• Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to banking software support. • Logs and tracks all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests • Assists in implementation of new software releases for applications responsible for supporting bank processing • Documents resolutions in a central location for knowledge sharing internally and with customers • Participates on bank conversion/merger/acquisition teams as needed • Assists with Major Projects and Initiatives as assigned • Participates in assessments, project planning and client meetings • Works with third party vendors on behalf of customers • Analyzes and evaluates service requests to identify trends and make recommendations

• Own and resolve the most technically complex, high-priority, and enterprise-critical tickets via email and live screen share for our growing EMEA/APAC customer base, working 3:00 AM - 12:00 PM ET • Independently investigate and diagnose ambiguous or previously unseen technical issues, applying strong root-cause analysis rather than surface-level fixes • Serve as a point of technical escalation for the rest of the support team, including reviewing tricky tickets and helping less experienced agents land on the right resolution path • Determine and implement effective solutions to complex issues, and know when a problem needs to be escalated to Engineering versus being resolved directly • Create and communicate clear, thoughtful action plans to customers, including enterprise stakeholders, in an approachable, confident manner • Partner closely with Engineering, Product, and other internal teams to escalate, track, and resolve complex or systemic issues, building strong cross-functional relationships and pushing for durable fixes • Identify patterns across tickets and proactively flag recurring or emerging issues before they become widespread • Contribute to and help maintain support documentation, internal playbooks, and troubleshooting guides so institutional knowledge doesn't live in one person's head • Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization • Stay current on Yoodli's fast-moving AI platform, proactively seeking out and sharing new product knowledge with the team • Manage time effectively across competing priorities, a fast-paced ticket queue, and mentorship responsibilities

• Own the technical architecture of IT Tooling automations, driving design decisions on system structure, integration patterns, and tooling across n8n, Airflow, Temporal, and Jira • Establish architecture standards and code review practices that raise the team's overall engineering bar • Lead as technical DRI on the most complex, highest-impact automation projects, from discovery and design through production delivery • Partner with Security, Corporate Engineering, and IAM to resolve technical blockers and represent the team in cross-functional architecture discussions • Build shared frameworks and reusable components that reduce single points of failure across the platform • Produce architecture documentation and decision records that enable the team to scale with minimal dependency on any single individual • Manage your own workload with a high degree of independence, translating loosely scoped problems into production-ready technical specifications

• Serve as the primary point of contact for enterprise customers' day-to-day technical questions, troubleshooting, and API integration issues. • Own support tickets end-to-end: triage, diagnose, escalate to engineering when needed, and follow through until resolved. • Support onboarding and implementation for new customers, including API setup, configuration, and integration testing. • Partner with customer success and sales to monitor account health, flag risk early, and bring technical credibility to renewal and expansion conversations. • Build and maintain internal documentation, FAQs, and troubleshooting runbooks to reduce repeat tickets and speed up resolution. • Relay recurring customer feedback and technical pain points to product and engineering to inform the roadmap. • Track support metrics (response time, resolution time, CSAT) and flag trends that need attention.