• User provisioning: Generate credentials and manage access for new users as part of daily onboarding workflows. • Technical troubleshooting: Diagnose and resolve basic issues across the company’s application and end-user devices, primarily remotely. • Database investigation & remediation: Investigate and correct data issues in MariaDB, including querying tables and updating records to resolve discrepancies. • Reporting & automation: Build and maintain Excel reports using PowerQuery and PowerPivot to streamline and automate recurring activities. • Ticket triage & resolution: Manage incoming support requests via JIRA — prioritise, investigate, and close tickets in a timely manner. • Asset management: Track, maintain, and audit company hardware assets. Handle device provisioning, collection, and inventory during periodic office visits.

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, attendance and productivity • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

• Handle customer support inquiries, including advanced technical issues requiring deeper analysis • Review logs, metadata, and internal dashboards to diagnose complex problems • Replicate customer-reported issues in sandbox environments • Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior • Assess whether issues represent bugs, user errors, or workflow misunderstandings • Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses • Manage multi-step investigations, ensuring timely follow-up with customers • Collaborate with engineering during escalations to provide context and added technical findings • Surface patterns and recurring issues to Product and Engineering • Produce detailed Help Center content focused on technical troubleshooting and integrations

• Provide hands-on support for customer needs following deployment • Deep understanding of the customer's product integration architecture and workloads • Design, review, and execute use cases with customer context • Provide guidance on how to resolve customer-specific technical challenges • Collaborate with Product Management, Engineering, and Marketing to improve Snowflake’s offerings • Monitor, review and provide actionable support for query performance optimization • Analyze warehouse configuration for cost optimization opportunities • Own release readiness for priority support customers • Drive issue resolution and high case quality • Establish regular touchpoints with customers • Be available on-call as needed for customer success