• Monitor infrastructure and respond to system alerts. • Perform initial diagnosis and troubleshooting of infrastructure issues. • Work independently or collaborate with the on-duty DevOps engineer to resolve incidents. • Create and improve monitoring rules and alerting systems. • Perform basic DevOps tasks to support infrastructure reliability. • Maintain documentation for incidents, processes, and monitoring improvements. • Contribute to operational stability and continuous infrastructure improvement.

• Monitor infrastructure and respond to system alerts. • Perform initial diagnosis and troubleshooting of infrastructure issues. • Work independently or collaborate with the on-duty DevOps engineer to resolve incidents. • Create and improve monitoring rules and alerting systems. • Perform basic DevOps tasks to support infrastructure reliability. • Maintain documentation for incidents, processes, and monitoring improvements. • Contribute to operational stability and continuous infrastructure improvement.

• Deliver comprehensive technical support via helpdesk, telephone, email and secure remote access tools. • Perform software installation configuration and ongoing support across a diverse global customer environment. • Support global iTS regions when required, maintaining consistent standards and collaborating closely with the wider European support team. • Assist with technical and functional presales queries. • Occasionally travel to customer sites in the DACH region to perform onsite installations and deliver technical training. • Document support cases, installation activities, and technical findings accurately within internal systems, contributing to the knowledge base and continuous product improvement. • Replicate and diagnose customer issues in internal virtual test environments , escalating complex issues to vendors when necessary. • Deliver internal and external training, demonstrations, webinars, workshops, and technical enablement sessions as needed.

• Resolve escalated support tickets across NeuroFlow's product portfolio, navigating product-specific technical nuances including EHR integrations, data workflows, and platform configurations • Diagnose and troubleshoot advanced technical issues spanning software configurations, • API integrations, SSO implementations, and user-reported defects • Maintain 98%+ first response SLA compliance (8-hour target) while managing competing priorities across product lines • Triage and route issues to appropriate engineering teams, translating customer problems into actionable technical requirements • Partner with engineering to reproduce, document, and validate defect fixes • Participate in defect triage meetings, advocating for customer impact and priority • Surface recurring technical issues and customer friction points to inform product roadmap • Create and maintain multi-product knowledge base articles to drive user adoption and self-enablement • Document product-specific technical patterns and common resolution paths to reduce repetitive escalations • Track and analyze support trends to identify systemic issues requiring engineering attention • Translate complex technical concepts into accessible language for non-technical audiences • Manage customer expectations during extended troubleshooting or engineering escalations • Educate customers on technical best practices to prevent recurring issues.