• Own the technical presales experience for Federal and SLED accounts, guiding customers through evaluation, demo, architecture design, and onboarding phases • Deliver tailored product demos and technical deep dives that align with customer security standards, compliance needs (FedRAMP, DoD IL2/4/5), and procurement requirements • Support and guide the implementation of the NinjaOne platform for new public sector customers—ensuring quick time-to-value and customer success • Act as the technical translator between Sales and Product—surfacing actionable feedback and feature gaps that directly impact deal velocity or retention • Assist with RFPs, RFIs, and security questionnaires, providing accurate, compliance-aligned technical responses that differentiate NinjaOne’s value • Troubleshoot and resolve customer technical issues, including endpoint configuration, agent behavior, networking challenges, and integrations • Collaborate with Engineering and Product Management on solution enhancements that improve the Federal customer experience • Create and maintain reusable content and lab environments to scale future engagements (demos, battlecards, scripts, templates, etc.) • Represent NinjaOne at industry events, partner summits, and key government-facing conferences as a technical ambassador

• Partnering with our Sales team to articulate the overall Grafana value proposition, vision and strategy to customers • Owning the technical engagement with customers and help close complex opportunities through advanced competitive knowledge, technical skill and credibility • Delivering product and technical presentations to potential and existing customers • Effectively communicate with customers and internal teams to provide feedback on our products and the competitive landscape • Driving product conversations based on need and problems with customers • Working with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles and create other public or private enablement material

• Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi • Developing CI/CD pipelines for Cloud Deployments • Developing custom automation (Lambda Functions/ Azure functions) • Efficient with programming languages (Python, JavaScript, bash, powershell, C#) • Managing code repositories and performing peer code reviews • Ability to maintain the code hygiene and writing test cases for the solutions. • Mentoring and training implementation engineers • Assist with proof of concepts for strategic and enterprise customers • Work side-by-side with customers to design, build, and deploy complex integrations • Establish partnerships and strategic relationships with contacts at our biggest brands • Time management is critical and should be able to manage multiple tasks/projects simultaneously. • Analyze and audit existing Helpshift implementations for the purpose of making improvements • Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions • Work collaboratively with Account Manager, Customer Success Managers, Operations teams, and Sales to ensure customers’ overall success with the product • Occasional travel to client site or other offices (up to 25%)

• Establish, support and maintain positive, trusted relationships at all decision levels within assigned accounts. • Serve as a solution advisor and champion for clients using Neo4j, from project onboarding, through production go-live, value realization and potentially expansion. • Develop and leverage your Neo4j product expertise as a technical advisor, ensuring that clients apply Neo4j technology effectively as they address their project requirements. • Review data model design and assist Cypher query tuning (SQL for graphs) to address performance needs and expand use cases. • Efficiently troubleshoot various technical challenges associated with solution architecture, data integration, end user adoption, and application security. • Act as a key escalation point to help defuse critical issues. • Serve clients as an accessible Neo4j expert who responds to client technical questions and at times proactively delivers information and informal education about product capabilities and best practices. • Track project status, metrics and progress toward key milestones, supporting proactive advisory and consultation to customers, as well as status reporting internal stakeholders. • Collaborate effectively with various Neo4j teams to address client issues expediently. • Advocate within Neo4j for the customers and their product requirements, particularly with Product Management and Product Engineering. • Educate and promote best practices for leveraging Neo4j Customer Support based on assigned customer’s unique experiences and challenges. • Stay current on Neo4j’s portfolio of products and their capabilities. • Contributing to internal and customer-facing reusable artifacts including KB articles, guides, best practice materials, healthcheck or other tools, CS Office Hours etc. • Routine travel to clients sites across the Washington DC, MD and VA areas, for both status meetings and providing client office hours support.