• Provide technical assistance to Rocket customers with problems regarding installation, setup, configuration, and functionality of various Db2 Tools and OpenSource products. • Troubleshoot reported symptoms to aid in the resolution process directly for the customer or to help guide the development team in providing permanent solutions. • Work as part of a Support team with frequent collaboration with our software development team. • Assess customer needs and set expectations. • Handle moderate to complex application guidance and level II customer support and resolution for assigned product list. • Responsible for handling a high volume of administrative cases. • Verify accuracy of business impact statement as provided by the customer. • Perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem.

• Soporte de Aplicaciones (MES) a nivel L2-L3 • Resolución de problemas y administración en entornos de producción • Colaborar con los equipos de trabajo de las empresas clientes • Participar en la evolución y transformación tecnológica de las empresas clientes

• Provide support to Navanta customers for questions, issues, incidents, problems related to digital banking products and services • Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to digital banking products and services • Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution • Log and track all requests using the Navanta customer management tracking system, including documenting all actions taken to resolve requests • Document resolutions in a central location for knowledge sharing internally and with customers • Manage service request queue to ensure that customer communication is timely and meets established SLA’s • Analyze and evaluate service requests to identify trends and make recommendations • Work with third party vendors on behalf of Navanta and our customers • Assist in implementation of new software releases for digital banking products and services • Participate on bank conversion/merger/acquisition teams as needed • Assist with projects and strategic initiatives as assigned • Participate in training programs to continuously improve product knowledge and service skills • Other duties as assigned

• Receive, handle/analyze and resolve incoming technical customer inquiries as well as technical requests from other processes regarding our product portfolio • Maintain bug/CR tracking systems and the support database • Assist customers with necessary configurations (e.g., logfile analysis, technical configurations, permissions and user management, etc.), possibly as part of contracted services • Act as the point of contact for colleagues from User Support (1st level) for technical questions/problems of our customers