• Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, LangChain products, and deployment issues. • Work directly with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customer needs. • Partner with Deployed Engineering to support critical enterprise customers. • Build and refine internal tooling, diagnostics, and runbooks for complex issue triage. • Lead post-mortems for critical incidents and feed learnings back into product and documentation. • Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive continuous improvement. • Improve documentation and knowledge articles to improve 1-to-many resources and provide proactive support. • Mentor and coach other support engineers.

• End-User Technical Support Provide Level 1 & Level 2 support for macOS, Windows, applications, network, VPN, and SSO. • Troubleshoot and resolve technical issues for users across multiple regions and time zones. • Manage and resolve IT tickets with defined SLAs. • Onboarding & Offboarding Configure and provision laptops and devices using MDM tools. • Create, modify and deactivate user accounts across business applications. • Ensure timely access, equipment delivery, and smooth employee transitions. • Device & Asset Management Maintain accurate device inventory and asset tracking records. Coordinate laptop repairs, replacements, and logistics. • Ensure devices are configured and secured according to company standards. • Application & System Support Support and administer tools such as Google Workspace, Slack, Jira, Zoom, 1Password, and other applications. • Troubleshoot application issues and support integrations. • Monitor system dashboards for compliance and performance issues. • Security & Compliance Support Ensure endpoints meet security baselines (encryption, patching, monitoring). Support SOC 2 and ISO evidence collection. • Support access reviews and compliance reporting. • Project Support Support application integration and system improvements. (Google Workspace, Slack, Jira, Snowflake). Assist with IT-related projects tied to scaling, automation, and compliance. • Participate in the implementation of new compliance frameworks (ISO 27001, ISO 42001). Documentation Maintain IT process documentation, how-to guides, and SOPs. • Ensure asset issuance and return logs are up to date.

• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Manage and track customer inquiries to ensure timely resolution. • Provide regular reports on case status and trends to management.

• Guidehouse is seeking a MHS GENESIS Application Support Analyst to support the Defense Health Agency (DHA) by developing, maintaining, and delivering advanced analytics across Health Data Intelligence (HDI) and Oracle analytics platforms. • This role focuses on back-end revenue cycle data extracts, financial and compliance reporting, and uncovering data-driven insights that support Revenue Cycle Modernization and Innovation (RCMI) initiatives. • Investigate, triage, and help resolve application/data issues impacting revenue cycle, registration, patient access, and scheduling workflows. • Develop, maintain, and optimize CCL/Discern queries and reusable extracts to support analytics and operational reporting within MHS GENESIS systems. • Conduct back-end configuration reviews and diagnostics to identify root causes affecting billing, claims, or encounter workflows and coordinate durable remediation. • Use CCL, SQL, Tableau, Power BI, Python, SAP BO, and other analytics tools to extract, analyze, and interpret financial and operational data across MHS data platforms. • Develop, optimize, and maintain Vertica SQL queries, view, and reusable datasets supporting revenue cycle analytics (billing, collections, denials, A/R). • Monitor and support the development of KPIs across Revenue Cycle Initiatives. • Partner with clinical, coding, billing, IT, and finance teams to ensure integrated revenue cycle operations. • Collaborate with system administrators to ensure the EHR supports required business processes. • Serve as a liaison between Guidehouse, DHA, and MTF operational stakeholders. • Produce professional deliverables: analytic readouts, executive summaries, methodology documentation, and data dictionaries for cross-DHA collaborations. • Perform data validation, lineage analysis, and quality checks across federal data sources to ensure analytical accuracy and audit readiness. • Participate in support testing and validation for analytic releases. • Investigate and help resolve user-reported issues related to charge capture, billing edits, registration errors, or data discrepancies. • Conduct system impact assessments and work with Oracle Health/Cerner, CDAO, and RCMI technical teams to implement fixes. • Support upgrades, interface changes, testing, and release validations; communicate operational impacts to stakeholders. • Participate in ITSM processes (incident, problem, change management).