Langate Software

• Handle L1/L2 technical support requests for business users and client environments. • Monitor customer infrastructure, cloud systems, servers, endpoints. • Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, Intune, Entra ID / Azure AD, and user access issues. • Support Windows desktop, Windows Server, basic Mac OS. • Work with Active Directory, DNS, DHCP, TCP/IP, VPN, remote desktop tools, and common network troubleshooting scenarios. • Support security and endpoint protection tools such as Microsoft Defender, Bitdefender, Sophos or similar solutions. • Work with RMM, PSA, ticketing, time tracking, and documentation platforms such as ConnectWise and ITglue. • Communicate with third-party vendors and software support teams when deeper troubleshooting is required. • Create, update, and maintain technical documentation, SOPs, troubleshooting guides, and client environment notes.

• Design and implement agentic features end-to-end, from prototype to production. • Build and maintain agent loops, tool layers, context management, persistence, sub-agent orchestration, observability, and safety hooks. • Define quality standards for agent performance by creating golden datasets, writing evaluations, and setting up regression checks. • Instrument agents with proper tracing and telemetry, and investigate production behavior using real execution traces. • Work directly with client stakeholders to elicit and refine requirements, translate them into technical scope, and align on expected outcomes. • Make pragmatic build-versus-import decisions when selecting frameworks, tools, and external components. • Participate in architecture discussions and code reviews, contributing to scalable and production-ready engineering decisions. • Move between projects and priorities as needed, taking ownership of delivery in a fast-changing environment with a high degree of autonomy.

• Act as a main technical contributor and decision-maker for the platform modernisation initiative • Drive the migration, ensuring clean, maintainable, and scalable architecture • Review, validate, and influence system and application architecture to support performance, scalability, and long-term growth • Lead by example in hands-on development, code reviews, and technical problem-solving • Influence and improve engineering standards, code quality, and delivery practices • Collaborate closely with the client developers and product stakeholders • Support and oversee CI/CD processes in Azure DevOps, ensuring reliable and secure deployments • Identify technical risks and bottlenecks early and propose pragmatic mitigation strategies • Mentor other engineers where needed and contribute to a healthy, professional engineering culture

• Develop new features and enhance existing functionality in a multi-tenant SaaS platform • Work across both front-end (Angular) and back-end (.NET) parts of the system • Participate in architecture discussions and follow established best practices • Implement integrations with external APIs (Google, HubSpot, EMR systems like eCW) • Write clean, testable, maintainable code following team guidelines • Participate in code reviews and improve overall code quality • Collaborate with team and product stakeholders

• Lead, manage and hold accountable the service team, fostering accountability, innovation, and collaboration. • Build and optimize service operations processes to enhance service delivery. • Facilitate weekly service team and daily stand-up meetings, ensuring clear communication and actionable follow-ups. • Develop project plans, assign resources and provide regular project status updates and efficiently manage resource allocation across the service pipeline. • Handle change orders and direct service change requests, ensuring seamless execution. • Ownership of documentation structure, SOP quality and adherence. • Ensure adherence to service desk processes in line with company policies. • Monitor and achieve service level objectives across all service incidents and requests. • Maintain regular communication with key third-party vendors, ensuring alignment with service objectives. • Conduct technology alignment reviews, providing insightful recommendations.

• Define and drive the project’s technical vision, ensuring alignment with business goals and industry best practices • Lead architecture design and high-level technical decisions across two client instances with a shared codebase • Conduct thorough impact analysis for all proposed changes to ensure system stability, scalability, and data integrity • Drive technical excellence across the team by enforcing code quality, security standards, and performance optimization practices • Collaborate with developers, DB engineer, QA, BAs, and tech writer to deliver reliable and maintainable solutions • Oversee CI/CD processes in Azure DevOps, ensuring smooth and secure deployments of time-sensitive healthcare features • Review and validate system and application architecture to support high-load, sensitive data operations in a compliant manner • Mentor and guide a cross-functional team of engineers, fostering continuous improvement and technical growth • Proactively identify technical risks and bottlenecks; propose and implement mitigation strategies • Ensure effective documentation and technical communication across stakeholders • Communicate our solutions to client representatives, both from technical and business sides

• Manage client relationships and ensure high customer satisfaction • Act as the primary point of contact for assigned client accounts • Build long-term relationships with billing managers and revenue cycle leaders • Coordinate with technical and product teams to resolve eligibility verification and payer communication issues • Identify upsell opportunities and support contract renewals • Collect customer feedback and monitor account health