• Lead global support operations across North America (US/Canada), UK, Australia, US, Ireland, and Vietnam • Manage multi-shift support coverage and follow-the-sun models as required • Define, monitor, and continuously improve SLAs, KPIs, and performance scorecards • Oversee ticket triage, prioritisation, quality of resolution, and customer satisfaction globally • Act as the final escalation point for complex technical or operational issues • Foster a strong customer-service culture with high operational discipline • Own the full lifecycle of Windows, macOS, and mobile devices • Lead enterprise device management using Intune, Autopilot, and JAMF • Ensure consistent baselines for patching, configuration, compliance, and endpoint security • Oversee EDR, anti-malware, encryption, and secure policy enforcement • Drive automation for provisioning, deployment, monitoring, and remediation • Maintain hardened endpoint standards aligned with SOC 2 and ISO 27001 controls • Own global incident response from detection through resolution and recovery • Lead structured root cause analysis and ensure corrective actions are implemented • Partner with Security, Engineering, and Product to reduce operational and security risk • Coordinate change readiness, communications, and release impact management • Establish and maintain standards for support documentation, runbooks, and workflows • Lead continuous improvement of knowledge bases and internal wikis • Drive adoption of support automation, self-service tooling, and support bots to reduce ticket volume • Implement repeatable processes that ensure consistency across regions • Manage vendor contracts, renewals, SLAs, and performance reviews • Oversee device procurement, inventory planning, lifecycle management, and secure deprovisioning • Optimise vendor cost, quality, and service alignment • Own invoice tracking and reconciliation related to support tooling and hardware • Strengthen the support organisation’s observability and reporting posture • Own dashboards, operational analytics, and performance reporting to leadership • Use data analysis (e.g. SQL-based reporting, SSRS, observability tooling) to identify trends and improvement opportunities • Provide data-driven recommendations to improve service quality and reduce recurring issues • Partner with Engineering, Product, Security, and Business Operations to improve end-user experience • Provide project management and coordination support for rollout of new tools, applications, and systems • Collaborate with HR, Finance, and People & Culture on onboarding and workforce enablement • Lead and mentor regional Support Services teams across Canada, UK, and Australia • Provide coaching, regular 1:1s, feedback, and career development support • Build training programs and clear growth pathways for support engineers • Promote a culture of ownership, empowerment, and continuous improvement • Oversee queue health, backlog management, capacity planning, and workload balancing • Continuously improve ticket workflows, escalation paths, and communication practices • Maintain up-to-date runbooks, operational documentation, and service workflows • Foster strong feedback loops with engineering and builder teams • Ensure timely provisioning of hardware, applications, identity access, and support materials • Oversee secure offboarding, including device return, access removal, and data protection • Improve automation and HRIS integration designs to maintain a reliable source of truth • Deliver white-glove onboarding for executives and high-impact roles

• You will be responsible for leading the Integrations & Partnerships Engineering team within the Salon Ops domain of our product, including their overall health, productivity and impact. • You will work with Engineering Managers, Product Leads and other key stakeholders to understand and shape the overarching strategy. • You will work with your team to ensure an appropriate balance of new capabilities and technical maintenance is being carried out within each development cycle so that the technical health of the platform is conserved as the platform evolves • Help identify bottlenecks within the team, improve working processes, and ensure software delivery best practices are being used to our advantage • You will be responsible for tracking the progress outwards to the wider teams, ensuring new capabilities are released on time and to the required quality standards • You will champion the observability strategy within your team ensuring relevant service level objectives(SLOs) are set to measure and improve the system’s reliability. • Your team will have the correct monitoring tooling in place and proactively identify and address issues. • Drive a culture of quality within the team by establishing rigorous processes and methodologies. This will include maintaining high code quality standards, defining and implementing automated testing strategies and ensuring comprehensive test coverage for both new features and existing functionality. • There is going to be hands-on work here, as a leader of this team you are going to need to understand how things work, there will be times when you will need to contribute to the team's work, review code and support them in designing and building complex distributed systems. • You’ll help guide your team to design technical solutions that are appropriate in terms of scale, resilience and reliability. • You will have direct people management responsibilities for a scrum team. This will require you to: Have regular 1 to 1s with each person to ensure they are happy and engaged in their work, as well as to coach them through any problems they are wrestling with Provide regular feedback and periodic performance reviews Understand each person’s long-term aspirations, helping them to set goals and carve out opportunities for growth in their career that are aligned with those goals. • You will attend regular Product and Engineering management meetings, where you will have the opportunity to influence decisions that affect the entire engineering group. • You will report to the Head of Engineering of the Consumer group providing regular updates on progress and strategy while sharing any challenges the team may be facing where support is required. • You will help build our engineering brand by both talking about and sharing blog posts on the amazing work we do.

