• Manage inquiries across all service channels (phone and email) for our global client base, ensuring timely responses and end-to-end resolution for clients in accordance with client-defined Service Level Agreements (SLAs). • Accurately document incidents, requests, resolutions, and client requirements while providing clear explanations of technical concepts to both technical and non-technical stakeholders. • Triage complex, technical escalations from clients and internal teams. • Use CS documentation, test accounts, and in-depth knowledge of the Entersekt product suite to resolve issues promptly. • Investigate and troubleshoot transaction failures and product-related issues through reproduction, user testing, log analysis, and code interpretation. • Execute incident management processes, including sending notifications and providing technical troubleshooting during system-wide issues. • Act as point of escalation for incidents, leveraging Infrastructure Monitoring tools and systems (for example, Zabbix, Grafana, etc.) to acknowledge and investigate outages. • Collaborate with internal teams to document incident causes and corrective actions. • Contribute to self-help resources by documenting recurring issues, resolutions, and standard procedures. • Help drive continuous improvement of our business systems and processes. • Participate in team initiatives and ad-hoc projects as needed to support business goals. • Engage with cross-functional stakeholders to coordinate the resolution of technical issues, ensuring seamless communication across teams.

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors to first responders, soldiers in battlefield scenarios and beyond. About the Role: We are investing in a Success Systems Specialist to transform how Skydio delivers its post-sales experience — both internally and to our customers. This is a systems architect/builder role designed to embed automation, intelligence, and digital experiences into our support environment. As part of the Skydio Center of Excellence, you will be the connective tissue between our critical tools and databases, our customer-facing support portal, and other key digital experiences. Your work will ensure that Skydio Mission Success scales faster than headcount, delivers more intelligent workflows for advocates, and provides digital-first experiences for customers that increasingly utilize practical AI-powered assistants. This role sits at the intersection of technology, design, and operations — requiring both deep technical fluency and the cross-functional credibility to align with Mission Success, Field Services, Product Support, Analytics, and Revenue Ops. Why This Role Matters Now: - Skydio’s product and system complexity is scaling faster than our current support tooling. - Customers expect digital-first, data-rich, proactive support. - This role is the lever that ensures we scale globally without ballooning support costs. - By surfacing insights, automating workflows, and digitizing the customer journey, this position transforms customer success and support from cost centers into competitive differentiators. How You’ll Make an Impact: Build Automation & Intelligence into Mission Success - Architect integrations between Salesforce Service Console/Field Service, Skydio Cloud APIs, Palantir, and other internal tooling to surface telemetry and analytics directly to advocates and customers. - Create automated workflows and diagnostics that reduce repetitive manual work, accelerate case resolution, and cut operational costs. Customer Digital Experience - Lead the build-out of Skydio’s next-gen support operations portal — enabling customers to see case status, telemetry insights, training/warranty policies, and troubleshooting resources in one unified experience. - Collaborate with stakeholders in Mission Success, Field Services, and Product to ensure a 360° digital experience across the customer journey. Cross-Functional Architecture & Governance - Act as a bridge across silos, ensuring unified systems design across Support, Success, Field Services, Skydio Cloud, and Revenue Ops. - Establish best practices for API use, Mission Success systems architecture, and data governance. - Provide project-level leadership, writing BRDs, roadmaps, user stories, and guiding cross-team delivery. Scalability & Cost Avoidance - Deliver solutions that expand support capacity without exponential headcount growth. - Quantify and communicate ROI of new systems — showing measurable efficiency gains and cost savings. What makes you a good fit: - A business process and systems thinker with both technical fluency and a passion for improving the human experience of support. - Strong understanding of APIs, integrations, and data pipelines (REST, ETL, middleware, Palantir, SQL, and Salesforce). - Proven capacity to architect AI-driven integrations (e.g., Palantir, ChatGPT) that enhance workflow automation and business intelligence. - Experience designing customer-facing digital experiences (customer portals, self-service tools, workflow automation, customer adoption, and training/knowledge transfer). - Proven ability to operate at the project manager level: writing requirements, running sprints, aligning stakeholders. - Familiarity with customer success processes (training, warranty, field service) and how they interconnect with support. - Excellent communication skills, with the credibility to work across technical, Success, Field Services, and executive audiences. - 2+ years of Salesforce Service Console and/or Experience Cloud administration; Salesforce certifications highly desired. - Familiarity with data warehousing/analytics platforms (e.g., Palantir, Databricks, Snowflake, SQL). You are not afraid of a massive Google or Office spreadsheet and have some familiarity with relational database products and concepts (e.g., SQL, Relational Data Model). - Experience working cross-functionally with technical, operations, and GTM teams in an extremely agile environment. - Ability to lead technical projects end-to-end: scoping requirements, writing BRDs, coordinating development, and tracking delivery. You can write a Project Charter or Business Systems Requirement Document (BRD) to help direct working groups, and are capable of tracking complex projects via Jira sprints, GANTT charts, or other standard systems of record. - Comfort with agile methods (sprints, backlogs, Jira) and balancing multiple priorities. - Strong communicator who can bridge the gap between engineers, support agents, and leadership stakeholders. - Experience with Notion, Google Suite, Salesforce, or Netsuite is a plus. - (Nice to have) Familiarity with Experience Cloud/customer portal design and user experience principles. Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $100,000 - $140,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria. *Compensation for certain positions may vary based on the position’s location. #LI-AY1 At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws. For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to: - Career development with an international company where you can grow the career you dream of. - Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with high employer contribution - Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. - A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. - A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. The Opportunity A technical expert focused on end-to-end delivery of the AlinIQ Digital Health applications. Along with the technical aptitude, this role is client facing and individuals need to also have excellent communication, critical thinking, and other soft skills to ensure high client satisfaction. - This is a remote position - The territory covers Atlanta - Qualified candidates must live in the territory. - Easy access to major metropolitan airport - Must be able to travel up to 75% - Must have a Valid Driver’s License. Required Qualifications - Education in Computer Science, Information Systems, Biomedical Engineering or Medical or Hospital Informatics or related disciplines - 0 to 1 years of experience preferred installing, configuring and/ or maintaining informatics applications. - Or relevant comparable experience (e.g. lab technician with experience in operating analytical equipment, performing sample registration, releasing patient sample results, and handling laboratory information systems). Special Skills & Knowledge - Able to execute assigned tasks satisfactorily with a high degree of commitment and quality, independently - Technical proficiency with general business applications such as MS Office, MS Project/ Smartsheet - Ability to train customers in a peer-to-peer approach and convey best practices. Key Competencies & Desirable skills - Understanding of database applications and their use in business applications - Analytical mindset to understand processes and identify areas for improvement. - Strong verbal and written communication skills with excellent customer facing capabilities. - Attention to detail and a concern for quality. - Able to innovate and willing to bring ideas forward, escalate issues and risks in a positive way. Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal. The base pay for this position is $50,700.00 – $101,300.00In specific locations, the pay range may vary from the range posted. JOB FAMILY: Support Services DIVISION: CRLB Core Lab LOCATION: United States of America : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 75 % of the Time MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Department: 12268 Enterprise Corporate - Clinical Service Desk Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Monday through Friday, 8a-5p, rotating weekends and holidays Pay Range $26.55 - $39.85 Major Responsibilities - While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users. - Demonstrates basic written and oral communication skills, including good listening and verbal skills. - Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI). - Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support. - Completes required training outlined by the department with a specific focus on maintaining patient safety. - Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed. - Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace. - Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality. - Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs. - Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team. Minimum Job Requirements Education High School Diploma or GED is required. Certification / Registration / License Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department. Work Experience - One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required. - Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively. Knowledge / Skills / Abilities - Strong interpersonal and customer service skills. - Basic understanding of call centers and call tracking systems. - Strong technical aptitude with the ability to learn quickly and support software applications. - Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology. - Ability to manage multiple priorities in a dynamic work environment. - Analytical and problem-solving. - Basic knowledge of medical terminology. - Ability to travel to system locations to provide Service Desk application support. - Ability to maintain confidentiality and work as a team. Physical Requirements and Working Conditions - Must be able to sit for extended periods of time. - Must be able to perform fine hand manipulation when using a keyboard and mouse. - Must be able to wear an over the ear headset for extended periods of time. - Position may require travel which may result in exposure to road and weather hazards. - Exposed to a normal office environment. - Operates all equipment necessary to perform the job. - Essential/Critical requirements for emergency event staffing. Preferred Job Requirements Education A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred. Certification / Registration / License Epic certification in at least one module is preferred. Experience Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred. Preferred remote locations in IL, WI, NC, GA Fully Remote Role from these states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY. No relocation, No Sponsorship for this position or transfer of visa for this position. Knowledge / Skills / Abilities - Formal training in a variety of information systems technologies is preferred: - Desktop applications (MS Office, O365, Edge, Chrome) - Knowledge of Active Directory environment (users, printers, computers, groups) - Operating Systems (Windows OS, macOS, iOS, Android OS) - Basic networking knowledge including wireless connections - Epic EHR - Clinical Workflows - Service Delivery Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training - Premium pay such as shift, on call, and more based on a teammate's job - Incentive pay for select positions - Opportunity for annual increases based on performance Benefits and more - Paid Time Off programs - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability - Flexible Spending Accounts for eligible health care and dependent care expenses - Family benefits such as adoption assistance and paid parental leave - Defined contribution retirement plans with employer match and other financial wellness programs - Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.