• Provide phone support for the Tax/Accounting and Payroll modules of the Domínio system • Ensure clarity and accuracy in information provided to the client • Ensure efficient support delivery and effective problem resolution • Understand the customer journey and the appropriate procedures for each reported need • Act as an intermediary for product change and correction requests • Practice and promote the organization's values and expected behaviors • Continuously stay updated on the evolution of the solutions offered to customers and the applicable legislation in your area

• You are the first point of contact for our customers for complex technical inquiries about their hosting products via ticketing, LiveChat and telephone. • You assist customers with configuration and troubleshooting within Plesk and cPanel (e.g. email setup, SSL issues, PHP settings). • You are comfortable on the Linux console to analyze log files (Apache, Nginx, mail logs) and to identify root causes of incidents directly. • You explain complex issues in an understandable way and provide tips to optimize customers' websites. • You work closely with our system administration team on global optimizations that you derive from day-to-day support operations.

• Deliver on-site troubleshooting of the Quantum Systems products at customers’ site (Europe-wide) based on best practices, manuals and knowledge bases. • Provide on-site repair and rework tasks of the Quantum Systems products at customers’ site (Europe-wide) based on best practices and repair manuals. • Ensure compliance with safety standards and operational guidelines during all service activities. • Provide the Quantum Systems trainings- and demo team with technical on-site assistance prior and during their operations at the customers’ site (Europe-wide). • Independently plan and coordinate support and repair visits in alignment with internal departments and the customer. • Handle customer requests in Jira Service Management, provide structured documentation, and collaborate with the Tier 2 support team to sustainably solve the problems occurred on customer’s site. • Provide structured service reports after on-site visits to ensure transparency and internal follow-up. • Stay up to date on new features, components, and operational capabilities to continuously strengthen your technical expertise and support quality. • Contribute to internal knowledge bases, develop troubleshooting guides, and suggest process enhancements that increase efficiency and support quality. • Provide structured field feedback to Product and R&D to support reliability improvements and future design enhancements. • Take ownership of on-site customer complaints and escalations, drive resolution in coordination with internal teams, and provide structured guidance to enable customers in self-driven repair and maintenance activities.

• Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security – becoming an expert resource on best practices for running Factory’s platform. • Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product. • Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence. • Collaborate cross‑functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data‑informed decisions.