• Own customer-facing documentation: specifications, functional and technical requirements, SOPs, and runbooks. • Produce clean, structured As-Is and To-Be process maps and workflow diagrams. • Create visually clear design documents for AI Agents and automation workflows. • Lead discovery and requirements gathering sessions across clients and internal teams. • Translate business needs into detailed requirements, user stories, and workflows. • Collaborate with US-based stakeholders — excellent English communication is essential. • Improve documentation standards, templates, structure, and visual clarity.

• Atendimento das solicitações de suporte dos usuários • Garantindo a qualidade do atendimento realizado • Resolução de dúvidas e problemas relacionados a microinformática • Capacidade para executar atividades de manutenção de redes, telefonia, desktops, laptops, impressoras, dispositivos móveis • Instalação e configuração de softwares • Análise técnica e troca de componentes de hardware se necessário • Monitoramento de tíquetes de suporte técnico e fila de atendimento

• Provide first-line technical support to employees across the business • Ensure effective, secure, and reliable use of IT systems and services • Support day-to-day service desk operations • Maintain IT equipment and software • Contribute to the ongoing development and improvement of technology environment • Manage, maintain, and support systems, software applications, and equipment • Manage the ordering, installation, replacement, setup, and build of end-user IT hardware • Act as the escalation point for the Exolum 1st Line Helpdesk • Ensure compliance with company policies, procedures, and legal requirements

• 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