• Help Tilla's Customer Support function scale with our fast-growing client base • Resolve customer issues with genuine technical depth and human warmth • Turn recurring problems into automation and self-service to support many more clients without dropping service quality • Triage and resolve support tickets across channels, owning first-contact resolution for your ticket categories, and own critical customer tasks (assigning vessels, creating and assigning ports, creating users, and similar) • Diagnose technical issues across the product — reading logs, interpreting errors, and reproducing hard-to-replicate bugs across environments • Become a force multiplier for the team as you gain knowledge, eventually helping to onboard and train new team members as we grow • Support the rollout of automation — testing bots, workflows, and macros — and maintain a clean, consistent label and tagging structure • Author and maintain help-centre articles and internal runbooks from recurring ticket resolutions • Identify repeat issues and propose upstream fixes to Engineering and Product • Run ticket-theme and sentiment analysis by account to feed into user meetings • Prepare and run user calls, and run proactive outreach for key product areas • Partner with Customer Success Managers on pilot rollouts, and coordinate with CSMs and travel partners on cross-team tickets

• Serve as the dedicated technical partner for a portfolio of strategic enterprise customers, developing deep expertise in their architecture, security posture, and business priorities • Own complex technical investigations end-to-end across integrations, data pipelines, detection systems, and observability tooling, driving issues from first signal through root cause and resolution • Provide clear, executive-ready communication during high-visibility situations, ensuring SLA adherence, proactive updates, and strong cross-functional coordination with Engineering • Build long-term, trust-based relationships with senior security and engineering stakeholders, positioning Zenity as a strategic cybersecurity partner • Identify recurring patterns, systemic risks, and optimization opportunities across accounts, turning reactive support into proactive value • Contribute to scaling Zenity’s Strategic Support function through process improvements, documentation, enablement assets, and participation in enterprise on-call coverage

• Act as the main point of contact for Enterprise and Strategic Account Managers, providing direct support to them and their customers for OM-related queries. • Work closely with customers to address and resolve any issues related to their orders and shipments. • DRI for all customer RMA requests with serial numbers, replacements, Account level device count alignment to be directly in contact with customers. • Provide hands-on assistance with the quoting process and CPQ (Configure, Price, Quote) for Account Managers. • Ensure all necessary details, including cable specifics and additional customer requests, are accurately captured in quotes and orders. • Collaborate with cross-functional teams, including Finance, Fulfillment, and Customer Support, to ensure a seamless end-to-end order process. • Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency. • Ensure all customer and order information is meticulously entered and maintained in CRM systems, such as Salesforce and Zuora. • Work on sales order creation, churn processing, and account reconciliations as needed.

• Desenvolver e atualizar a documentação para os usuários da plataforma, garantindo clareza e acessibilidade das informações. • Monitorar, priorizar e resolver chamados diários, assegurando que todos os problemas dos usuários sejam tratados de maneira eficiente e eficaz; • Fornecer suporte e atendimento aos clientes através de chat e WhatsApp, resolvendo dúvidas e problemas em tempo real; • Oferecer suporte aos usuários da plataforma, tanto clientes quanto funcionários, auxiliando na resolução de problemas técnicos e no uso da plataforma; • Coletar e documentar requisitos e feedback dos usuários para melhorias na plataforma, colaborando com a equipe de desenvolvimento para implementar as mudanças necessárias; • Planejar e conduzir treinamentos para clientes, garantindo que eles compreendam e saibam utilizar todas as funcionalidades da plataforma • Colaborar na criação e implementação de regras de negócios para a plataforma, alinhando as funcionalidades às necessidades dos clientes e da empresa; • Prover suporte técnico contínuo para a plataforma, garantindo a estabilidade e a funcionalidade do sistema • Registrar e acompanhar tarefas e bugs na plataforma, comunicando-se de forma eficiente com a equipe de desenvolvimento para garantir a resolução rápida e eficaz dos problemas