• Resolve complex software issues, identifying root causes and recommending permanent solutions. • Investigate database and application problems. • Analyse server performance and application logs. • Work with pre-built queries, toolbox documents, and existing data-integrity stored procedures. • Understand core system architecture and validate REST responses. • Recognise transitions between in-venue and cloud data. • Work within a continuous CI/CD release model. • Respond to system-generated notifications that exceed the capacity of Level 2. • Focus primarily on SLAs already touched by Level 2 but not yet resolved. • Communicate with customers when an issue is escalated and resolved. • Work closely with developers on software defects. • Mentor Level 2 Support Engineers and improve support documentation. • Contribute to team discussions and shared learning.

**Key Responsibilities:** **Customer Support** - Provide Level 2 technical support via Monday Service (transitioning from Zendesk). - Investigate escalated customer issues, identify root causes, communicate with customers about status, and ensure the other members of the business needed to solve the problem are properly identified and kept informed. - Resolve software, application and integration issues. The software is entirely bespoke — custom-built and company owned, not a third-party product — and runs on a technical stack that is primarily Microsoft-based in the venue and primarily AWS cloud-based in the cloud. Resolving these issues will include: - Addressing simple, clearly identified problems - Running database queries - Executing stored procedures against the database to check known areas of risk - Reviewing existing infrastructure and content pieces to confirm they align with expectations - Performing modifications to existing content pieces (which may or may not be exposed to end users through the front-end UI) to distinguish errors internal to the system from those caused by third-party integrations - Identifying the different types of third-party integration in play - Understanding how different integrations behave differently, and what is specific to a given customer - Confirming current software versions to ensure they are troubleshooting the right problem - Work effectively within a small software company that releases on a continuous CI/CD model — staying aware that the platform changes regularly and not relying on out-of-date assumptions (you can't apply three-year-old rules to today's system). This includes searching our knowledge bases, internal ticket histories and related support records to confirm they are addressing the right issue. - Escalate complex bugs to the development team with detailed documentation. Where an issue is actually a feature request or an expansion not yet identified by the commercial team, escalate it through the proper process for review by both commercial and development management; once a decision is made, communicate the outcome back to the customer. - Maintain high customer satisfaction through both timely and clear communication — providing assistance, being transparent when they don't know the answer, and, where something is urgent or needs a specific time frame, aligning the right resources to deliver within it. This also means being transparent in internal meetings about issues they can't solve or have had to hand off, and developing a clear sense of where the line sits between issues they can resolve themselves and those they can't. **Technical Troubleshooting** - Investigate multiple Microsoft SQL Server (Transact-SQL) databases to identify potential data issues. - Read and process log files to determine whether a data issue is: - an issue in our data - an issue in the customer's data - an issue in composite data, or something else - Work with a combination of pre-built queries, toolbox documents and existing data-integrity stored procedures provided to help perform these analyses. - Understand the core system architecture — at least six Windows services and five web services — and use the tools provided to: - validate REST responses - check self-serve to confirm availability and performance - review, at a high level, the scripting code that forms part of the different front ends - Understand the transition between in-venue data and cloud data: where those transitions happen, which services are responsible for them, and what types of problems can cause a syncing issue. - Assist with software configuration and deployment support. **Collaboration** - Participate actively in daily stand-ups. - Participate in team discussions and shared learning — helping others troubleshoot problems you've already solved, while learning from them how to tackle new ones. - Communicate with the commercial team on anything approaching or breaching SLAs. - Contribute to knowledge-base documentation and follow the accompanying documentation program. - Recommend process improvements. - Assist with testing bug fixes or new features where determined appropriate (primarily owned by the test team). - Support site installations and training to help ensure a site is fully ready before handoff — primarily led by Level 3, with Level 2 pulled in as needed. - Work with developers to resolve defects — communication with development is open and regular, though day to day this role works most closely with the rest of the business and with fellow engineers. **Documentation** - Maintain accurate support tickets, including: - identifying SLA levels - properly triaging tickets that land in their inbox before anyone else has looked at them - completing all ticket descriptors, including tags, so our AI-driven knowledge base can correctly route which tickets go where - Document troubleshooting procedures. - Produce clear technical write-ups of investigations and resolutions — what was found, what was done and why — using templates we provide, so developers, seniors and other engineers can pick them up without repeating the work. - Update internal knowledge-base articles, in anticipation of review by a senior from any one of a number of areas.

• Provide technical support to customers via email and other written channels (no phone support) • Respond to customer inquiries and alerts in a timely and professional manner in accordance with agreed SLAs, managing a high-volume ticket queue • Triage each ticket to determine whether it is a known, resolvable user issue or a genuine product bug • Escalate confirmed product bugs to the engineering team, with clear and complete documentation • Use AI-assisted support tools to help draft and speed up responses • Keep up to date with ever-changing technologies, including adapting quickly to process changes • Participate in training sessions to enhance technical skills and knowledge • Take part in knowledge-sharing sessions with the team and assist in training new team members • Gain a deep understanding of the client's product and mobile app to provide informed, accurate support • Collaborate with cross-functional teams, mainly to clarify expected product behavior versus a reportable bug • Take on additional tasks or responsibilities when required to meet team objectives

• Be the clients’ single point of contact for support incidents opened for a specific product centre. • Develop an in-depth understanding of your client’s environment and implementation. • Develop a strong working relationship with clients. • Leverage deep technical expertise and knowledge of your client’s environment to resolve incidents more efficiently. • Provide timely updates on open incidents. • Coordinate with other Micro Focus experts as needed to expedite timely resolution. • Apply best practices to help our clients minimize operational risks and avoid common pitfalls. • Provide periodic supportability assessments. • Offer technical support mentoring to increase the clients’ knowledge. • Understand the operational profile of your clients’ environment to improve the support that Micro Focus delivers. • Share prescriptive product roadmaps to assist your clients in upgrade and migration planning. • Provide guidance on leveraging the full features and functionality of the clients’ Micro Focus solution. • Act as a strategic partner in developing plans to proactively improve and maintain the clients’ software investment.