• Provide front line phone coverage, and participate in various call center groups. • Provide on-site assistance to clients within your local geography, if applicable. • Provide excellent customer service to Xantrion’s client base. • Provide technical support as assigned for issues related to computer systems, software, and hardware. • Log and track support requests in ConnectWise. • Prioritize and/or escalate tickets as required to ensure customer satisfaction. • Brief customers, as well as management, on the status of current resolution efforts.

• Responding to support requests in the Darktrace Customer Portal • Proactively initiating and joining client calls to resolve issues • Manning the support line during shifts • Explaining software features to help customers maximize the platform's potential • Ensuring smooth and efficient customer deployments • Assisting our Japanese clients with Post sales queries and issue resolutions • Liaising between the development team and customers to resolve issues • Supporting technical cross-functional teams around technical deployment aspects

• Directly oversee Client Support staff, including Client Advocates and Technical Support Analysts • Provide daily direction and communication to employees so that Client Support tickets are responded to and resolved according to department best practices • Provide continual evaluation of processes and procedures; recommend methods to improve area operations, efficiency, and service to both internal and external clients • Assist the VP of Client Experience with the operations of the Client Support team, including performance analysis, forecasting, staffing, training, scheduling, and reward/recognition • Assist the VP of Client Experience to establish and document work procedures and processes for the Client Support team that support company and departmental standards, procedures, and strategic directives • Provide statistical and performance data to the VP of Client Experience • Optimize the Client Support team's use of technology, including ticketing systems, automation, and AI agents • Serve as the senior first point of escalation for all client issues • Serve as the leadership liaison between the Client Support and Engineering teams • Participate in corporate and cross-functional initiatives such as product launches, strategic projects, and change management

• Provide front‑line, always‑on (24x7x365) technical support for high‑visibility partners • Serve as the primary point of contact for technical issue intake, triage, communication, and resolution • Document and prioritize incoming issues • Follow defined escalation and troubleshooting procedures • Collaborate closely with Technology, Client Services, and Partner Integration teams to drive timely resolution • Maintain operational continuity, meeting contractual obligations, and delivering an exceptional partner support experience