• 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

• Operating as a predominantly desk‑based technician, you will provide world‑class service and support to clients and colleagues. • Troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks. • Ensure customer calls are promptly attended to, providing efficient and effective support. • Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented. • Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. • Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. • Complete and update technical documentation. • Mentor and train colleagues.