• Provide technical support to users in a fully remote setup • Troubleshoot issues via Teams, phone, and email • Maintain and document support calls • Collaborate with cross-functional teams as needed • Assist in the management of IT infrastructure and operational support • Ensure adherence to ITIL processes and best practices

• Investigate and resolve customer-reported and proactively detected bugs across backend and frontend systems, identifying root causes and implementing fixes • Monitor dashboards, logs, and alert systems to detect issues early and perform proactive health checks across critical workflows • Validate new feature releases in staging and production environments, identifying errors and ensuring quality before and after deployment • Support technical onboarding and implementation for new customers, including data validation, integrations, and issue resolution • Document root causes, resolutions, and recurring issues while contributing to knowledge bases, playbooks, and internal documentation

• The primary focus of the position will be on Braiins OS (Linux-based bitcoin mining firmware) and Braiins Manager (cloud-based solution for monitoring and controlling bitcoin mining operations). • You will work in cmd.exe, use Ubuntu and Linux command line, navigate API setups and remotely connect to our clients’ networks. • You will contribute to both public and private knowledgebases to ensure effective knowledge sharing. • You will help clients to install, configure it and troubleshoot any issues regarding our products (both technical and non-technical) while educating them on our products and their features. • You will be in day-to-day contact with numerous significant players in the bitcoin mining industry addressing their Braiins-related needs. • You will engage in continuous knowledge sharing with product and development teams, relaying customer feedback, and contributing to service improvements. • Willingness to travel to data centers to onboard and support clients on-site is a plus.

Role Description Clinical Ink is seeking a Product Support Analyst I to join our Product Support team based remotely across the United States! The Product Support Analyst I will be responsible for providing exceptional support to end users via email, phone, and chat. This specific position will have working hours from Monday to Friday; 12:00 PM - 9:00 PM ET. - Provide service to end users by collecting accurate information to categorize and prioritize requests appropriately, and determine the quickest and best method of resolution in the form of support tickets. - Create, respond to, and manage tickets via email, voicemail, or phone call within the established timeframes. - Manage users’ expectations in a professional, knowledgeable, and persuasive manner while using good customer service and good clinical practices (GCP). - Provide exceptional tier I product support and solutions to external users’ problems and requests. - Own issues from receipt through closure with an appropriate sense of urgency for exceptional customer service and optimal time to resolution. - Communicate urgent customer situations when further assistance is needed; escalate appropriately, quickly, and effectively both internally and externally. - Assist other Product Support Agents when needed/possible to facilitate timely resolutions to all issues presented. - Collaborate with colleagues and Management to continuously improve and ensure a remarkable end-user experience. - Provide input and feedback on departmental “living documentation” in the form of Wiki comments, how-to articles, and other documents. - Work with and as a team, to provide world class support to end users and customers. Qualifications - Associates degree and at least 1 years’ experience in a busy, customer-focused IT support role, or equivalent experience. - Ability to work Monday to Friday, 12:00 PM to 9:00 AM ET. - Proven ability to solve problems in a logical, quick, and efficient manner. - Ability to learn a variety of technical topics quickly, including how systems function & the roles they perform from the user perspective. - Effective work prioritization and the ability to work under pressure. - Outstanding verbal and written communication skills. - Driven customer service ethos. - A keen interest in IT, from home hobbyist to IT professional. - Knowledge of Windows 7, 8, and 10. - Helpdesk ticketing system(s) experience (such as Salesforce Service, etc.). - Experience with basic networking and Wi-Fi preferred. - An understanding or hands-on experience with SQL and/or JSON a plus. - Cisco CCNA or Microsoft MCSE a plus. - Experience using an MDM or remote monitoring & management tools preferred. - Experience working with vendors and/or integration partners preferred. Company Description Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in the United States and Denmark, Clinical Ink is rewriting the clinical development experience.