• Implement and maintain a robust real-time monitoring system that ensures full visibility into critical workflows before incidents escalate • Provide top support to clients, acting as the main line of defense to address issues, answer queries, and escalate critical incidents when necessary • Assist backend teams with scripting, bug reproduction, log analysis, and basic API testing • Create and standardize operational processes that enable scalability and consistent service quality • Analyze recurring issues and propose data-driven improvements to position the NOC as a strategic function • Ensure continuous operational coverage with well-structured shift handovers • Participate in some development activities to build hands-on backend knowledge • Identify gaps in current tools and workflows and bring solutions to the table

• Lead strategic conversations with business and engineering teams to address reporting challenges, enhance business processes, and define high-impact initiatives • Manage, mentor, and guide junior business analysts, fostering their development and aligning team efforts with organizational goals • Drive project planning, scheduling, and monitoring to ensure projects are delivered on time, within budget, and with high quality • Serve as the primary liaison between technical and non-technical teams, ensuring alignment, clarity, and consistent communication • Analyze complex business and reporting challenges and translate them into actionable technical solutions, including requirements definition, data modeling, dbt development, SQL analysis, and reporting design • Champion process improvements, organizational alignment, and strategic decision-making • Partner with Data Engineering, Analytics, and Finance teams to design, develop, test, and maintain dbt models that support operational, financial, and bank reporting requirements • Write, optimize, validate, and troubleshoot complex SQL queries used for regulatory, bank partner, executive, and operational reporting • Translate business and regulatory reporting requirements into scalable data models, metrics definitions, and reporting datasets while ensuring data accuracy, consistency, and auditability • Perform data analysis, reconciliation, and validation activities to ensure reporting outputs meet business, compliance, and banking partner requirements • Collaborate with engineering teams to establish data quality standards, testing frameworks, and documentation for reporting and analytics solutions

• Provide top-notch customer support for Cint platform users • Investigate and resolve customer issues • Create and review technical documentation • Understand client requirements and translate into actionable tasks • Classify submitted bugs by severity • Debug API integrations • Coach clients on adopting key features

Role Description We deploy and maintain satellite internet and connectivity networks in remote and hard-to-reach locations across many countries. Installers in the field and the customers they serve run into technical issues at all hours, and those issues do not wait for business hours. This role provides technical troubleshooting and issue resolution, with a specific mandate for time-zone coverage. It is a backfill for a current team member, so the person needs to ramp quickly and own a live queue. Where the Customer Support role handles the front line and routing, this role goes deeper on the technical problems — connectivity, hardware, and installation issues — and coordinates directly with the field. Key Responsibilities - Technical Troubleshooting - Diagnose and resolve connectivity, hardware, and installation issues - Walk installers and customers through resolution steps clearly and patiently - Escalate complex issues with clean, complete documentation - Ticket & Case Management - Own tickets end-to-end in Freshdesk; prioritize by severity - Maintain response and resolution standards during assigned coverage, including overnight windows - Document resolutions so the team builds a reusable knowledge base - Cross-Team Coordination - Coordinate with field technicians, installers, and internal teams - Flag recurring technical issues so they can be addressed at the root - Knowledge & Documentation - Contribute troubleshooting guides and knowledge-base articles - Help raise first-contact resolution over time Qualifications - 2–4+ years in technical support, IT support, or a technical helpdesk role (intermediate to senior) - Solid, methodical troubleshooting approach; comfortable with networking fundamentals (IP, Wi-Fi, general connectivity concepts) - Ticketing platform experience (Freshdesk preferred) - Strong written and verbal English - Willing and reliably able to work overnight / non-standard hours for global coverage - Dependable internet with a backup plan for connectivity and power Preferred Qualifications - Telecom, satellite, ISP, networking, or hardware / field-installation support background - Familiarity with satellite internet or comparable connectivity products - Experience supporting field technicians or installers, not only end consumers Ideal Candidate Profile You are a methodical troubleshooter who stays calm and clear under pressure. You are genuinely reliable on odd hours — this only works if the person shows up for the window. You document thoroughly, coordinate well with people in the field, and are comfortable being the sole coverage during your shift.