This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Tier 2 Technical Support Engineer will provide second level support with a focus on our US based customers. As part of our Engineers based in the US, you’ll help pave the way as the knowledge source to our growing customer base, as you will work to resolve our customers’ most pressing technical issues. - Take ownership of customer cases and troubleshoot customers’ issues. - Support customers in making the most of our products. - Work on projects either within/with other teams to create a company-wide impact. Qualifications - Must be a US Citizen - At least 2 years of experience in a similar role - Industry experience in Cyber Security, particularly network security or application security is required - Experience with enterprise customer accounts is required - Technical networking knowledge in TCP/IP and the application layer - Technical experience supporting Linux-based products - Composing SQL queries and working with Databases - Working with Docker/Kubernetes-based environments is preferred - Experience with Scripting languages (Bash, Python or equivalent) is preferred - BS degree in CS or equivalent is preferred - Enjoy working with customers using excellent communication and problem-solving skills Requirements - Salary range guidance for this position is: $70,000-$100,000 per year. - Bonus and Pre IPO Equity Benefits - Comprehensive health benefits - Discretionary time off - Paid holidays including monthly me days - Highly inclusive and diverse workplace

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Audiology Technical Support Supervisors are the first level of the Audiology Technical Support Leadership team. Their primary focus is being the initial point of contact for escalations as well as mentoring their team members to achieve individual and team KPIs. The overall goal of the Audiology Technical Support team is to provide best-in-class service and support in all interactions with hearing care professionals to promote business growth and development. This is a remote position. - Offers an exceptional customer experience in every interaction - Provides excellent Audiology Technical Support call center coverage on a regular basis to maintain technical skill set - Assists Audiology Technical Support Manager with staffing, scheduling, reviewing and monitoring PTO plan, skill development, supervision and coordination of all Audiology Technical Support agents - Provides customer follow-up by phone, e-mail, or letter to ensure customer satisfaction - Ensures adequate phone coverage for the call center by monitoring the call flow and queues and assists in answering calls as needed - Reports any phone or IT issues promptly and assists the Audiology Technical Support Manager with all audiology technical support related issues when the Audiology Technical Support Manager is unavailable - Assists Audiology Technical Support Manager in reviewing and updating current procedures, policies, and standards - Evaluates Audiology Technical Support agent phone calls to identify training and quality issues, and provides supervised observation/coaching as needed - Assists with investigating and following up with customers on their complaints from start to finish, and in a timely and accurate manner - Promotes a positive work environment and excellent teamwork to ensure efficiency and accuracy of work - Runs call center reports listing agent statistics and team data, and addresses performance/compliance issues when necessary - Leads and directs in a manner which inspires employees and produces desired business outcomes - Conducts regular 1 x 1 meetings with agents, and Mid-Year and Year-End Performance reviews - Works effectively with other managers and supervisors to create maximum coordination and cooperation within the company - Provides feedback to the Audiology Technical Support Manager to identify call trends and possible product issues for new product launches and existing products in market - May perform miscellaneous tasks/projects as directed by the Audiology Technical Support Manager Qualifications - Candidate must have an Audiology Degree of M.S./M.A./Au.D. or HIS equivalent with 1 – 2 years clinical/field experience in audiological evaluations and hearing aid dispensing - Must have strong technical foundation in hearing aids - Proven history of delivering a best-in-class quality experience - Minimum of 2 years of audiology experience in a leadership role - Experience in the de-escalation of challenging customer phone calls - Teamwork, flexibility, reliability, and strong mentoring skills are required - Pleasant, friendly, professional manner, with excellent verbal and written communication skills, problem-solving skills, and strong organizational skills - Strong interpersonal, team building, and leadership skills - Proven experience facilitating virtual/remote training sessions - Experience working in a fast-paced environment with proven ability to prioritize and multitask - Experience working with and supervising a large group - Requires a positive attitude, ability to work independently or as part of a team and have a genuine interest in people and desire to help - Attention to detail and excellent follow up skills - Experience with quality assurance and auditing calls to identify performance improvement - Proven history of problem-solving, thinking outside the box, and being able to identify issues or trends - Ability to adapt quickly to changing business needs and processes - Able to successfully manage projects - Proficient in working with Microsoft Office - Must have minimum high internet speed of 50 mbps (hard wired with Cat 5 cable and router) Benefits - Medical, dental, prescription, and vision benefits - 24/7 virtual medical care - Employee Assistance Program for you and your family - 401(k) with company match - Company-paid life insurance - Supplemental insurance for yourself, your spouse/partner, and your children - Short-term and long-term disability insurance - Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care - Pet Insurance - Commuter accounts

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are hiring a Technical Support Specialist to join our growing Customer Experience team. This role reports directly to the VP of Customer Experience and establishes a dedicated first line of support within the company. You will own the support queue, ensure customer concerns are triaged in accordance with our Service Level Agreements, and act as the operational backbone of the customer support function. This is a hands-on, process driven role focused on troubleshooting workflow and configuration issues, reproducing bugs, gathering context, and documenting findings before escalating to Customer Success, Product, or Engineering. This role is ideal for someone who is process oriented, technically curious, and motivated to build something foundational within a growing company. You must be available during Eastern business hours. - Support Queue Ownership: Manage and respond to inbound support tickets through HubSpot across email and in app chat while meeting our first response SLA. - Workflow Troubleshooting: Diagnose and resolve configuration and workflow related issues within the platform, ensuring customers are using the system correctly and efficiently. - Bug Reproduction and Escalation: Reproduce reported bugs, document replication steps clearly, record videos when helpful, gather relevant context, and escalate with structured documentation to Product or Engineering. - Customer Guidance: Communicate clearly with users, translating system behavior into practical next steps. - Documentation and Process Improvement: Identify gaps in internal documentation and contribute to improving knowledge base articles and internal workflows. - Cross Functional Collaboration: Partner with Customer Success, Product, and Engineering to ensure issues are resolved efficiently and feedback loops remain tight. Qualifications - BA or BS degree or equivalent practical experience. - 1 to 2 years of experience in customer support, hospitality operations, or a customer facing role. - Early career candidates with strong problem solving ability are encouraged to apply. - Strong written communication skills with attention to clarity and detail. - Process oriented mindset with the ability to follow and improve structured workflows. - Technical curiosity and comfort navigating software platforms. - Ability to troubleshoot independently before escalating. - High ownership mentality and responsiveness during business hours. - Comfort working within HubSpot, Slack, Zoom, and related collaboration tools. Requirements - Hospitality or foodservice operations experience. - Experience supporting SaaS platforms or software products. - Familiarity with documenting bugs or recording videos for issue reporting. - Interest in process improvement or operational excellence within a growing startup. - Startup or high growth SaaS experience. Benefits - Permanent remote work flexibility. - Paid Time Off. - Health Maintenance Organization (HMO) coverage. - Annual performance bonuses. - Dedicated coaches offer an extra channel of support and skill-building. - Opportunities for professional growth.

• Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability. • Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors. • Track queue performance, call volumes, and overall system health using dashboards and analytics tools. • Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews. • Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation. • Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents. • Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.