• Own the customer experience of our Network • Work with our Network Operations team to understand incidents that affect the customer experience • Identify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues • Understand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions • Personally manage high-impact or technically complex support cases • Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers • Ensure customers receive clear, confident communication during investigations and incidents • Model best-in-class technical troubleshooting and customer engagement practices for the team • Design and implement systems that enable both network operations and customer support to scale • Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact • Document operational procedures, escalation paths, and ownership models • Develop automation and tooling to reduce manual work and improve operational efficiency • Identify patterns across support tickets, network events, and operational data • Translate operational signals into actionable insights for Product and Engineering • Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized • Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction • Define and implement the right metrics for understanding customer experience and operational impact • Establish mechanisms to collect structured customer feedback without creating noise • Use both operational data and customer feedback to drive continuous improvement • Act as a player-coach, leading through hands-on operational work while building the foundations of the team • Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication

• Provide frontline assistance to customers, troubleshooting common software issues • Document customer interactions and ensure timely resolution of support requests • Serve as a first point of contact for customer inquiries via phone, email, chat, and support portal • Troubleshoot routine software, configuration, account access, and usability issues • Reproduce reported issues, gather logs and escalate unresolved or complex issues to Technical Support Specialist II team members • Create, document, and manage support tickets within the support management system • Manage assigned support cases within established SLAs • Meet or exceed established performance metrics related to productivity, quality, responsiveness, and customer satisfaction • Contribute to internal knowledge base content and support documentation

• 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