• Providing Tier 3 escalation support by analyzing, troubleshooting, and resolving complex technical issues across Akamai Zero Trust Platform. • Resolving issues that were unable to be brought to resolution by lower support tiers. • Developing scripts and delivering custom solutions and workarounds to help partners and customers resolve complex technical challenges. • Analyzing product bugs and working closely with R&D and Product Management to prioritize and schedule their fixes. • Providing technical training and developing technical procedures and support documentation. • Providing Pre-Sales and Post-Sales services. • Representing the business unit as a Subject Matter Expert/Technical Lead in internal and external correspondence.

• Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users • Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs • Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution • Install, configure, and troubleshoot software applications and endpoint management tools • Document solutions, create knowledge base articles, and maintain standard operating procedures • Maintain employee IT profiles and ensure each user’s computer remains compliant with company IT and security policies • Identify recurring issues and recommend process or system improvements • Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software.

• User support • Systems maintenance • Support for operational routines within the department

• Ensure eXp maintains good standing • Coordinate the joining of new MLSs as needed • Approve all new agent applications that are not auto-vetted/set up mentorships as needed • Approve/Sign all transfer documentation for agents • Works closely with Agent Experience for Broker questions • Provides support to the Designated Managing Broker and Managing Broker Team • Assist with Agent and State Trello Boards • Manages Agent Approval • Manages Agent Invitation Acceptance • Coordinate with Broker Primary Board to maintain Agent compliance • Manage State Calendar • Assists with management of Local Board Associations • Auditing Invoicing Compliance • Assists Broker with generating and distributing communications to Agents • Administrator of State social media groups • Liaison to: MLS Boards, Non-eXp Brokerages, Agents, Vendors, Special Projects as directed by Brokerage Operations