• Help customers troubleshoot technical issues through Zendesk and Discord, providing clear explanations and effective solutions. • Investigate delivery and performance issues involving caching, HTTP behavior, SSL/TLS, DNS configuration, and origin connectivity. • Diagnose application-layer networking problems affecting website delivery and performance. • Use tools like curl, traceroute, MTR, dig, and logs to analyze request flows and isolate production issues. • Monitor network health and spot delivery problems before they escalate. • Collaborate with our Engineering and Product teams when bugs or platform issues arise. • Contribute improvements to internal troubleshooting guides and customer documentation. • Share insights from customer interactions to help improve our platform and tooling. • Continue developing your expertise in CDN architecture, caching systems, edge networking, and internet infrastructure.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is responsible for providing advanced technical support for software and healthcare IT solutions, serving as a secondary escalation point for complex issues. You will troubleshoot internet-based applications, APIs, and database-driven systems while collaborating with Support, Engineering, and Customer teams to deliver accurate and timely resolutions. This position requires balancing multiple cases and projects, mentoring junior team members, and contributing to process improvements that enhance overall service quality. Success in this role directly impacts customer satisfaction, retention, and operational efficiency. You will work independently in a fast-paced, remote-first environment, taking ownership of technical challenges and ensuring smooth delivery of mission-critical solutions. - Diagnose and troubleshoot complex technical issues, communicating findings clearly to internal teams and customers. - Serve as a secondary escalation point for support cases, ensuring timely and accurate resolution. - Mentor and guide Level 1 and Level 2 technical support specialists, sharing best practices and technical knowledge. - Document processes, workflows, and best practices to improve support efficiency and customer experience. - Manage multiple points of contact (email, phone, chat, cases) and handle concurrent projects with attention to detail. - Collaborate with Engineering and Customer teams on implementation needs, feature requests, and system improvements. Qualifications - Minimum 5 years of technical support or related experience, with a Bachelor’s degree or equivalent work experience. - Proficiency with Microsoft Office Suite and experience using case management tools (e.g., Salesforce, ServiceNow, ZenDesk). - Strong problem-solving skills and experience troubleshooting SaaS or mission-critical software systems. - Knowledge of developer tools, Postman, and SQL querying; familiarity with programming languages (C++, Python, HTML, CSS) is a plus. - Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences. - Experience with Azure DevOps, Jira, or equivalent tools for issue tracking and collaboration. - Detail-oriented, organized, and able to manage time in a fast-paced, remote environment. - Experience in healthcare IT, EHR systems, or related industries is highly desirable. - Empathy, customer-centric mindset, and the ability to transfer knowledge internally and externally. Benefits - Fully remote work environment with a flexible schedule to support work-life balance. - Annual company offsite for team collaboration and networking. - Generous leave package including flexible time off, 13 paid holidays, paid sick leave, and parental leave. - Medical, dental, and vision insurance for you and your family, plus company-funded FSA/HSA options. - 401(k) plan with company match. - One-time workspace reimbursement to optimize your home office setup. - Opportunities for professional growth and mentorship within a fast-paced, mission-driven environment.

• Support hospital and labs using Haemonetics Hospital products • Provide software and systems technical solution support • Troubleshoot customer support problems via email and phone • Document all support calls in the helpdesk ticketing system • Escalate and hand off to other teams as appropriate

• Prepare and organize required documents and data needed for surplus lines quotes prior to binding. • Review quotes for completeness, accuracy, and compliance with applicable surplus lines requirements prior to bind. • Prepare and validate standard reports and data outputs used by the field and surplus lines team to support quoting activity. • Support the Surplus Lines Field Specialist in proactively tracking renewal dates and seasonal volume trends to support readiness for peak surplus lines renewal periods. • Receive, process, and track surplus lines pre-bind requests from the field; complete defined tasks and route questions or exceptions to the Field Specialist as appropriate. • Verify that required surplus lines forms, disclosures, and supporting documentation are present and properly completed prior to bind. • Strong ability to review paperwork, quotes, and reports for completeness and accuracy. • Ability to manage multiple tasks, requests, and deadlines in a fast-paced, field-facing environment. • Clear written and verbal communication skills for coordinating with field teams and internal partners. • Comfort working in insurance systems (e.g., Applied Epic, InsCipher), databases, and standard reporting tools. • Ability to follow defined processes, recognize exceptions, and escalate appropriately to the Field Specialist.