• Act as an eCW Analyst on assigned Customer EHR department team • Participate in any required Customer and GuideIT meetings • Provide hands on support for Customer approved changes to eCW settings and configurations, following and working within the constraints of the Customer’s Information Services Change Control procedures • Using Customer’s systems and processes, provide thorough documentation of issues and actions taken to resolve or remediate • Complete assigned incidents, requests, and projects related to the eCW and related systems • Assist in creating, updating, and resolving issues with eCW vendor • Recognizes incident trends and data anomalies to escalate possible critical incidents or problems to Tier 2 teams • Engage other members of the Customer’s Information Systems team in resolving incidents or completing requests as necessary to maintain a high level of service and quality • Other duties as assigned

• Serve as the primary technical contact for customer support inquiries related to LynxElement®, LynxOS®, LynxSecure®, Lynx MOSA.ic™, and embedded graphics products. • Investigate, reproduce, and resolve complex technical issues in embedded, virtualized, and real-time environments. • Provide guidance on system configuration, partitioning, and optimization for performance and determinism. • Document and track customer issues using the company’s support system, ensuring timely follow-up and resolution. • Assist customers in developing safety-critical applications compliant with DO-178C and ARINC-653 standards. • Troubleshoot and optimize POSIX-compliant systems and embedded Linux integrations. • Collaborate closely with Engineering, QA, and Product Management to resolve escalated issues and communicate product feedback. • Identify recurring issues and propose solutions or improvements to enhance product stability and usability.

• Serve as the first point of contact for customer inquiries submitted through the support ticketing system • Accurately categorize, triage, and respond to tickets following established workflows • Troubleshoot and resolve common issues related to product functionality, user errors, configuration questions, and system navigation • Gather all required details (steps to reproduce, screenshots, logs, environment information) to support efficient troubleshooting • Escalate complex issues, bugs, and product gaps as needed to Product Support, or Product teams with complete, structured information • Collaborate with Support Leads and Product teams to ensure accurate routing of bugs, enhancements, and feature requests • Follow product-specific escalation paths, ticket statuses, and routing rules consistently across both supported products • Participate in internal syncs to discuss recurring issues, documentation updates, and process improvements • Maintain and update internal knowledge base articles and ticket-handling guidelines • Identify opportunities to improve documentation based on recurring customer questions or troubleshooting gaps • Ensure all interactions follow defined SLAs, communication standards, and ticket quality expectations • Meet performance metrics for accuracy, First Response Time, CSAT, and ticket completeness • Maintain a high level of professionalism and written communication quality in all customer-facing responses • Continuously develop product knowledge through training, demos, and internal learning resources

• Perform maintenance, faultfinding, and repair tasks on cutting-edge equipment • Conduct root cause analysis to swiftly resolve issues • Ensure customer satisfaction through unsupervised work at workshops and customer sites • Commission new products and complete detailed maintenance reports • Suggest improvements to enhance customer processes • Collaborate with peers and senior technicians to share expertise and coach customer technicians • Maintain a strong focus on safety and efficiency • Support the customer’s product/equipment/processes by suggesting improvements • Provide advanced technical support and advice to sales team and other departments • Review, manage, and advise on job costs to aid planning • Guide and train colleagues in service methods and tools • Conduct plant audits and performance optimization of products • Validate and document new product performance • Provide technical support to the product line and sales teams • Develop and produce documentation to support both distributors and technical support desk