• 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.

Role Description As a Tier 2 Support Technician, you will assist clients with technical issues via phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country. Responsibilities - Provide excellent customer service via phone and remote technical support - Walk clients through diagnostic procedures to identify and resolve errors - Communicate with vendors to request service, update, and resolve open tickets - Adhere to established methods for responding to and documenting support requests - Perform maintenance tasks on end user devices - Provide ongoing user training and self-fix solutions to clients - Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment - Handle escalations from the Tier 1 Help Desk team - Perform Tier 2 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more - Provide limited Saturday coverage as part of an on-call rotation schedule Qualifications - Excellent verbal and written communication skills - Proven time management skills - Proven reliability and the ability to work independently - Excellent customer service skills - Problem solving and troubleshooting skills - 2-3 years of tech support experience is preferred - 1-2 years of customer service experience is preferred - Bachelor’s degree in Information Technology or Computer Science is preferred

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job Description The Service Analyst II for NOC Operations is an experienced technical professional in our Standard Incident service team, leading the monitoring, troubleshooting, and resolution of infrastructure incidents across our enterprise technology ecosystem. As a strong contributor to our “Zero Wait” customer obsession initiative, this role drives rapid and effective response to system alerts, ensuring the reliability and performance of Allstate’s critical infrastructure. With demonstrated proficiency in UNIX, Storage, and Backup environments, this position also demonstrates broad versatility across Windows, Nutanix, Azure, and AWS platforms. Working within our product-centric operating model, the Service Analyst II applies deep technical knowledge and operational expertise to collaborate with Digital Product Teams (DPTs) and other Service Teams to optimize service delivery, eliminate friction points, and design automation solutions that enhance system reliability and customer experience. Technical Leadership - Serve as the primary technical escalation point for complex incidents across Storage, UNIX, and Backup technology stacks, providing expert guidance to junior analysts - Lead incident response during critical outages, coordinating actions across team members and engineering partners to drive rapid resolution - Coach and mentor Service Analyst I team members, providing technical guidance and supporting career development - Develop and maintain deep technical expertise across multiple infrastructure domains - Drive knowledge sharing across the NOC team through documentation, SOPs, and active participation in training and development sessions Service Excellence - Lead by example in proactive monitoring and rapid response to alerts across multiple technology stacks, consistently achieving strong Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) metrics - Champion “Zero Wait” principles in incident response, taking immediate and decisive action on Emergency Command Center (ECC) calls without waiting to be prompted - Critically evaluate and improve Standard Operating Procedures (SOPs) while identifying strategic opportunities to enhance processes and automate complex tasks - Lead shift turnover meetings to ensure seamless 24/7 operational coverage and comprehensive knowledge transfer - Actively contribute to and help prioritize the Service Improvement Backlog (SIB) with strategic ideas that substantially enhance service delivery and eliminate customer friction points Technical Operations - Provide advanced Level 2 support for enterprise infrastructure systems including Storage SAN, NAS and OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS), Linux (RedHat), and Backup (Rubrik) technologies, with minimal escalation required for common and moderately complex issues - Design and execute incident remediation strategies for both documented and novel problems, applying advanced technical judgment in complex or ambiguous scenarios - Lead post-incident Retrospective reviews and problem management activities, driving root cause analysis and implementing preventive measures against recurring issues - Partner closely with engineering teams to implement and validate system changes, providing strong operational perspective and ensuring readiness for production - Apply advanced techniques with monitoring tools including Netcool, Tivoli, Prism Element / Central, Datadog, and Azure Data Explorer (ADX) to proactively identify, diagnose, and prevent system issues Continuous Improvement - Analyze complex incident patterns and trends to architect automation solutions that reduce manual intervention and improve service outcomes - Develop comprehensive knowledge base strategies and ensure knowledge artifacts meet high quality standards for accuracy and usability across the NOC team - Present at service reviews and demo sessions with technology partners, showcasing NOC operational improvements and contributions - Drive the team’s KPI improvements through technical expertise, process optimization, and a continuous improvement mindset - Lead significant contributions to the NOC automation pipeline by identifying, designing, and advocating for automation solutions that improve service delivery Qualifications Preferred - 6+ years of experience in technical operations, IT support, or system administration - Advanced working knowledge of enterprise systems (UNIX/Linux (RedHat), Storage SAN, NAS and OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS), Backup (Rubrik), Windows, Nutanix) with demonstrated ability to troubleshoot complex issues - Strong understanding of incident management processes, incident / event management frameworks, and service delivery optimization - Advanced troubleshooting and analytical skills with demonstrated ability to resolve complex and novel technical challenges - Strong communication abilities, particularly during high-pressure situations and when explaining technical concepts to non-technical stakeholders - Strong understanding of automation concepts and tools (GitHub, Ansible, Jenkins, CI/CD pipelines) - Advanced scripting skills (Bash, Python, PowerShell) with the ability to develop and contribute to automation solutions - Strong skills with monitoring tools (Datadog, Azure Data Explorer (ADX)) including custom dashboard usage and alert tuning - Familiarity with AI-assisted tools for incident triage, root cause analysis, or automated remediation workflows - Familiarity with large language model (LLM) tools (e.g., GitHub Copilot, Microsoft Copilot, or similar) to accelerate documentation, scripting, and knowledge base development - Working knowledge of DevOps practices and principles with experience implementing infrastructure as code - Leadership experience in a 24/7 operational environment Growth Path This position offers clear pathways to advance into senior technical or leadership roles, including: - Service Analyst III roles with deeper technical specialization and formal mentoring responsibilities - Service Consultant roles focusing on complex technical solutions and automation - Technical leadership in specialized infrastructure domains - Service management roles with people leadership responsibilities #LI-CJ1 Skills Building Architecture, Cloud Infrastructure, Computer Science, Infrastructure as a Service (IaaS), Process Improvements, Services Management, Software Development Life Cycle (SDLC), System Administration Compensation Compensation offered for this role is 75,100.00 - 126,325.00 annually and is based on experience and qualifications. The candidate(s) offered this position will be required to submit to a background investigation. Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact. Allstate generally does not sponsor individuals for employment-based visas for this position. Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance. For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance. To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs. To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint. It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.