• End-User & Platform Support: Provide exceptional, white-glove service for resolving end-user computing and customer platform issues. Operate as a true champion for internal users and security across the organization. • Identity & Access Automation: Coordinate and provide comprehensive support for all aspects of user provisioning and deprovisioning, actively seeking opportunities to automate access lifecycles. • Security Monitoring & Triage: Monitor critical security tooling. Review, respond to, and escalate appropriate security events to protect our client and company data. • Threat Intelligence & Defense: Translate relevant security intelligence into actionable configurations within our security tooling. Support the implementation and operationalization of threat event monitoring and response capabilities. • Endpoint & Fleet Management: Provide seamless software deployment support. Coordinate the identification and resolution of security vulnerabilities and manage end-to-end system patching across our device fleet. • Proactive Performance Monitoring: Monitor key indicators to anticipate performance issues in our systems and SaaS applications, rectifying them before they impact team productivity. • Continuous Learning (and Hacking): Stay curious, acquire new domain knowledge, evaluate new technologies, and maybe even learn to hack something to better defend our infrastructure.

• Own complex, high-severity, and escalated tickets end to end, acting as the top technical escalation point before engineering. • Diagnose deep technical issues across APIs, identity and authentication, integrations, telemetry, and product data flows. • Partner with the Head of Customer Support to design, build, and continuously tune agentic support systems, including automated triage, resolution, and knowledge retrieval. • Convert your own resolution work into reusable automation, playbooks, and knowledge that agentic systems can execute without human involvement. • Identify where automation and agentic resolution fail, then close those gaps to raise deflection and automated resolution quality. • Interface with Product and Engineering on root cause analysis, bug escalation, and permanent product fixes. • Set the technical quality bar for the support function and mentor other engineers on it.

• Drive quality consistency and operational integrity: Review customer interactions to assess compliance, risk, and quality standards, applying strong judgment in ambiguous or edge-case scenarios. Lead and contribute to calibration efforts that strengthen fairness, alignment, and consistency across quality evaluations. • Deliver behavior-based quality insights: Provide thoughtful, actionable feedback on customer interactions, identifying strengths, opportunities, and recurring behaviors that support coaching, skill development, and performance improvement. • Investigate patterns and uncover meaningful signals at scale: Leverage AI-assisted tools, QA data, and qualitative analysis to identify recurring behaviors, risks, and opportunity areas across large volumes of customer interactions, surfacing trends that would be difficult to identify through manual review alone. • Connect insights to root causes and operational improvements: Distinguish between agent behavior, process gaps, and product or tooling issues to identify root causes and translate findings into actionable recommendations for quality processes, workflows, and customer experience improvements. • Translate insights into coaching and cross-functional action: Synthesize patterns and signals into clear, actionable guidance for Leadership, Enablement, and cross-functional partners, helping drive follow-through and measurable improvements across support operations. • Contribute to the evolution of the Quality model: Support experimentation, iterative improvement, and new approaches to understanding customer interactions at scale as Mercury continues evolving toward a more insights-driven, AI-assisted Quality function.

• Deliver outstanding customer support via emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists