• Responsible for the installation, support, troubleshooting, repair, and maintenance of all products • Provide technical support to end-users • Troubleshoot, diagnose, and repair all Intuitive products and associated equipment

• Responsible for technical customer support experience within the Wiz product • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams • Identify cases that require escalation (either technically or strategically) • Create, maintain, and coordinate incident management requests to product or engineering • Design and implement solutions that scale the support offering through automations • Participate in on-call rotation for after-hours, holiday, weekend support coverage

• Develop and optimize AI-assisted workflows such as chatbots, automated triage, response suggestions, and deflection flows • Build feedback loops that use QA data to identify issues, analyze root causes, and continuously improve AI workflows and member experience • Lead cross-functional AI and tooling initiatives with Member Experience and Customer Experience Technology teams, from discovery to rollout • Own initiatives that measurably reduce resolution times and improve member experience • Analyze member feedback to identify areas for improvement using our existing automation tool stack • Incorporate machine learning, AI, and automation into the support workflow • Work closely with Product and Engineering teams to translate frontline feedback and AI tooling performance data into clear product requirements and drive roadmap prioritization • Partner with Training team to ensure support teams are enabled on AI tooling through clear requirements, robust documentation, and structured feedback loops • Conduct regular performance reviews of AI tools, identifying trends, anomalies, and areas of underperformance, translating findings into actionable recommendations • Use data to build the business case for new tooling investments or workflow changes, communicating ROI clearly to cross-functional stakeholders • Partner with Data and Analytics teams to ensure MX metrics are accurately captured and accessible across the organization

Req ID: 364510 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a LIMS Support Engineer to join our team in Morris Plains, New Jersey (US-NJ), United States (US). In this Support Engineer role, provide application support for Laboratory Information Management Systems (LabVantage or LabWare). Ensure stable operations across QC, R&D, and manufacturing labs by addressing incidents, resolving defects, managing changes, supporting integrations, and coordinating with business and IT stakeholders in regulated (GxP) environments. Key Responsibilities - Provide L2/L3 incident resolution for LIMS applications (LabVantage or LabWare). - Diagnose and resolve configuration issues, workflow errors, sample lifecycle problems, and data inconsistencies. - Conduct detailed root-cause analysis and implement permanent fixes. - Maintain LIMS master data, workflows, templates, and stability modules. - Support version upgrades, patches, and environment maintenance. - Assist laboratory users with operational questions, access issues, and data troubleshooting. - Support integrations between LIMS and instruments, SAP/ERP, middleware, and APIs. - Troubleshoot interface failures (REST/SOAP APIs, ETL jobs, instrument connectors). - Support CSV documentation, change control, IQ/OQ/PQ impact checks, and audit readiness. - Ensure compliance with GxP, 21 CFR Part 11, and ALCOA+. - Coordinate with QA, Lab Operations, Infrastructure, and DevOps teams. - Provide user training and create SOPs, release notes, and support documentation. Required Skills - 8+ years of LIMS support or development experience. - 8+ years of hands-on skills in LabVantage (Java/Groovy) or LabWare (LADL, LIMS Basic). - 8+ years of strong SQL skills (Oracle/SQL Server/PostgreSQL). - Understanding of QC/R&D workflows and regulated environments. - Strong problem-solving and communication skills. Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $87,120 - $181,500. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. #LI-NorthAmerica About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.