• Be the frontline agent: Triage, investigate, reproduce, manage, and annihilate complex customer issues involving Chainguard Images. • Escalate wisely: Engage the Engineering team when things get spicy. • Communicate like a pro: Keep customers (and your SLAs) happy, informed, and impressed. • Bridge the tech lingo divide: Explain things clearly to both code whisperers and non-tech humans. • Document like a librarian: Create detailed write-ups of new issues and throw helpful Knowledge Base nuggets into the mix. • Channel your inner detective: Prioritize your own queue, drive clarity in communication, and proactively guide issues to resolution. • Speak up smartly: Push bugs, feature requests, and hidden gremlins up to Engineering and GTM teams. • Learn, teach, repeat: Seek new challenges, share wisdom, and maybe teach someone your favorite GitHub ninja trick. • Be there when it counts: Participate in an on-call rotation for after-hours, weekend, and holiday support.

• Independently resolves critical, complex, and high-severity customer issues, including those with broad operational or customer impact. • Serves as an escalation point for advanced technical issues, applying deep diagnostic expertise across multiple technical domains. • Proactively identifies and addresses issues prior to customer or executive escalation. • Reproduces customer issues in lab or test environments to validate root cause and confirm resolution. • Builds and maintains lab environments used for advanced troubleshooting, validation, and technical enablement. • Acts as a senior subject matter expert for assigned Keyfactor products, including Command and/or EJBCA. • Provides expert-level guidance on PKI, cryptographic concepts, compliance considerations, and secure deployment practices. • Applies broad domain knowledge to diagnose complex, non-routine issues across infrastructure, application, and security layers. • Contributes technical insight related to emerging risks, architectural considerations, and support readiness. • Mentors and provides technical guidance to support engineers across all tiers. • Identifies knowledge gaps through case analysis and operational data and contributes to targeted training and documentation. • Develops and maintains technical documentation, ensuring accuracy, clarity, and alignment with internal standards and industry best practices. • Promotes consistent knowledge sharing to improve overall team capability and reduce recurring issues. • Identifies recurring issues and systemic deficiencies and leads efforts to implement long-term corrective actions. • Partners with Product, Engineering, and Support leadership to address root causes and improve product and support processes. • Provides technical input that informs product quality, platform stability, and support scalability. • Represents customer impact and operational risk during cross-functional discussions and incident reviews. • Manages high-profile customer escalations and outages with professionalism, technical rigor, and clear communication. • Communicates complex technical findings and recommendations to both technical and non-technical stakeholders. • Maintains accountability for case progression, resolution quality, and documentation accuracy.

• Provide technical support to customers through telephone and other forms of communication • Provide resolutions to Hardware, Software, Assay and Training related calls • Distinguish between hardware, reagent, and software issues • Mentor and provide peer assistance for routine troubleshooting

• Serve as the first point of contact for client IT support requests. • Monitor, triage, and respond to incoming service desk tickets in accordance with defined SLAs. • Resolve common Tier 1 technical issues including account access, Microsoft 365, email, endpoint, VPN, and connectivity concerns. • Escalate complex or unresolved issues to Tier 2 with clear, accurate, and well-documented ticket notes. • Communicate clearly and professionally with clients, providing timely updates and managing expectations. • Adhere to documented SOPs, security standards, and troubleshooting playbooks. • Maintain accurate ticket documentation and identify recurring issues for process improvement. • Support the delivery of high client satisfaction and service quality standards.