Xogene

• Monitor ticket queue and manage tickets according to Support SLA • Investigate and resolve tickets submitted to the Support Team • Work with product and development teams to understand severity and impact of reported customer issues. • Triage tickets and escalate as appropriate to team members • Respond to customer tickets informatively and with professionalism • Participate in daily, weekly, and monthly reporting requirements • Maintain Support knowledgebase articles, and add additional articles as required • Provide timely updates to the Support Lead on the progress of tickets • Collaborate on the creation and maintenance of training guides, FAQs and other user documentation

• Lead, mentor, and manage a diverse testing team including Test Lead and Software Testers • Foster a culture of quality excellence and continuous improvement within the testing function • Collaborate with cross-functional teams including Development, Customer Success, Product Management, Design and Product Support across multiple time zones • Define and execute comprehensive test plans across all product releases for Xogene software • Establish and maintain testing standards, processes, and best practices across both manual and automation testers • Create and maintain quality metrics, KPIs, and dashboards to report on testing progress and potential blockers • Provide accurate time and resource estimation for testing activities across all Xogene software • Define test scope, objectives, and success criteria in collaboration with stakeholders • Ensure comprehensive test coverage through effective test case design and review processes • Identify, assess, and mitigate quality risks during dry run within the sprint cycles • Architect and oversee the implementation of scalable automation testing frameworks • Responsible for creation of all validation documentation including Test Plan, Test Summary Report, Traceability Matrix and UAT Scripts

• Create clinical trial documents with a focus on accessibility. • Design digital and print assets to support internal projects and initiatives. • Create and design graphics for websites, social media, and other digital platforms. • Create and maintain a design system that ensures brand consistency across all design projects and platforms. • Collaborate with the product and development teams to understand project requirements and user needs. • Analyze client and team feedback to iterate and enhance designs. • Stay up to date with industry trends and incorporate them into design concepts. • Leverage AI technologies to drive innovation and increase efficiency.