• Providing phone/email support for internal/external customers • Consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool • Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay • Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues • Meeting/Exceeding individual service level metrics to meet the needs of the customer/business

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. The Remote Service Operations is a fast-paced, dynamic environment with a strong customer focus, offering the right candidate the opportunity to build on current strengths, acquire new skills, and be a member of a highly impactful team. As a global healthcare provider, Siemens offers a wealth of growth opportunities for motivated individuals. Our ideal candidate will exhibit initiative to learn and demonstrate technical expertise in clinical laboratory applications, as well as, the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation. As a Candidate you must display a positive attitude with both internal and external customers, striving to exceed expectations at all times. You must be able to make sound decisions that promote the interests of both Siemens and the customer. Candidate must be a selfless team player and enthusiastic proponent of change. This is a role well suited to an ambitious professional, looking for the next step in their career. As a Remote Support Engineer 3, you will be responsible for: - Providing phone/email support for internal/external customer, as well as, consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool - Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay - Demonstrating exceptional customer service skills to improve the customer experience, and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction - Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support - Meeting/Exceeding individual service level metrics to meet the needs of the customer/business - Compliance to all Siemens pay and T&E policies, as well as, all RSO Procedures/Processes This position may suit you best if you are familiar with what is below, and would like to develop your career with Siemens Healthineers: - You have analytical thinking abilities to support advanced technical troubleshooting and problem solving skills for assigned product line - You have exceptional phone and communications skills to support collaboration with the customer, as well as, other internal resources to develop and implement action plans to resolve customer issues - You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications - You have a positive "can-do" attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team - Leverages team abilities to best serve the customer, and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues - You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership Required skills to have for the success of this role - Preferred candidate must have Associate’s or Bachelor’s degree in a science-related or engineering field, or equivalent experience. (Med-Tech Degree Preferred*) - Willing to travel up to 20% - 3-7 Years Comparable Experience - Working Hours: Possible overnight hours inclusive of weekends. Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways. How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. To find out more about Siemens Healthineers businesses, please visit our company page here. The base pay range for this position is: $75,660 - $104,027 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time. Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law: Applicants and employees are protected under Federal law from discrimination. To learn more, click here. Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at peopleconnectvendorsnam.func@siemens-healthineers.com. Please note HR People Connect People Contact Center will not have visibility of your application or interview status. California Privacy Notice: California residents have the right to receive additional notices about their personal information. To learn more, click here. Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.” Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started. Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.

The Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here. What Your Impact Will Look Like - ​​Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. We have a positive work environment and our support representatives typically grow and progress into new roles within the company. - ​Come use our state-of-the art technology tools and your unique problem-solving skills to help our customers maximize their use of Granicus’ suite of products. You Will Love This Job If You Have - ​​​​​Obtain and retain product knowledge for a wide variety of Granicus products - ​Assist Leadership team in daily duties including but not limited to: Phone queue availability, daily inbound queue monitoring, case assignments - ​Provide assistance in case escalations from TS team to management - ​Assist team members in more difficult cases - ​Monitor TSR cases as per the Quality Control Process. - ​Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services - ​Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use - ​Maintain and develop expert product knowledge for various Granicus products - ​Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs) - ​Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency - ​Contribute to 24/7/365 on-call support - ​Be part of a fast-growing, positive company that contributes to helping more people live better lives​ About Us Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! Security and Privacy Requirements - Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program. - Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. The Team - We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. The Culture - At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to bea part of our journey. - A few culture highlights include – Employee Resource Groups to encourage diverse voices - Coffee with Mark sessions – Our employees get to interact with our CEO on very important andsometimes difficult issues ranging from mental health to work-life balance and current affairs. - Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. - We bring in special guests from time to time to discuss issues that impact our employeepopulation The Impact - We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here. The Benefits At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance. Here’s what you can expect as a Puerto Rico-based team member: Flexibility & Balance - Flexible Time Off – Take the time you need to rest, recharge, and live your life. - Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. - Work From Home Reimbursement – Support a productive home office environment. Health & Wellness - Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family. - On-Demand Mental Health Support – Access to Headspace and other wellness tools. Family & Future - Pension Plan and Retirement options Growth & Recognition - Online Learning Platforms – Fuel your professional development. - Competitive Salary & Bonuses – Your contributions are valued and rewarded. Equal Opportunity Employer Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.

About the Client Our client is a global fintech platform for businesses. They help companies around the world open business accounts, issue cards, and make international payments — both in fiat and cryptocurrency. Role Overview We are currently looking for a Technical Support Engineer who will help build efficient support processes, quickly resolve client requests, and contribute to improving the product at every stage. Key Responsibilities - Support users across all products, from API implementation and integrations within our BaaS ecosystem to configuring White Label solutions. - Handle common client questions, including how cards work, applicable limits, how to use platform features, APIs, and additional BaaS modules. - Structure solutions by creating clear guides, building a knowledge base, and improving internal documentation. - Analyze and reproduce bugs, identify potential solutions, and escalate critical issues to the development team. - Process requests through the ticketing system, improve support workflows, and contribute to developing internal tools. - Collaborate with engineering, analytics, and product teams to resolve technically complex cases quickly and accurately. Requirements - Experience working in fintech, crypto products, or B2B platforms. - Basic programming knowledge or QA experience, understanding how APIs work, and being comfortable working with them (Postman, curl, log analysis). - Understanding the fundamentals of banking and payment systems. - Experience in using ticketing systems such as Zendesk, Intercom, or similar. - You actively use AI tools in your work — writing prompts, generating documentation, and automating routine tasks. - English proficiency at the B2 level or higher, allowing you to read documentation and communicate with clients. What We Offer - Competitive salary and benefits package. - Fully remote work in a fast-growing international fintech startup. - Opportunity to grow into a Technical Support Lead role and help shape the team. - Competitive salary. - Transparent processes, an open team culture, and support for new ideas.