Role Description - Serve as the primary escalation point for complex technical issues that require in-depth troubleshooting and resolution. - Provide advanced technical support while maintaining a customer-first approach—empathetic, accurate, compassionate, responsive, resourceful, and detail-oriented. - Conduct thorough investigations of escalated issues, replicating problems as needed and collaborating with internal teams for resolution. - Work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations. - Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency. - Continuously learn, master, and share technical knowledge. - Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues. - Perform testing and validate bug fixes from Engineering team. - Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions. - Ensure timely follow-ups and updates to customers on escalated cases, maintaining transparency throughout the resolution process. - Stay updated on product updates, system changes, and new features to enhance troubleshooting capabilities. - Perform other support-related tasks as assigned. Qualifications - 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting in a SaaS or similar environment. - Strong background in customer service and technical problem-solving. - Proven ability to diagnose and troubleshoot complex SaaS applications. - Proficiency in using Zendesk or similar ticketing and chat support systems. - Solid understanding of HTML, JavaScript, CSS, and RESTful APIs. - Experience working with SaaS integrations and debugging API-related issues. - Familiarity with database queries (SQL) for troubleshooting (a plus). - Experience using Datadog or other logging platforms for log analysis (a plus). - Experience working with engineering teams to report and resolve product bugs. - Familiarity with HR systems (a plus). Benefits - Full time employees. - Competitive compensation. - Adherence to government-mandated benefits. - Retirement Savings Program with Company Matching. - Life Insurance. - HMO on day 1. - Paid time off, birthday leave. - Bonus and incentive plans. - Opportunities for skills training and personal and professional development. - Employee Referral Program.

• Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems • Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products • Learn and share the latest AI/ML technologies with the team across regions (China and the US).

Act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using CensiTrac products. This includes handling any customer CensiTrac issues and documenting all communications until case resolution. Responsibilities: - Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac - Independently solve and research complex technical and application-related customer inquiries by phone and email - Facilitate the customer concern to higher tiers - Coordinate with clients and appropriate internal departments to ensure clients are properly serviced - Develop and maintain an in-depth understanding of the CensiTrac product suite - Participate in (after-hours) on-call rotation - Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners) - Participate in process-improvement projects in the Technical Support department Qualifications: - Associates or bachelor’s degree in related area or equivalent experience - 1-3 years of customer support, SaaS preferred - 1-3 years Healthcare/SPD experience preferred - Proficient in the use of Microsoft Office products - Excellent presentation, writing, organizational, analytical, and problem-solving skills - Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred Interpersonal Skills / Characteristics: - The Technical Support Specialist must be customer obsessed, a dedicated team player, and possess a “hands-on” approach and “can-do” demeanor. - This person will be an excellent communicator with telephone etiquette and possess good interpersonal and listening skills. - The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative. Strong problem-solving skills and the ability to multi-task are a must. Travel: - Position is remote but must be able to travel on-site to client locations or to the home office in Franklin, TN 2-3 times/year. #LI-AG2 #LI-Remote Fortive Corporation Overview Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care. We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating. Fortive: For you, for us, for growth. About Censis Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. Pay Range The salary range for this position (in local currency) is 35,700.00 - 66,300.00

Role Description We are seeking an experienced Amazon Connect Specialist to join our team. This role will involve designing, deploying, and managing Amazon Connect-based contact center solutions, ensuring optimal performance and a seamless customer experience. The ideal candidate will have end-to-end expertise in the configuration, integration, and administration of Amazon Connect and the ability to collaborate with business stakeholders to deliver innovative contact center solutions. Qualifications - 7+ years of experience in relevant field - Hands-on experience with Amazon Connect, including configuration, building user-friendly call and chat flows with automation capabilities - Proficiency in Amazon Connect Voice and Chat flows, Queues, Routing Profiles, Contact Lens, Step by Step Guides, Amazon Q for Connect, Agent workspace, Customer Profiles and cases - Strong understanding of IVR design, call routing, and skills-based routing within Amazon Connect - Strong written and verbal communication skills to interact with internal teams and customers effectively Requirements - Design, configure, and deploy Amazon Connect contact center solutions, including routing, IVR, and queue management - Integrate Amazon Connect with external systems, CRM tools (e.g., Salesforce, ServiceNow), AWS services (e.g., Lambda, S3), databases, and other backend systems - Experience architecting an end-to-end omnichannel cloud contact center with Amazon Connect, Lex, Pinpoint, and other AWS services - Proficient in AWS Lambda, API Gateway, and other serverless services - Ability to implement test scripts to confirm quality, reliability, and efficiency of technologies - Experience designing disaster recovery mechanisms and handling scalable architecture - Familiarity with scripting languages such as Node.js or Python for creating AWS Lambda functions - Monitor and troubleshoot the performance of the Amazon Connect environment - Conduct regular performance reviews and ensure compliance with industry standards and security requirements - Experience in CTI integration with CRM - Leverage AWS Lambda, Amazon Lex, and other AWS tools for process automation - Create and maintain documentation for Amazon Connect solutions and workflows - Provide training and support to users and administrators on the operation and troubleshooting of the system Benefits - Make an impact at one of the world’s fastest-growing AI-first digital engineering companies. - Upskill and discover your potential as you solve complex challenges in cutting-edge areas of technology alongside passionate, talented colleagues. - Work where innovation happens - work with disruptive innovators in a research-focused organization with 60+ patents filed across various disciplines. - Stay ahead of the curve—immerse yourself in breakthrough AI, ML, data, and cloud technologies and gain exposure working with Fortune 500 companies. - If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!