• In Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations. • Understanding of business requirements for our different customers and how they can be solved through AI Studio. • Participate in the software development lifecycle to learn the new system/feature. • Responsible for resolving the ticket queue through Zendesk. • Coordinating and leading troubleshooting through incident management. • Creating documents and maintaining our internal knowledge base. • Improving our internal processes between teams and support. • Assist and own production setups in client environments . • Own and report SLA and other key metrics. • Participate in a 24x7 rotational shift.

• Diagnosticar y configurar servidores con sistemas operativos Linux y Windows. • Proporcionar asistencia técnica a usuarios, realizando seguimiento y resolución de incidencias reportadas. • Documentar los casos atendidos y los cambios realizados, asegurando la trazabilidad de las soluciones aplicadas. • Coordinarse con el área de infraestructura y el soporte de primer nivel para escalar o resolver problemas en conjunto. • Analizar y resolver reclamaciones técnicas complejas, aplicando criterios de mejora continua. • Garantizar el cumplimiento de los estándares de calidad en las intervenciones y tareas ejecutadas. • Colaborar en la mejora de procedimientos internos y documentación técnica. • Identificar incidentes masivos, documentarlos correctamente y realizar aportes de valor en su resolución. • Participar activamente en reuniones del equipo y proponer mejoras en procesos técnicos.

Role Description We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will: - Investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. - Enjoy deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. - Support global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities - Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. - Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. - Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. - Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. - Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You’ll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Qualifications - Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. - Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues. - Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. - Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers. - Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution. - Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues. Nice to Have - Experience participating in incident response, production alerting, or on-call rotations in a live production environment. - Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues. - Experience supporting or operating within SaaS or cloud-based platforms. - Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. - Comfort analyzing application logs, system metrics, and traces to diagnose production issues. - Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows. - Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. Benefits - A range of medical, dental and vision benefits. - Stock options for all full-time employees. - Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. - A 401(k) plan with company match, life insurance, plus long- and short-term disability. - The opportunity to directly improve medical care and impact patient outcomes. Company Description Aidoc is revolutionizing clinical decision-making with real-time clinical AI imaging solutions, impacting over 60 million patients annually. Our technology empowers physicians to diagnose urgent cases, ultimately improving patient outcomes. Since our founding in 2016, Aidoc has secured over $370 million in funding and was recognized as one of TIME’s 50 most genius companies.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Application Support Engineer About the Role We are seeking a Healthcare Application Support Engineer with strong experience in data conversion, SQL-based systems, and ETL support within regulated healthcare environments. This role focuses on healthcare data migration, system integration, reporting support, and ensuring data integrity during go-live and post-go-live phases.  The ideal candidate will have hands-on experience with SQL Server, SSRS, basic SSIS, and experience supporting Microsoft-based healthcare or financial applications. Responsibilities  - Support and execute all data conversion and data mapping activities prior to go-live - Develop, test, execute, and document repeatable data migration and transformation processes - Create and maintain detailed data mapping documentation and version-controlled artifacts - Collaborate with vendors, IT teams, and business stakeholders to gather and analyze requirements - Understand healthcare workflows and how modules integrate across systems - Perform business data analysis to validate accuracy, completeness, and compliance - Develop and maintain SSRS reports; support basic SSIS packages for data transformation - Provide post-go-live production support and troubleshoot data-related issues - Assist in managing ETL deployments in collaboration with DevOps teams - Ensure adherence to project timelines and milestone commitments - Document data quality issues and recommend remediation strategies Requirements  - 4+ years of IT experience - Strong working knowledge of Microsoft SQL Server (T-SQL, data validation, performance tuning) - Understanding of SSRS; basic working knowledge of SSIS - Familiarity with ETL methodologies and data transformation processes - Experience working with data-driven applications and system integrations - Understanding of DevOps practices including version control and CI/CD support - Strong troubleshooting and analytical skills - Ability to manage multiple priorities in a fast-paced environment - Experience in regulated environments (Healthcare or Financial Services preferred)   Preferred Qualifications   - Experience supporting Microsoft Dynamics GP or Dynamics 365 applications - Microsoft Certified Professional or Microsoft Dynamics Certifications (Financials, Reporting, or Integration) - Experience with healthcare billing, claims, or financial system integrations. Flexible Working  At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.   In this role, you can expect the following working conditions:  - Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday. Working For You  Perks and rewards designed for you:  - Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.  - Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.  Join Us  At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:     Bring your authentic self to work   Grow and thrive, both personally and professionally   Make a difference with our clients, in our communities, and with the millions of people we support     When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!      Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information.  For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $96,250 - $125,000 Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.