Role Description We are seeking a hands-on Engineering Manager to lead the design, development, and delivery of production-grade APIs, integrations, and AI/ML-enabled services. This role serves as the technical anchor for the API & Integration Platforms team—balancing leadership with active engineering contributions. - The ideal candidate will drive architecture, mentor engineers, build proof of concepts, and ensure systems are secure, compliant, scalable, and high-performing—particularly within healthcare-focused environments. What Makes This Role Unique - Acts as a hands-on technical leader, not just a people manager - Directly influences secure, compliant systems impacting real-world outcomes - Operates at the intersection of healthcare standards, engineering rigor, and innovation Key Responsibilities - Technical Leadership & Engineering: - Lead end-to-end architecture and development of APIs, microservices, and integration pipelines - Contribute directly to code, system design, and troubleshooting complex issues - Perform code reviews and uphold engineering best practices - Build scalable, cloud-native solutions using Azure, Docker, and Kubernetes - AI, Automation & MLOps: - Implement MLOps practices for model deployment, monitoring, and lifecycle management - Develop proof of concepts (PoCs) to validate new technologies and AI-driven solutions - Team Leadership & Mentorship: - Lead and mentor a team of engineers, fostering ownership and continuous improvement - Serve as the escalation point for technical challenges and guide solution delivery - Cross-Functional Collaboration: - Partner with Product, Architecture, Cloud, and Security teams to define integration strategies - Translate complex technical concepts into clear communication for stakeholders - Security & Compliance: - Ensure alignment with healthcare standards including HIPAA and PHI/PII requirements - Apply interoperability standards such as FHIR, HL7, and EDI where applicable Qualifications - Bachelor’s degree in a related field (Master’s preferred) - 8+ years of software engineering experience - 3+ years in a senior or leadership engineering role - 2+ years of hands-on experience with AI/ML or related integration frameworks - Strong experience with Python and/or Node.js for API development - Proficiency with Microsoft Azure ecosystem - Experience designing REST/GraphQL APIs, microservices, and event-driven systems - Knowledge of authentication/authorization (OAuth2, JWT, Entra ID) - Familiarity with MLOps tools (Azure ML, MLflow, Databricks) - Experience with healthcare interoperability standards (FHIR, HL7, EDI) strongly preferred - Prior experience in healthcare or API-heavy environments required What We’re Looking For - Strong technical leadership with a hands-on mindset - Experience building and scaling AI/ML-enabled systems - Deep understanding of cloud architecture and modern API ecosystems - Ability to operate in a high-compliance, healthcare-driven environment

• Lead a team of senior backend and full-stack engineers in LATAM • Provide technical direction, coaching, and feedback while maintaining a high bar for execution and ownership • Partner closely with Product, Risk, and Compliance to deliver systems that work in regulated, real-world environments • Remain actively involved in architecture, system design, and critical code paths • Review production code, guide technical decisions, and help resolve complex incidents • Ensure systems are designed for scale, reliability, and operational clarity • Contribute to the design and evolution of cards and payments platforms, including transaction flows, integrations, and supporting services • Apply your Cards-as-a-Service (CaaS) experience to anticipate edge cases, failure modes, and scaling challenges • Translate evolving requirements and cross-time-zone inputs into clear execution plans • Identify and remove bottlenecks in delivery, tooling, and processes • Help teams operate more autonomously through better documentation, SOPs, and technical standards