• 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.

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