• Provide escalated technical support for laptops, SaaS applications, availability, and identity-related issues across the environment • Handle IT onboarding and offboarding; device provisioning, access management - while building systems that run smoothly without needing IT to step in every time • Manage hardware inventory, warranties, and refresh cycles using MDM platforms like Microsoft Intune and Jamf • Drive automation and scripting projects from idea to execution, improving efficiency and consistency across our systems and integrations • Manage and continuously improve secure access across identity and access technologies such as Microsoft Entra, Auth0, AWS VPN, and 1Password • Build and maintain clear operational playbooks and documentation for the processes and automations you create • Log work, incidents, and changes in Jira Service Management • Serve as an escalation point for the team on complex issues, and document solutions so future issues can be resolved without escalation • Spot patterns in recurring issues and propose improvements to how the team works

• Provide technical support to customers through tickets, email, calls, video meetings, and internal escalation channels • Troubleshoot customer issues related to platform usage, logins, workflows, messaging, forms, calendars, notifications, and automations • Support AI-powered phone, texting, and communication workflows • Assist with CRM, calendar, form, and workflow setup for new and existing customers • Help investigate issues involving SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools • Support internal staff with technical questions, system access, troubleshooting, and workflow improvements • Reproduce, document, and escalate product bugs or technical issues to the development team • Create clear support documentation, internal SOPs, help articles, and troubleshooting guides • Help improve support processes, ticket handling, escalation paths, and customer-facing resources • Review customer issues and identify patterns that could become product improvements or training opportunities • Assist with testing new features, workflows, automations, and AI tools before and after release • Communicate technical issues in a clear, simple, and professional way to both technical and non-technical users • Help maintain a high standard of response time, follow-up, and customer experience

• Monitoring and resolving technical support issues that come in through our ticketing system, Zendesk. • Ordering and configuring new hardware for our remote employees, then getting it shipped to them. • Determining what additional automations can help reduce the team’s workload • Working with our vendors to set up and configure new networks for our growing number of client sites. • Providing regular updates to your team on the status of your projects and tickets. • Participating in our light on-call rotation for after-hours and weekend emergencies.

• Act as Level 1 engineering resolver: receive incidents from the support area, triage them, classify priority and SLA, and forward to the responsible teams (Level 2). • Receive, record, and triage incidents reported by the support team. • Classify the priority and SLA for each incident and route it to the correct Level 2 team. • Monitor incidents through to resolution, ensuring SLAs are met. • Communicate with technical teams and support, keeping status updates current. • Document patterns and recurring issues for continuous improvement.