• Diagnose, troubleshoot, and resolve API and SDK use issues alongside customers codebases (Python or TypeScript). • Reproduce customer-reported bugs, identify likely causes in our codebase, and collaborate with Engineering to resolve them. • Own support communications with developers using Braintrust — primarily via Slack and email — and build trust through clear, technical, and empathetic communication. • Write and maintain knowledge base documentation that turns unknowns into knowns, unblocking future developers. • Identify opportunities to improve the developer experience, including tools, documentation, and support workflows. • Write scripts, fix bugs, and contribute to internal tooling that enhances the support process. • Capture and relay customer feedback to Product and Engineering, helping shape roadmap priorities. • Participate in on-call rotations, responding to critical customer issues or providing coverage during local holidays. • Provide technical mentorship to cross functional peers and guide support processes and escalation handling. • Develop and champion opinionated stances on improving developer experience and product reliability.

• Be the first point of contact for client issues via phone, email, and automated alerts. • Triage tickets: identify the problem, assess severity, and escalate when needed. • Keep clients updated throughout the resolution process — no one likes radio silence. • Configure and deploy new workstations; migrate data and applications. • Troubleshoot Windows PCs, servers, and common hardware issues. • Support Active Directory, DNS, file/folder security, print servers, and certificates. • Monitor and troubleshoot client LAN environments. • Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver). • Document everything in IT Glue — seriously, everything.

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location. • Repair of system level issues are based on CSEs technical knowledge, education, and training. • Ensure equipment enhances customer production. • CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. • Cross train and assist other field service engineers as appropriate. • The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. • CSEs spend at least 50% of time at customer site and/or cleanroom factory environment.

• Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests, while maintaining a high customer satisfaction rating. • Craft informative, timely, and instructional messages in response to product- and tech-related queries. • Active participant in team meetings and in assisting other colleagues across the company. • Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes. • Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes. • Meet monthly Items per month, CSat and QA minimums and develop consistent performance.