• Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff. • Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges. • Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently. • Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects. • Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment. • Track issues through resolution, ensuring appropriate follow-up and communication with end users. • Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support. • Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability. • Partner cross-departmentally to align technical solutions with operational needs and frontline realities. • Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.

• Work closely with business units and technical teams to clarify requests and track task progress; • Monitor Grafana boards to assess system performance and detect potential issues; • Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents; • Record incidents in JSM/Jira in compliance with established workflows; • Handle support tickets, ensuring they are updated regularly and resolved promptly; • Escalate incidents when required, adhering to internal protocols; • Draft and deliver notifications about scheduled or unscheduled technical activities.

• Serve as the primary point of contact for escalated customer cases, delivering outstanding technical and case management. • Diagnose, troubleshoot, and resolve advanced technical issues related to Delinea software product(s). • Collaborate with peers, engineering and product teams to identify root causes and provide timely, high-quality solutions. • Repair and maintain customer trust by managing sensitive or escalated situations with professionalism and empathy. • Demonstrate a strong understanding of the product’s features and use cases, including how they interact with operating system(s) to aid in debugging and troubleshooting. • Document escalated case findings, solutions, and best practices to improve knowledge sharing and prevent recurring issues. • Contribute to continuous improvement by providing feedback to product and engineering teams based on customer insights. • Thrives in a culture of continuous learning; comes in with openness and excitement to grow, and understands that evolving technical knowledge is key to long-term success. • Mentor and coach Technical Support Engineers and contribute to a culture of excellence within the global support team.

• Act as an escalation point for Tier 1 engineers: mentorship, technical guidance, troubleshooting (Linux, Kubernetes, AWS, file systems, virtualization). • Maintain and monitor hybrid infrastructure (servers, Linux/Windows, Kubernetes, AWS, storage, backups, VMware). • Automate processes with Ansible, Terraform; manage system configurations. • Handle tickets in a 24/5 environment, participate in Scrum ceremonies. • Support Windows-to-Linux migration, create documentation, and contribute to infrastructure projects.