• Field customer calls to facilitate a 24/7 support function and resolve hardware, software, assay and training-related issues • Utilize remote diagnostics to proactively monitor instruments against potential issues • Act as a flexible resource to help fill workload or process gaps and triage general, moderate and complex inquiries • Collect and analyze data and classify complaints according to FDA requirements • Capture and document all aspects of customer interaction into CRM database

• Provide expert-level functional and technical support for Payments platforms, with emphasis on NACHA / ACH processing and FGPP flows • Own complex and high-severity customer issues across the full support lifecycle, including investigation, resolution, validation, and customer communication • Act as a senior escalation point for issues impacting customer operations and business continuity • Analyze and troubleshoot NACHA file creation, validation, settlement, returns, and exceptions • Understand the operational and compliance impact of payments issues and support customers accordingly • Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and strong root cause analysis • Identify repeat issues and collaborate with Product and Engineering teams on permanent fixes • Create and maintain high-quality Knowledge Articles (KAs) for repeat issues, known errors, and standard operating procedures • Support self-service and case deflection initiatives by ensuring knowledge is clear, reusable, and consistently applied • Provide guidance and mentoring to less-senior engineers, enabling independent resolution and skill development • Partner with Product, Engineering, Infrastructure, and Release teams to diagnose defects, validate fixes, and support deployments • Support disaster recovery exercises, upgrades, and change events, including testing and post-change validation.

• Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to banking software support. • Logs and tracks all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests • Assists in implementation of new software releases for applications responsible for supporting bank processing • Documents resolutions in a central location for knowledge sharing internally and with customers • Participates on bank conversion/merger/acquisition teams as needed • Assists with Major Projects and Initiatives as assigned • Participates in assessments, project planning and client meetings • Works with third party vendors on behalf of customers • Analyzes and evaluates service requests to identify trends and make recommendations • Other duties as assigned

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management. • Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. • Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. • Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance. • Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. • Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics. • Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). • Collaborate with cross-functional teams to implement betterment plans for recurring issues. • Respond swiftly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies. • Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. • Partner with other managers and business stakeholders to improve support processes and enhance customer experience. • Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. • Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent. • Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. • Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. • Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.