• Lead resolution of the Customer Support team's most technically complex incidents and escalations, driving cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design. • Serve as the primary technical escalation point within Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through difficult troubleshooting, and ensuring critical situations are resolved with urgency and technical depth. • Develop and maintain technical runbooks, support playbooks, automation, and knowledge base resources that improve resolution speed, consistency, and team capability. • Participate in on-call rotation and serve as the senior technical resource during high-severity incidents, coordinating response across internal teams and communicating clearly with affected customers. • Identify recurring operational issues and partner with Platform Engineering and Product to address root causes, reduce support burden, and improve platform reliability at scale. • Partner with customer engineering teams to provide expert-level troubleshooting guidance, architectural context, and operational recommendations that improve long-term customer health. • Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers and in coordination with internal teams. • Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing that builds team capability and a culture of operational excellence. • Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed before customers move to production.

Role Description Are you a talented professional looking to take on a pivotal role in contract and financial management? We're offering an exciting opportunity to join our team as a Contract & Finance Specialist. As an integral part of our team, you'll ensure the smooth execution of contracts and financial processes. This position provides the flexibility of remote work and requires fluency in English. - Managing outgoing invoicing for client and partner contracts, ensuring the accuracy and completeness of all billing information; - Processing and verifying incoming invoices from partners and freelancers; - Update, maintenance, and validation of data managed through corporate information systems, for the generation of strategic or business intelligence reports; - Ensuring the completeness, accuracy, and consistency of the data so that it meets the standards of quality expected for invoicing and reporting; - Handling contracts with clients and partners ensuring accuracy of information; - Preparing agreements with partners in collaboration with the Legal Department; - Preparing internal reports to the management of the company or other departments; - Handling communication with customers, partners and other stakeholders; - Updating the financial planning of the department’s activities; - Preparing reports to customers or the management of the company. Qualifications - Bachelor's degree in Finance or Statistics or Business Studies and / or other relevant science disciplines; - 2 years of relevant professional experience; - Strong knowledge of MS Excel; - Good knowledge of MS Word; - Experience in the use of CRM systems is a strong asset; - Experience in handling of contracts is a strong asset; - Excellent command of English, both written and oral; Knowledge of French is a strong asset. Requirements - Ability to deliver to high-quality standards and attention to detail; - Excellent communication skills, both writing and verbally; - Integrity and approachability; - Perform under pressure and deadlines; - Motivated, result-oriented, and persistent; - Open to learning and continuous improvement. Benefits - Competitive full-time salary; - Private Health Coverage on the Company’s group program; - Flexible Working Hours; - Top-of-the-Line Tools; - Professional Development: Benefit from language courses, specialized training, and continuous learning opportunities; - Career Growth: Work with some of the most innovative and exciting specialists in the industry; - Dynamic Work Environment: Thrive in a setting that offers challenging goals, autonomy, and mentoring, fostering both personal and company growth.

• Bring a high-ownership, self-starting mindset with a willingness to fill gaps, solve problems, and support the team. Thrive in ambiguity, step up without waiting for direction, and contribute beyond your role to drive shared success. • Provide expert technical guidance to customers and sales peers regarding Armada’s products and services. Understand client challenges and propose appropriate solutions to meet their needs. • Lead technical demonstrations, proof-of-concepts, and workshops to showcase features, functionalities, and benefits of the company’s offerings. Tailor demonstrations and execute workshops to address specific client challenges. • Collaborate cross-functional to support sales, including customer engagements, technical scoping, and proposal development. Influence and align internal teams to drive solution strategy, resource prioritization, and successful business outcomes. • Cultivate strong relationships with key client stakeholders, including technical decision makers and influencers. Serve as a trusted advisor through thought leadership, understanding their challenges, and providing tailored solutions based on technical business needs. • Stay ahead of industry trends, competitive developments, and emerging technologies. Leverage market awareness to identify opportunities for product innovation and differentiation. • Enhance field team understanding of technical concepts, product features, and selling strategies. Provide ongoing support and enablement of resources to empower sales representatives in their client interactions.

• Develop proficiency in implementation and services for 2 or more SaaS products • Independently manage multiple customer onboarding projects • Build strong relationships with customers and internal teams • Ensure projects stay within contracted scopes • Handling kickoff calls, platform configuration, user training and review calls