• 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

• 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