases using the Iterable platform. Reporting to the Manager of Premier Support on the East Coast, you'll collaborate with cross-functional teams to grow both your technical and digital marketing skills in the SaaS space. You’ll join a leading support team, working closely with your manager to develop your career and goals while delivering exceptional service to customers. In this role, you will: - Become an Iterable product expert for our Premier customers. - Provide top-tier customer service to delight them. - Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture. - Answer customer inquiries through email, live chat, Zendesk, and phone. - Categorize and prioritize customer inquiries. - Write and update support documentation. - Escalate complex issues to Customer Success Managers and the Engineering team. - Present support topics in customer meetings, such as Quarterly Business Reviews. - Share your expertise across the Support team and other departments at Iterable. - Lead projects to address technical or process gaps for yourself or the team. Qualifications - Strong ability to build and nurture customer relationships. - Experience with High-Priority Accounts and a strong track record of managing multiple complex customer issues while maintaining quality and timeliness in responses. - Skilled at working closely with teams like Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues within customer organizations. - Can actively participate in recurring customer meetings, workshops, and occasional onsite visits, providing valuable insights and building stronger relationships with key accounts. - Effectively use internal tools like Datadog Dashboards to analyze, monitor, and identify issues in real-time, contributing to faster problem-solving. - Can solve highly technical problems and answer both product and technical questions related to Iterable and its integration ecosystem. - Are eager to teach new and existing customers about the platform. - Are passionate about startups, software, and SaaS products. Requirements - Previous experience in a B2B technical support role at a SaaS company (Bonus Points). - Experience with email, push or SMS platforms (Bonus Points). - Experience with JIRA or Zendesk or similar tools (Bonus Points). - Experience with Datadog or similar tools (Bonus Points). - Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks (Bonus Points). Benefits - Paid parental leave - Competitive salaries, meaningful equity, & 401(k) plan - Medical, dental, vision, & life insurance - Community Impact Days - Fertility & Adoption Assistance - Paid Sabbatical - Flexible PTO - Monthly Employee Wellness allowance - Monthly Professional Development allowance - Pre-tax commuter benefits - Complete laptop workstation