• Provides first-line technical support to end-users of Epic applications within Prisma Health • Resolves basic to moderate issues related to Epic functionality, access, and workflows • Responds to incoming support requests via phone, email, and chat • Documents support interactions and resolutions in the ITSM system • Provides guidance and support to end-users on Epic application features and workflows • Contributes to the development and maintenance of Epic-related knowledge base articles

**About the Role: ** **This is an English-only technical support role supporting U.S.-based business customers. Spanish-only experienced applicants will not be considered.** - Provide first-level support for VoIP, networking, and connectivity issues. - Answer incoming client calls related to VoIP, internet, or WIFI issues. - Work tickets for call quality, dropped calls, and network problems. - Run diagnostics and assist with phone registration and setup. - Document and escalate issues as necessary while maintaining ticket SLAs.

• Own billing and account support • Independently manage account and billing-related tickets from intake to resolution • Investigate usage questions, subscription changes, invoice discrepancies, and arrears scenarios, collaborating with Billing Engineering and Finance as necessary • Handle billing escalations tactfully and empathetically, especially in high-sensitivity or high-impact cases • Support arrears and account recovery workflows with clarity and professionalism • Coordinate customer event readiness • Manage intake for customer launches, campaigns, load testing, and anticipated traffic spikes • Partner with infrastructure and backend teams to ensure visibility and preparedness • Capture and improve knowledge • Own knowledge capture and documentation for the billing and account domain • Identify recurring friction and improve templates, workflows, and internal processes • Contribute to improving how billing-related support is structured and prioritized • Contribute to AI and automation initiatives • Collaborate on AI-driven automation efforts to improve ticket deflection and troubleshooting efficiency • Help augment knowledge sources used by AI systems, ensuring accuracy and clarity • Provide domain expertise in billing/account workflows to improve automated support responses • Support broader Support Engineering efforts • Participate regularly in Discord community support, contributing to hands-on request handling but also broader signal and trend analysis • Collaborate with Support Engineers on cross-domain issues • Gradually ramp into broader technical debugging work over time

• Lead and scale Technical Support organization by managing function-level performance, delivery quality, and team growth. • Spend 70% of time leading and 30% as a hands-on engineer. • Work closely with Project Management, Engineering, and Product teams to ensure customer sites are correctly deployed, optimized, and monitored. • Oversee QA squad to ensure consistent validation and release quality gates. • Monitor live systems for uptime, performance, and sensor health. • Manage and mentor Squad Leads and their Support Engineer teams. • Participate in engineering sprints to represent deployment and support needs.