• Troubleshoot, reproduce, and resolve complex product and workflow issues escalated via chat, email, and community channels. • Write code, submit pull requests (PRs), and make direct changes to the codebase to fix customer bugs, improve error handling, and prevent recurring pain points in coordination with the Engineering team. • Design and build lightweight scripts, internal dashboards, and automations to optimize Customer Success operations and empower the team to scale. • Translate vague customer complaints into highly detailed, actionable engineering tickets with clear reproduction steps, logs, and technical context. • Be a thoughtful partner during critical, high-severity production incidents, collaborating with DevOps and Core Engineering on communications, monitoring, debugging and assessing customer impact.

• Provide operational support working closely with DEWALT Field Engineers and the Anchors & Fasteners specialty team • Use technical data, proprietary design software and market databases to provide answers to product questions • Provide project specification leads to generate sales leads • Provide support and collaborate with internal teams; sales teams, the Field Engineering Team and ANF Specialists to drive growth • Develop a strong understanding of specified fastening products (under the DEWALT and Elco brands) • Create engineering product submittals for field personnel to facilitate the sale of DEWALT Specified products • Regularly analyze jobsite data and upcoming construction projects to provide leads to local sales teams, Field Engineering team and ANF Specialists using Dodge Pipeline and Salesforce • Maintain & analyze client records in CRM to support the ANF team in opportunity pipeline development • Provide support for ANF leadership team as required

• Build agentic and automation workflows with structured inputs, tool calls, evaluation, regression checks, observability, and safe handoff • Partner with the principal engineer, Support Engineering, and operations teams to define problems, ship solutions, measure impact, and iterate from real usage • Design, develop, and maintain full-stack support tooling, including UI, APIs, background jobs, and service integrations • Integrate CRM, warehouse, ticketing, incident management, and knowledge systems with clear contracts, retries, idempotency, and auditability • Improve reliability, performance, and trust through metrics, logs, traces, dashboards, and production operating practices • Build safe tool access patterns with least-privilege permissions, audit trails, and human approval for sensitive actions • Participate in on-call rotation for systems your team owns

• Accurately process and update Tier 3–Tier 5 aircraft maintenance records within Veryon Tracking. • Enter and maintain aircraft, engine, and component maintenance records with a high degree of accuracy. • Verify and record component removals, installations, and replacements, ensuring correct part numbers, serial numbers, and time-tracking information. • Validate flight logs by reviewing flight hours, cycles, and operational data for accuracy. • Ensure maintenance activities are entered promptly and completely into the maintenance management system. • Maintain high standards of data integrity across all aircraft maintenance documentation. • Review records for completeness, consistency, and compliance with internal documentation standards. • Support audit readiness by maintaining organized and accurate maintenance records. • Ensure compliance with company procedures and aviation recordkeeping standards. • Support internal Support teams by assisting with technical records inquiries and case resolution. • Collaborate with cross-functional departments to clarify maintenance record requirements and resolve documentation issues. • Process customer cases efficiently while maintaining Veryon's commitment to world-class customer service. • Build collaborative relationships that support efficient technical records operations. • Independently manage and prioritize a personal workload to meet daily deadlines. • Maintain high productivity while consistently achieving quality expectations. • Participate in process improvement initiatives to enhance recordkeeping efficiency and system utilization. • Share knowledge and best practices with team members to support ongoing development.