• Identify, design, and deliver automation solutions leveraging AI, data, and process optimization • Serve as a bridge between business stakeholders, data teams, and technology partners • Enable automation, enhance reporting capabilities, and drive data-driven decision-making • Identify, assess, and prioritize opportunities to automate manual or repetitive business processes • Design and implement end-to-end automation solutions leveraging AI, machine learning, RPA, and workflow tools • Develop scalable frameworks for automation that can be reused across functions • Partner with IT and engineering teams to execute automation solutions in production environments • Leverage AI/ML tools (e.g., natural language processing, predictive analytics) to enhance reporting and decision-making capabilities • Design automated dashboards and reporting solutions that transform raw data into actionable insights • Act as a trusted advisor to business leaders on automation strategy and opportunities

• Provide day-to-day support to our customers using Zendesk Product Suite to answer and resolve customer inquiries within the scheduled shift or by reporting and transitioning the issue to the next scheduled shift so that the issue/problem is resolved timely. • Act as a representative of RapidDeploy to customers of diverse backgrounds, ensuring a positive experience with the RapidDeploy support organization, ultimately driving positive CSAT scores. • Develop in-depth knowledge of all RapidDeploy product offerings, staying on top of new functionality and versions as they are released to effectively and efficiently resolve all support tickets timely and with customer satisfaction. • Investigate operational issues using tools such as Application Insights, Datadog and FullStory to drive issues toward timely resolution. • Promote bugs and feature requests to the Product and Engineering teams for review and prioritization, ensuring all necessary information is included to strive for quick resolution. • Escalate urgent and high-priority issues as necessary, following established escalation procedures by following the appropriate chain of command. • Effectively communicate with other members of the organization to relay vital information timely and accurately. • Participate in weekend and holiday on-call rotation schedules as required. • Proactively work with the members of the Support organization to achieve and maintain established SLA and KPI metrics to support operational success. • Attend and participate in weekly team meetings, collaborating and working with others to promote ideas and solutions supportive of driving company success. • Participate in cross-team meetings that occur during your shift, to collaborate on reported issues and drive priority. • Contribute to the vision and mission of RapidDeploy by helping and performing other tasks as assigned, as the Company is fast-growing, competitive and in a dynamic market environment.

• Analizar y solucionar incidentes y problemas relacionados con datos • Investigar discrepancias de datos y determinar causas raíz • Documentar, comunicar y proporcionar análisis de problemas de calidad de datos • Crear y ejecutar consultas SQL para validación y verificación de datos • Revisar el código de la aplicación e identificar soluciones técnicas o alternativas cuando sea necesario • Monitorear tendencias de datos y comunicar hallazgos y recomendaciones de manera efectiva • Colaborar con equipos multifuncionales para apoyar las operaciones de producción y solicitudes de cambio • Aplicar mejores prácticas de soporte operativo, incluidos procesos basados en ITIL.

• Develop advanced Excel solutions using formulas, pivot tables, macros, and VBA. • Integrate and consolidate large volumes of data from multiple sources. • Map operational processes and identify opportunities for automation. • Develop, implement, and maintain Robotic Process Automation (RPA) workflows. • Automate repetitive tasks to increase efficiency, improve quality, and reduce errors. • Monitor and continuously improve existing automations. • Support business areas in data analysis and in building solutions that support decision-making.