• Responding to user questions, ensuring stability, availability for production applications and systems. • Investigates and resolves incidents, performs root cause analysis. • Collaborates with development, infrastructure, and business teams to maintain reliable operations and minimize business disruption. • Serve as a primary point of contact for production issues and help drive continuous improvement efforts.

• Provide technical support for customers on Semiconductor Products via phone and email • Utilize support systems / tools and technical / functional knowledge to remotely resolve a customer problem • Work directly with the customer to understand the inquiry and/or escalate to next level to help facilitate to resolution • Review of open customer issues daily, updating our customers on the status of their escalated cases • Help customers gain understanding of products and navigation through support website and on-line customer forums • Cross-collaboration through multiple teams to work towards a common goal • Develop and maintain excellent working relationships with all appropriate levels within and outside the company including client management, co-workers, and customer representatives. This may include verbal interaction with: Engineers, Distributors, Business owners in multiple industries, and VARs.

• Working with developers, platform teams, and technical leaders worldwide to troubleshoot complex issues and help them get the most out of Kong products and technologies. • Leading technical investigations using logs, metrics, configuration, code, and customer context to understand the problem and drive it towards resolution. • Collaborating with customers, teammates, Product, and Engineering to diagnose difficult issues, identify root causes, and recommend practical next steps. • Taking ownership of high-impact and escalated support cases, ensuring communication is clear, timely, and appropriate for both technical and business stakeholders. • Creating knowledge articles that complement our documentation and help customers better understand product behaviour, troubleshooting approaches, and real-world use cases. • Sharing knowledge with other support engineers through mentoring, case reviews, technical enablement, and support-led documentation. • Driving improvement within the support team by finding better ways to work, improving the tools we use, and raising the bar on the service we deliver to enterprise customers. • Providing structured feedback to Product and Engineering based on customer issues, recurring support patterns, product gaps, and operational challenges seen in the field.

• Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations • Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate next step • Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior • Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience • Balance urgency with thorough investigation, ensuring issues continue moving forward even when multiple teams are involved • Escalate thoughtfully, bringing well-defined findings, supporting evidence, and clear recommendations rather than unresolved questions • Maintain ownership of tickets from initial intake through final client confirmation and resolution • Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk • Ensure all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate • Identify trends across client issues and recommend improvements to workflows, documentation, tooling, or product functionality • Contribute to the continuous refinement of support processes and operational standards • Lead complex client conversations through email, Zoom, Slack, and phone • Translate technical concepts into language appropriate for clinical and operational audiences • Maintain client confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout complex investigations • Communicate investigation findings clearly across technical and non-technical teams • Model excellent troubleshooting, prioritization, documentation, and client communication for the Support team • Coach analysts through investigations by asking thoughtful questions, encouraging independent problem-solving before providing direction and serving as an escalation resource • Review complex client communications and provide constructive feedback, proactively and when appropriate • Partner with Support leadership to identify coaching opportunities and recurring knowledge gaps • Contribute to onboarding, documentation, training materials, and process improvements.