• Handle medium-complexity support tickets independently and assist with high-complexity cases as needed. • Conduct technical meetings with clients to discuss API and integration-related issues. • Analyze and validate tickets before escalating to the Engineering team. • Perform troubleshooting on integrations, APIs, and communication flows between systems. • Collaborate with Product, Engineering, and Customer Success teams to monitor and resolve incidents. • Participate in continuous improvement projects, automations, and development of internal training. • Document technical solutions, maintaining high-quality information in tickets. • Recommend improvements to processes and operational workflows. • Ensure compliance with quality metrics and SLAs.

• Provide support for the installation, maintenance, and troubleshooting of Point of Sale (POS) terminals and systems • Interact directly with customers, delivering high-quality service • Identify and implement effective solutions to customer requests and technical issues

• Receive and manage support requests from engineers, project managers, and field staff • Diagnose issues and categorize them as bugs, user errors, training gaps, or product gaps • Gather sufficient detail to ensure issues can be understood, reproduced, and resolved • Route issues to the appropriate Product Manager, engineer, or enablement resource • Capture qualitative and quantitative feedback from users across the platform • Identify recurring issues, patterns, and areas of friction • Distinguish between one-off issues and systemic product problems • Ensure user signal is clearly communicated to the product and engineering teams • Develop and maintain training materials for newly released tools and features • Create clear, practical documentation, guides, and walkthroughs based on real user needs • Translate common issues and questions into reusable training content • Continuously update training materials based on product changes and user feedback • Partner with Product Managers to ensure recurring issues inform backlog prioritization • Work with Lead Engineers to communicate bugs with clear technical context • Collaborate with the AI Enablement Manager to identify training or onboarding gaps • Support alignment between support insights and product improvements • Maintain a structured record of issues, resolutions, and trends • Track issue status, resolution timelines, and recurring themes • Build and maintain documentation that provides visibility into platform performance • Ensure consistency in how issues are logged, categorized, and reported • Analyze support data to identify patterns and systemic issues • Provide regular summaries of key insights to product and engineering leadership • Highlight areas where product design, performance, or training needs improvement • Contribute to a continuous feedback loop between users and builders • Identify opportunities to improve support processes, tools, and workflows • Help refine intake, triage, and escalation practices as the platform scales • Contribute to building a more proactive and insight-driven support function

• Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance. • Provide end-user technical support for hardware, software, network, and access-related issues. • Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions. • Support privileged access management processes utilizing CyberArk and related security tools. • Perform remote troubleshooting and issue resolution for users across multiple locations. • Collaborate with infrastructure, security, and application teams to resolve complex technical issues. • Maintain accurate IT documentation, knowledge base articles, and support procedures. • Identify recurring issues, perform root cause analysis, and recommend process improvements. • Support software deployment and device management activities using Microsoft Configuration Manager (SCCM). • Deliver exceptional customer service while communicating effectively with technical and business stakeholders.