• Work closely with customers and design teams in prioritizing data and information requirements • Provide analytic and consultative support to a broad spectrum of internal customer areas and external business partners • Mentor colleagues with less experience on both the technical and business aspects of project work • Create and/or develop new methods of analysis, database design and performance measurement • Perform modeling of data sources and flows • Develop and maintain moderate-to extremely-complex computer programs using 4GL programming languages (such as SAS, R, SQL)

• Support our commercial teams so our customers are successful by answering the toughest data questions internally around what datasets mean, and the nuanced limitations of how to use them. • Collaborate closely with our engineering team to build our AI data context layer with evals. This requires deep understanding of the data and great technical writing skills. This role should help drive what our eval designs even are to measure agent quality. • Help drive what tooling we need to build in our data products to support data explainability.

• Manage technical training for clients and local Epta entities during client visits. • Implementation of remote support through digital platforms. • Implementation of digital training such as eLearning and video instructions. • Support the client technical department to integrate Epta solutions. • Assist clients in managing warranty requests and/or spare parts orders through our portal. • Contribute to customer satisfaction by presenting Epta solutions (with a focus on technical aspects and innovation). • Collect market information and client needs. • Collaborate with internal departments to improve Epta solutions based on client needs. • Promote sales activities and sell all products and services of new equipment.

• Receives and reviews customer business needs and use cases submitted by Client Advocacy, developing a thorough understanding of the customer’s objectives before proposing solutions. • Evaluates existing product capabilities and solutions to determine fit, adapting or combining them creatively to address complex customer requirements. • Produces high-quality, implementation-ready solution recommendations with clear rationale, ensuring proposals are technically sound and operationally viable. • Provides implementation guidance to Client Advocacy, equipping them with the direction needed to support customers through solution adoption. • Creates documentation for Client Enablement teams, capturing solutions in a reusable and accessible format to support future customers with similar needs. • Collaborates cross-functionally with Engineering, Client Advocacy, and Enablement to validate proposed solutions and refine based on technical and operational feedback. • Receives bug reports and technical issue escalations from Technical Services and Client Advocacy, acting as the primary intake and triage point between customer-facing teams and Engineering. • Independently investigates and resolves complex non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement. • Manages prioritization of issues directed to Engineering, balancing customer impact, severity, and development capacity to ensure the right work is actioned at the right time. • Deflects resolvable issues away from Engineering through root cause analysis, configuration changes, documentation, or guided resolution—tracking deflection volume as a measure of team effectiveness. • Acts as a seasoned adviser on complex client problems, supporting Technical Services and Client Advocacy in handling priority issues and production-active incidents. • Analyzes audit logs, system logs, and workflows to isolate technical causes of client-reported issues and provide clear, evidence-based findings to Engineering. • Works closely with product developers to troubleshoot, validate, and document bugs while assessing their broader product impact. • Escalates verified technical concerns and bugs to Engineering with thorough analysis and supporting documentation to accelerate resolution. • Supports post-incident reviews and root cause analysis efforts, ensuring learnings are translated into preventative action—whether through code changes, internal process improvements, or the development and guidance of internal and external documentation. • Conducts trend analysis on incidents and problems, identifying patterns to proactively address recurring technical challenges before they escalate. • Manages adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring timely escalations, and driving accountability across teams. • Owns the change control process for Engineering deployments, managing the intake, assessment, and scheduling of deployment requests to protect system stability and integrity. • Evaluates deployment requests for risk and readiness, ensuring changes to the LMS are introduced in a controlled and safe manner with appropriate validation in place. • Manages the controlled enablement of feature flags, coordinating timing and conditions to ensure features are activated safely and in alignment with operational readiness. • Maintains accurate change logs and ensures change documentation supports audit readiness and organizational compliance standards. • Monitors post-deployment outcomes, identifying stability issues and escalating where system integrity is at risk. • Coordinates with Engineering to ensure deployment windows are clearly communicated internally and that all technical prerequisites are met prior to execution. • Supports ITIL-aligned processes including Incident, Problem, and Change Management, ensuring consistent, high-quality execution against established standards. • Advocates for systemic fixes over workarounds, using incident and problem trend data to make the case for long-term product stability improvements. • Identifies and drives process improvements that increase efficiency in issue resolution, triage, and solutioning workflows. • Contributes to the development of internal and external documentation as a proactive measure to prevent recurring issues and reduce support burden. • Serves as the operational link between Customer Success teams and Engineering, ensuring issue context, priority, and customer impact are clearly understood across teams. • Partners with internal stakeholders to support solution delivery, providing the technical depth needed for them to guide customers effectively. • Contributes to the development of documentation through solutioning and incident management is accurate, accessible, and maintained. • Represents the voice of the customer in technical and product discussions, ensuring customer pain points are visible and factored into engineering decisions. • Trains and supports customer-facing teams on LMS functionality, troubleshooting approaches, and best practices. • Maintains consistent service quality against defined Service Level Objectives, contributing to and in some areas owning the team’s OKR reporting. • Tracks and reports on engineering deflection—volume of issues resolved without engineering involvement and estimated engineering time preserved—as a core performance indicator. • Ensures adherence to standard operating procedures and company policies, maintaining compliance and best practices across all workflows. • Performs ad-hoc duties as required.