• Performs IT functions such as analysis, evaluation, testing, debugging and implementation of applications programs. • Analyzes operating systems, database, or utilities software. • Plans, conducts, and directs the analysis of business problems with systems solutions. • Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging computer systems. • Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. • Experience with Networking, Active Directory, SQL Server, Esri ArcGIS Pro. • Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. • Involved in customer installation and training. • Provides support to customer/users where the product is highly technical or sophisticated in nature. • Creates tests, tools, and diagnostic procedures for use by product support personnel. • May quality check technical product documentation. • Ability to use scripting toolsets. • Familiarity with HTTP, REST, FTP, SFTP etc. • Ability to test APIs using tools such as PostMan. • Experience with SCRUM/Agile methodologies. • Enjoys 'breaking' systems in the lab and then fixing them. • Takes help desk tickets and reproduces in the lab. • Expert at researching issues and correlating them to the problems being reported to find resolution. This is regarding security vulnerabilities being reported, stack traces found in the Windows Event Log, correlating other third party software issues to how they could impact our software. • Ability to find workarounds for something that isn't immediately fixable.

Role Description This position reports to: Technical Support Manager In this role, you will be responsible for providing remote technical support as well as site support when required. Utilize problem-solving, written, and verbal communication skills to support customer issues. Provide technical responsiveness to customer calls, rapid investigation, and dedicated pursuit of solutions. The Technical Support Specialist will simultaneously manage multiple customer issues with responsive follow-up and confirmation of closure. A Technical Support Specialist will be expected, on occasion, to conduct service work within the USA. Travel is expected to be less than 10% of the time. The work model for the role is: Remote This role is contributing to the Automation division in the US. You will be mainly accountable for: - Utilize skills to respond, report, resolve and provide remote support for ABB software and hardware related problems - Actively listen to customers describe their technical concerns and guide them through the steps to resolve the issue. - Maintain up-to-date documentation on customer case information, including current status and resolution, in a CRM system (currently Salesforce.com). - Collaborate with resources to resolve complex technical issues while promoting and maintaining good customer relations. Qualifications - Bachelor's degree in chemical, computer, or electrical engineering, or technical degree from an accredited university. Alternatively, a special combination of education and experience and/or demonstrated accomplishments. - 2+ years’ experience with Computer Server/Client, Networking setup and domains, plus Virtual Machine use - 2+ years’ experience on MS Windows Client and Server Operating Systems - 2+ years’ experience as proficient user of Office365, Outlook, SharePoint, Azure cloud and internet browsers - Experience with Infi90, Symphony, Symphony Plus, ABB 800xA, AC800M (Control Builder); with a high level of proficiency (Expert Level) within one of the aforementioned products. - Good communication skills – written and verbal [English] - Troubleshooting skills and Root cause analysis methodology essential - Basic Industry knowledge of Power Generation & Transmission, Pulp & Paper, Metals & Mining, Oil & Gas, and Utilities & Water - Familiarity with Business ERP (SAP preferred) and Service CRM (salesforce dot com preferred) Benefits - Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan. - Choice between two dental plan options: Core and Core Plus - Vision benefit - Company paid life insurance (2X base pay) - Company paid AD&D (1X base pay) - Voluntary life and AD&D – 100% employee paid up to maximums - Short Term Disability – up to 26 weeks – Company paid - Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay. - Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance) - Parental Leave – up to 6 weeks - Employee Assistance Program - Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption - Employee discount program - 401k Savings Plan with Company Contributions - Employee Stock Acquisition Plan (ESAP) - ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

• Serve as tier 1 for incoming technical support with TSM as an escalation point. • Build trusted relationships through responsive, professional, and solution-oriented communication. • Maintain SLAs and ensure timely follow-up on all open cases. • Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact. • Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause. • Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp. • Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context, while applying judgment about when to trust and when to verify the output. • Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps. • Identify recurring issues and partner with internal teams to drive long-term solutions. • Help build out our internal documentation and knowledge base as you learn, so the whole team can scale. • Document processes, troubleshooting steps, and best practices to improve team efficiency. • Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context. • Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs. • Surface customer feedback, trends, and product issues to help improve the overall client experience.

• Serve as the first point of contact to VW and Audi dealers on Parts related issues. • Work in the Order Availability Telephone Queue and/or the Technical Parts Queue. • Interpret Parts policies and procedures as ‘knowledge transfer agents’ for dealers. • Provide technical assistance to customers to determine and order correct parts. • Remove barriers preventing customers from placing parts orders. • Assist dealers with new parts policies and procedures. • Produce reports regarding Parts problems and resolutions.