• 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.

• 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.

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary As a Technical Support Representative, you will be working in a positive cultural environment, working through timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees regarding solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic and Photo. Reporting to the Manager of Technical Support, this role requires a detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online knowledge articles are used for troubleshooting; incidents are supervised in a case tracking system. The main responsibility of this employee is to take live troubleshooting calls daily. This candidate must deliver outstanding customer service in a timely, and efficient manner, with a shown dedication to 1st call resolution and overall customer happiness. Work from home option is available. You must have a quiet, private work area with a closed door. You must arrange dependent and child-care, as if you were onsite. You must have a secure internet connection with a speed of 150 mbps to work from home. If your internet or power gets interrupted and you are not able to fix the connection problem in a timely manner you will need to come into the call center to finish your shift, you are to arrive no longer than an hour after your connection was interrupted. You may also come into the call center to work if you prefer to work onsite. Key Responsibilities: - Document problems, complete problem tickets, and request information in the support tools. - Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques. - Effectively manage call workload. - Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements. - Collaborate well in a team environment. - The full-time employee will work 5 days a week and must be able to work one weekend shift a week. Required Qualifications - 6 months of technical and/or call center experience Preferred Qualifications - Experience in a help desk/call center environment providing technical support in a retail environment. - Experience using computer hardware and software applications. Education - High School Diploma or GED required or 2 years equivalent experience. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $34.15 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 04/10/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.