• Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction. • Troubleshooting Complex Technical Errors: Lumos rolls out new product features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed. • Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development. • Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

• Collaborate with public sector organizations and United States government agencies to support, maintain, and resolve complex issues in their GitLab environments using tools like Zendesk, email, merge requests, and video conferencing. • Troubleshoot customer environments as a hands-on Linux administrator, digging into logs, system performance, and the GitLab codebase to identify and remediate root causes. • Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to clarify bug reports, shape product improvements, and contribute merge requests that address customer-impacting issues. • Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues. • Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams to share knowledge and improve support processes. • Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient. • Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments. • Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions.

• Provides end user support to users of EMRs, specifically Homecare Homebase. • Provides technical assistance by responding to inquiries regarding errors, problems, or questions with the program documenting and following to resolve in a timely manner. • Assists with creating user documentation. • Writes and maintains functional training materials. • Assists with installing upgrades to Patient Management Software under direction of the supervisor. • Tests enhancements that are provided by software vendor to verify workflows and process logic are correct. • Works with software vendor on complex problems to find resolution for the end user. • Establishes timelines and works with various project teams in other departments. • Serves as liaison between team members and functional area management. • Trains end users in a classroom and/or web based environment. • Monitors and reports performance of systems. • Oversees small and intermediate projects. • Assists with coordinating delivery of new enhancements to users. • Participates in on-call duties. • Performs other duties as assigned.

• Provides responsive and effective end-user support for the organization's Patient Management Software, addressing queries, errors, and problems promptly. • Responds to inquiries with a meticulous approach, documenting and following through to resolve issues in a timely manner. • Assists in creating user documentation and maintaining functional training materials, contributing to the knowledge base for end users. • Conducts training sessions in both classroom and web-based environments. • Assists in the installation of upgrades to Patient Management Software under the direction of a supervisor. • Tests enhancements provided by the software vendor to verify correct workflows and process logic. • Collaborates with the software vendor to address complex problems, working towards effective resolutions for end users. • Establishes timelines and collaborates with various project teams across departments, ensuring alignment with organizational objectives. • Acts as a liaison between team members and functional area management, fostering clear communication channels. • Monitors and reports on the performance of systems, proactively identifying areas for improvement. • Oversees small and intermediate projects, ensuring timely completion and adherence to project goals. • Assists in coordinating the delivery of new enhancements to users, ensuring a smooth integration process. • Performs other duties as assigned.