• Manage and take ownership of Customer Support cases • Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend • Support customers with remote online sessions when needed • Reproduce issues on service lab equipment • Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge • Champion KCS principles, educating and coaching support staff on effective knowledge creation and maintenance • Develop and maintain knowledge base articles, user documentation, and guides to support products and services • Utilize the knowledge base to efficiently resolve customer issues • Maintain, configure, and schedule use of lab systems for all the larger remote Customer Success teams • Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery • Advise Management on project and support case status, risks and mitigation • Research and promote additional business opportunities, solutions, and services sales to the client and sales team

Role Description We are seeking an experienced and motivated Technical Support Developer to act as the bridge between the technical infrastructure and end-users, troubleshoot complex software issues, debug code and implement solutions. This person will investigate production incidents, perform root cause analysis and create technical documentation to prevent issue recurrence. The Support Developer will report to the Technical Support Team Lead under the CoE. Key Responsibilities: - Investigate, debug and solve complex application software issues. - Review logs, scripts and code (SQL, API, etc) to identify root causes of bugs. - Act as a technical contact offering solutions to customers via email, teams and phone. - Work with technical and functions teams to resolve bugs and improve product quality. - Maintain a robust knowledge base and ensure accurate ticketing documentation. - Create and maintain knowledge base user guides and documentation for known errors. - Work with function and technical teams to escalate complex bugs and verify fixes. Qualifications - 2+ years of experience in Technical Support, software engineering or system administration. - Experience working in the non-admitted wholesale insurance space, with familiarity in software solutions that support this domain. - Hands-on experience with configurable vendor policy administration systems; experience with C1 or Insurity products is strongly preferred. - Bachelor’s degree in Information Technology, Computer Science, or a related discipline (preferred). Equivalent professional experience will also be considered. Requirements - Strong understanding of databases (SQL), API Tools and programming fundamentals. - Familiarity with ticketing systems (i.e., JIRA). - Experience working with vendor-configurable platforms or third-party software solutions. Benefits - Paid time off for company holidays, vacation, sick and personal days. - Paid parental leave. - Mental health services and more. The target salary range for this position is $72,000.00 - $90,000.00 annually. The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website here . We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com. The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Role Description We are seeking an experienced and motivated Technical Support Team Lead to ensure high-quality customer service, mentor support specialists and manage daily support operations under the CoE with an adherence to ITSM best practices. This role will bridge the gap between technical troubleshooting and team leadership, driving efficiency and customer satisfaction. The Team lead will report to the CoE Director of System Support. Key Responsibilities - Mentor, coach and train support specialists to improve performance and growth. - Act as the primary escalation point for complex, high-priority customer technical issues. - Monitor key support metrics to identify bottlenecks and improve processes. - Work with technical and functions teams to resolve bugs and improve product quality. - Maintain a robust knowledge base and ensure accurate ticketing documentation. - Develop and maintain flow of ticket resolution. Qualifications - 2+ years of experience in a technical leadership or senior role. - Experience working in the non-admitted wholesale insurance space, with familiarity in software solutions that support this domain. - Hands-on experience with configurable vendor policy administration systems; experience with C1 or Insurity products is strongly preferred. - Bachelor’s degree in Information Technology, Computer Science, or a related discipline (preferred). Equivalent professional experience will also be considered. Technical & Functional Skills - Experience with SQL. - Data analysis skills for reporting on support metrics. - Experience working with vendor-configurable platforms or third-party software solutions. Behavioral Competencies - Effective communication and interpersonal skills. - Strong attention to detail and analytical thinking. - Sound decision-making and problem-solving abilities. - Commitment to continuous learning and professional development. Benefits - Comprehensive and best-in-class benefits package. - Paid time off for company holidays, vacation, sick and personal days. - Paid parental leave. - Mental health services. Salary Information The target salary range for this position is $94,150.00 - $110,000.00 annually. The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. Accommodations We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com.

Role Description Amazon's Worldwide Grocery Stores Tech (WWGST) - Robotics and Automation Systems (GRAS) is a dedicated team of highly motivated engineers that work passionately to apply innovative advances in robotics to solve real-world challenges that will transform our customers’ experiences in ways we can’t even imagine yet. In this role, you will troubleshoot design, performance, and testing activities for our newest Robotics and Automation solutions that are deployed in the field. - Monitor and resolve tickets escalated from operations and RME teams. - Maintain self-service troubleshooting tools. - Create and maintain VoC feedback loops. - Manage system-driven high severity downtime events. - Monitor and report on fleet level availability. - Manage network availability and quality escalations. - Manage stakeholder and vendor relationships to drive product support. - Maintain a repository of maintenance and operator reference. - Support on-site installation and commissioning activities for Automation solutions. - Keep track of the site spare parts situation monitoring components to develop EOL (end of life) trends. You will work in close collaboration with our Operations teams, Engineering teams, Equipment Vendors, Software Developers, and Procurement teams to deliver continuous improvement and tech troubleshooting aligned with business needs. - Troubleshoot complex technical problems. - Develop pragmatic solutions, building and/or designing flexible systems without over-engineering. - Debug and resolve problems at their root, stepping back to understand the broader context. - Understand fundamental electrical and mechanical troubleshooting. - Consistently follow engineering best practices and where possible drive their adoption. - Conduct multiple weekly standing meetings with internal teams and vendors to plan and track deliverables. - Deep dive on technical details and lead solutions. - Lead critical path schedule items and escalate to leadership on potential risks. - Develop SME (subject matter expert) knowledge on advanced technology to drive standards and enhancements across projects. Qualifications - Bachelor's degree in engineering or a related technical field. - 5+ years of integration, testing, and automation experience, or degree in advanced technology. - Experience working with equipment suppliers, laboratories, and manufacturing plants. - Travel up to 50% of the time. - Experience designing or architecting (design patterns, reliability, and scaling) of new and existing systems, or experience with general troubleshooting/debugging of hardware. - Experience using strong customer service, communication, and interpersonal skills. - Experience communicating technical concepts and processes using clear, simple language and visuals. - Experience working in a fast-paced environment similar to a high-tech start-up. - Experience in hardware design and validation of components, subsystems, and systems. Preferred Qualifications - Experience in technical leadership of development, testing, and implementation of large-scale, complex technology projects. - Experience in technical document writing using Visio, Word, Excel, or PowerPoint. - Experience identifying and maintaining robotics system components. Benefits - Comprehensive health insurance (medical, dental, vision, prescription). - Basic Life & AD&D insurance and option for Supplemental life plans. - EAP, Mental Health Support, Medical Advice Line. - Flexible Spending Accounts. - Adoption and Surrogacy Reimbursement coverage. - 401(k) matching. - Paid time off. - Parental leave. Company Description The Grocery Automation and Robotics Systems Team innovates, designs, develops, and integrates automation solutions to reduce cost and time to serve, while improving customer and employee experience for our Grocery operations. Our road map focuses on systematically improving every aspect of Amazon’s Grocery operation from: - Associate experience. - Safety. - Costs. - Storage. - Throughput capacity. - Speed. - Flexibility. - Scalability. - Sustainability. - Operational performance and reliability.