• Conduct research and provide problem-solving support to the Customer Service Department • Responsible for reviewing, identifying and analyzing policies, procedures and contract issues • Prepare recommendations on all issues; root cause, action steps and monthly reports • Ensure compliance with organizational and regulatory requirements. • Respond to customer inquiries via telephone, correspondence, on-site, and personal interviews.

• Serve as the Technical Subject Matter Expert (SME) for intake rules and matching logic • Liaise with providers and internal teams to resolve questions about EDI and Claims Intake rejections • Provide second-level expert support for intake claim rejections • Analyze large datasets for research and troubleshooting • Collaborate with Product Owners and IT teams on system enhancements and fixes • Participate in testing and verification of business rules and validations • Manage multiple projects and tasks simultaneously while maintaining high-quality results • Support Product Owners, Business Owners, and Leads using technical and analytical expertise • Communicate effectively across all levels of the organization, including cross-functional teams • Write complex SQL queries to join multiple data sources and analyze data for root causes, trends, and opportunities • Lead the creation of automated reporting solutions using Tableau, Excel, and other tools to deliver actionable insights • Translate complex data analysis into clear, actionable information for non-technical audiences • Analyze EDI and Claims intake rejections from internal and external inquiries, including provider calls • Track and execute solutions for identified issues • Perform User Acceptance Testing for logic changes and enhancements • Develop utilities, queries, and processes for post-production checkout of business rules and system fixes

Cyber Technician ll Department: TOC Employment Type: Full Time Location: Costa Rica Description Cyber Security Technicians provide skilled execution of technical operations and procedures. They bring a detailed and diligent approach to executing the daily activities of the organization. As members of the Technology Operations Center, they will play a crucial role in providing the technical skills to maximize the effectiveness of our clients’ cyber technology. **Remote role but MUST be able to work until 6pm pdt/9pm edt*** *Must be based in Costa Rica* Key Responsibilities - Cyber Tools Management – Work under subject matter experts to learn and understand the use and operation of the cyber tools used by our clients. Gain technical expertise on the deployment, configuration, and operation of those cyber tools. Execute advanced procedures using process documentation and SOPs and utilize vendor documentation and training to perform additional complex tool configuration tasks. - Operational Focus and Mindset – Be prepared to work in a mission-oriented operations team. Act with a sense of urgency and importance. Be vigilant and diligent to ensure constant high quality. Know and deliver high quality work with minimal supervision. - Platform Integration – Support clients in integrating with the DeepSeas platform. Follow standard operating procedures and aid clients in the onboarding process. - Monitoring and Response – Utilize the team’s tools and processes to monitor our clients’ cyber tools and respond to potential issues rapidly. - Documentation and Training – Contribute to the team’s established documentation and SOPs to adapt to evolving tools and processes. - Training and Continuous Improvement – Attend training sessions to improve the capabilities of the team. Skills, Knowledge and Expertise - Proven experience in delivering technical missions in a cybersecurity environment. Minimum 2 years of experience. - Proven ability to comprehend and execute documented processes. - Demonstrated ability to adapt to unknown issues with processes. - Demonstrated ability to troubleshoot and resolve moderately complex technical issues. - Excellent verbal and written communication skills. - Phone support experience is preferred. Benefits At DeepSeas, we like to say that heart rates go down, careers take off, and security programs mature. Our values provide the ultimate guide for our daily behavior and decisions. Without these values, we aren’t DeepSeas. They preserve the essence of our organization, reflect the personalities of our Deeps (how we affectionately refer to our teammates), and enable us to exceed expectations. Our values are: · We are client obsessed. · We stand in solidarity with our teammates. · We prioritize personal health and well-being. · We believe in the power of diversity. · We solve hard problems at the speed of cyber. This is your chance to join a supportive crew of teammates and an industry-leading organization that values opportunities for growth. If DeepSeas sounds like a good fit for you, send us your resume and let’s talk! Information security is everyone’s responsibility: · Understanding and following DeepSeas’s information security policies and procedures. · Remaining vigilant and reporting any suspicious activity or possible weaknesses in DeepSeas’s information security. · Actively participating in DeepSeas’s efforts to maintain and improve information security. · DeepSeas considers this position is as Moderate Risk with a potential to view/access/download restricted/private client/internal data. This information must be treated with sensitivity and in the most secure manner. · HR reserves the right to perform random background/drug screens to ensure the safety of client/DeepSeas data

• Lead the strategic evolution of Ashby’s Support Engineering function. • Define how technical support operates at scale. • Partner closely with Engineering leadership to improve how technical issues are surfaced, investigated, and resolved. • Drive alignment on escalation pathways, debugging expectations, and response patterns for complex customer issues. • Analyze patterns in escalations, bugs, and technical customer friction to identify systemic improvements. • Develop frameworks for how support insights influence engineering roadmap discussions. • Identify gaps in diagnostics, logging, tooling, and workflows that limit Support’s ability to resolve technical issues. • Raise the technical leverage of the Support organization. • Coach and support Support Engineering Managers in driving team performance.