• Provide ongoing support for AWS-based technology platform • Build and maintain working knowledge of AWS services • Coordinate with Client Success teams to troubleshoot technical issues • Collaborate with Product Management and Engineering teams to resolve product-level problems • Write and maintain technical playbooks and documentation • Prepare detailed incident reports and post-mortems • Provide on-call support with defined response time commitments • Scale availability during release schedule spikes

• Deliver definitive fixes for complex technical challenges between Support and Engineering. • Transform technical friction into growth by providing insights that drive software improvement. • Protect the user experience through product mastery, ensuring escalations are handled well. • Perform root-cause analysis on complex, high-impact issues. • Manage escalations with urgency, balancing urgent and long-term projects. • Collaborate with Developers and Product Managers to prioritize hotfixes. • Translate complex resolutions into actionable documentation for Tier 1 and Tier 2 teams. • Communicate complex technical failures clearly to client stakeholders.

• Conduct deep-dive root cause analysis for escalated technical issues • Investigate high-level escalations by interrogating application logs, auditing system workflows, and performing code-level reviews • Diagnose and resolve HL7 and API failures • Translate sophisticated technical findings into actionable, developer-ready bug reports • Author technical documentation and advanced Knowledge Base articles to empower Tier 1 and 2 teams

• Receives and records incident related information using a variety of tools, techniques and procedures. • Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. • Uses judgment within defined practices and procedures. • Maintains customer relationships by handling their questions and concerns with speed and professionalism. • Actively contributes to a knowledge base that improves the effectiveness of the team.