• As one of the early team members, build our support infrastructure and practices while handling customer cases: • Develop and maintain knowledge-base articles, runbooks, and support tooling that document common issues, best practices, deployment patterns, and performance tuning. • Contribute to metrics around support response-times, resolution times, customer satisfaction, and help build a scalable support organization as we grow. • Work proactively: identify recurring issues, escalate product bugs or UX gaps, propose improvements in the support process, and advocate for the customer in the roadmap. • Serve as one of the primary technical points of contact for our customers: troubleshoot issues, respond to escalations, and guide customers through full lifecycle support for large-scale deployments of LanceDB. • Work in close collaboration with our engineering and product teams to reproduce issues, debug root causes, propose remediation, and drive fixes or enhancements. • Dive deeply into distributed database internals: query execution, storage engine, indexing, sharding, replication, fail-over, and cloud orchestration (Kubernetes, serverless-style deployments). • Use and contribute to Rust codebases: reproduce customer environments, inspect logs, build diagnostic tools, run instrumentation, apply patches and configuration changes.

Resolve complex technical issues within a software platform while delivering empathetic support to customers. Collaborate with internal teams to master product intricacies and adopt AI tools to enhance efficiency and communication.

Aston Carter is looking to hire a Support Coordinator. This position offers remote flexibility with an industry leading company! Job Description: The Investigator Support Coordinator is responsible for the communication and support of investigative sites including managing incoming and/or outgoing telephone contact. The coordinator will also resolve accession holds as assigned by working with sites project management and data revision personnel. The coordinator will provide results to site staff by telephone or fax. - Notifying investigator sites sponsors and affiliates of laboratory results sponsor determined flags and test cancellations as defined in the Statement of Work SOW - Monitoring tracking and resolving accession holds and informing the Supervisor and the associated Project Manager of any delays - Updating the database with appropriate information and informing personnel of additional testing needs. - Supporting sites and sponsor with project related questions via phone and email - Effective and timely adherence to management communications meetings and Standard Operating Procedures SOP - Assisting and supporting in the implementation of global processes and procedures - Tracking and reporting metrics as determined by management in the agreed timelines - Documenting all service failures resolving and escalating to management when appropriate resolution is incomplete - Acting as a liaison for both internal and external clients - Communicating investigator site needs when new policies or procedures are discussed - Instilling a culture where patient safety is top priority - Promptly addresses patient safety issues and escalates as needed for resolution - Ensuring the investigators needs are explored prior to implementation of new processes and procedures Skills & Qualifications: - Fluency in English Spanish - Ability to work 10am - 7pm EST shift - Ability to work 1 Saturday a Month - Strong job tenure (need 1 year in each role, prefer no more than 3 jobs in 5 years) - Customer service skills - Self-motivated with strong verbal skills - Attention to detail and good organizational skills If interested please apply below! Job Type & LocationThis is a Contract position based out of Indianapolis, IN. Pay and BenefitsThe pay range for this position is $21.00 - $22.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Mar 30, 2026. About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

Job Description: The Service Coordinator’s purpose is to provide a positive, warm and welcoming response to all communications received from clients by phone and email. They help organize and facilitate the flow of work through the Service Department, including the managing of tickets, scheduling of on-site technical resources, monitoring of all work on each Service team, holding teams accountable for work not being completed in a timely fashion, and entering new work into the ticketing system for completion by Service. Job Responsibilities: - Answer incoming calls during shift hours and coordinate support tickets while ensuring coverage and client satisfaction. - Triage tickets properly by ensuring contacts, types, subtypes, priority, resource, and detailed ticket summary, etc. are accurate. - Adherence to Standard Operating Procedures (SOPs) relating to ticket creation. - Coordinate dispatch of onsite resources as needed. - Follow procurement process with incoming equipment for service tickets. - Auditing and closure of completed tickets. - Perform follow-up when a client requests an update. - Use ConnectWise to create, review and manage service tickets for the entire Service Department. This includes editing tickets, handling workflows, changing ticket statuses, and coordinating with internal staff to identify specific issues or problems preventing work from being completed. - Regular review of all current Service Department tickets, to include responding to email-originated tickets to let the customer know it has been received, to identify high-priority tickets and notify the appropriate Service staff, and to identify tickets which are not being handled promptly. - Use internal and external knowledge bases and resources to research and resolve issues independently, as well as to assist in documenting coordinator procedures and policies. - Help the team identify trends, follow up on patterns, and address gaps in ticket handling. - Complete any other tasks as assigned by ITS management. Job Qualifications: - Strong written and verbal communication skills - Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. - At least 6 months of Customer Service Experience. - Culturally Fit. - Experience with Managed Service Providers (MSPs) is highly desirable. - Flexible to work during daytime or after hours - Pacific Standard Time. Job Requirements: - A home office set up that meets the following: - Computer: A working computer with a minimum of 8GB RAM and one of the following: - Windows 11 with an Intel i5 or i7 (8th generation or newer), or - AMD Ryzen 5 or 7 (2000 series or newer), or - macOS 12 or newer. - Internet: Stable internet connection with at least 5 Mbps download and upload speeds. - Audio Equipment: A quality headset with a noise-cancellation feature for meetings. - Mobile Device: A smartphone capable of installing the Microsoft Authenticator app. - Webcam: An HD webcam for video calls. - A very strong cultural fit the ITS way (Our core values will be discussed during the interview) - Excellent command of the English language both spoken and written - Able to pass our online behavior and cognitive assessments. - Able to provide NBI Clearance (for PH applicants). Compensation: Pay rate starts at $4.00/hr and vary by experience and location. Benefits: - Paid US Holiday - Night Shift Bonus - Paid Time Off (15 Vacation Days per year) - Comprehensive Health Plans / HMO (Employee & Dependent/s) - Life and Accident Insurance - Accident and Disability Coverage - Company-paid training and certification - Health & Wellness Program - Dental & Vision - Salary Advancement You have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job). Then, someone from our team will reach out to you as soon as possible.: Step 1: Please go to this link for a short technical quiz: PRE-EMPLOYMENT ASSESSMENT Step 2: Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW