ActiGraph

The essential duties and responsibilities for this role include: - Platform Vision & Roadmap: Own the technical product lifecycle and roadmap for Ametris’ core data ingestion engines, cloud architecture, and developer APIs. - Cross-Functional Collaboration: Partner closely with Data Science, Firmware/Hardware Engineering, and Cloud Software teams to safely scale data handling from raw wearable sensor outputs to regulatory-compliant digital endpoints. - API & Integration Strategy: Define and document robust, developer-friendly APIs and data pipelines that seamlessly integrate Ametris with clinical trial systems (e.g., Electronic Data Capture / EDC platforms). - Regulatory Alignment: Collaborating with Quality and Regulatory teams to ensure our data platforms strictly adhere to life science standards, including FDA 21 CFR Part 11, HIPAA, GDPR, and GxP guidelines. - Technical Requirements: Author highly technical PRDs, architectural overviews, and granular epic/user story backlogs. Champion Agile/Scrum methodologies across engineering squads. - Data Analytics & Infrastructure: Drive technical strategies around raw signal processing storage, high-throughput cloud ingestion, and machine learning/algorithm deployment frameworks.

• Provide expert-level technical support to customers via phone and ticketing system. • Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. • Assist customers in understanding application functionality, features, and best practices. • Ensure customers' inquiries and issues are addressed promptly and effectively. • Communicate effectively with large research and clinical trial customer base/teams. • Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. • Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. • Work closely with Tier III or development teams for advanced issue resolution. • Discover, identify, and escalate trending issues. • Achieve a high level of product domain and technical knowledge and act as a product SME. • Create and maintain comprehensive documentation for common technical issues and solutions. • Routinely share knowledge with team members to enhance overall support capabilities. • Maintain detailed records of customer interactions, support activities, and resolutions. • Train and mentor a team of Tier I Customer Technical Support Specialists. • Foster a collaborative and learning-oriented team environment.

• Lead the RFP process by creating accurate sales budgets, ballparks proposals, and other pre-sales materials quickly and efficiently. • Support the RFI process by drafting responses, gathering inputs, and coordinating reviews. • Work cross functionally with Sales, Product, Data, Project Managers, Finance and Legal teams to collect information and ensure timely deliverables. • Create and maintain proposals through the final Statement of Work (SOW), and track all versions of budgets, proposals, and contracts from project start to final signature. • Use Salesforce to support the sales team throughout the sales cycle. • Maintain accurate and up‑to‑date CRM records related to RFPs, RFIs, and sales activities. • Support the maintenance of Q&A pair content library in RFI platform. • Prepare sales support presentations, as needed. · Organize and manage sales documents and collateral. • Identify opportunities for process improvements and escalate suggestions to the Sales Operations team. • Support the sales team in meeting quarterly goals. • Perform other duties as assigned.

Ametris is an international leader in the development of validated medical-grade wearable solutions used to measure physical activity, sleep, and behavior patterns in the broader global academic and pharma research communities. The E-Commerce & Inside Sales Associate position will be a key contributor within multiple areas of a small technical-based, rapidly growing company. This position will work directly with public health and academia sales representatives to support pre-existing research projects through restock orders, online purchases, and software updates/renewals. The candidate must possess strong interpersonal communication skills and a strong work ethic. The individual must be flexible, and have the ability to multitask. This position will also likely be required to work with customer support personnel to resolve customers’ advanced product related issues. Your work will directly support the success of Ametris’ technology solutions. Join a collaborative team where integrity, initiative, and empathy matter - and help us pioneer the digital transformation of clinical research!

• Author, edit, and maintain product documentation including: user guides and help center articles, feature and release documentation, API and developer documentation (where applicable), in-app help, tooltips, and contextual guidance, commercial and Ops enablement collateral, ensure documentation is accurate, up to date, and aligned with product behavior and roadmap changes. • Partner closely with the CPO and technical team to understand product intent, user needs, and roadmap priorities. • Collaborate with Engineering to ensure documentation complements product experiences and usability principles. • Support the Support team, Sales, and Operations teams with internal and external-facing documentation as needed. • Establish and maintain documentation standards, style guides, and best practices. • Advocate for documentation as a core part of product quality and customer experience. • Continuously improve documentation based on user feedback, support trends, and product evolution. • Help define what “done” means for documentation as part of product delivery. • Manage documentation of workflows, tooling, and version control in partnership with Product and Engineering. • Participate in sprint planning, product reviews, and release processes to stay aligned with development cycles. • Identify opportunities to improve documentation efficiency, discoverability, and scalability.