• Provide L2/L3 support for device management solutions (Intune managed laptops) and Azure based virtual desktop environments (VDI) services, including incident diagnosis and restoration. • Manage service requests, configuration updates, and access provisioning in accordance with governance. • Execute planned changes, maintenance, and deployments; validate outcomes and document results. • Identify recurring issues; open and drive problem investigations through to permanent fixes. • Maintain and improve runbooks, monitoring, and alerting to reduce mean time to detect/resolve. • Collaborate with adjacent teams (network, identity, endpoints, security) for integrated troubleshooting. • Support service reviews by providing metrics, trend analysis, and improvement recommendations. • Ensure compliance with security, risk, and audit requirements relevant to the service set.

• As a machine learning engineer or scientist, your expertise will be pivotal in developing AI-powered solutions to shape the future of the Airbnb agentic growth platform with cutting-edge AI techniques. You will drive and guide the rest of the engineers to brainstorm, design and develop AI products and features from inception to production. • Collaborate with cross-functional leaders, build resilient systems that operate globally at scale, and help evolve the foundational building blocks behind AI-powered growth systems. • Work with large scale structured and unstructured data; explore, experiment, build and continuously improve Machine Learning models and pipelines for Airbnb product, business and operational use cases. • Work collaboratively with cross-functional partners including product managers, operations and data scientists, to identify opportunities for business impact; understand, refine, and prioritize requirements for machine learning, and drive engineering decisions. • Hands-on develop, productionize, and operate ML/AI models and pipelines at scale, including both batch and real-time use cases. • Leverage third-party and in-house Machine Learning tools & infrastructure to develop reusable, highly differentiating and high-performing Machine Learning systems, enable fast model development, low-latency serving and ease of model quality upkeep. • Collaborate actively with engineers to apply ML / AI in their solutions to help validate ideas and guide to the right outcomes. • Partner with ML/AI Engineers in foundations engineering to mentor and develop initiatives that make ML/AI applications a core discipline for non-ML/AI engineers.

Role Description We are hiring a passionate and customer-centric Platform Management & Operations Specialist to join our growing team. The role involves working collaboratively across many teams, including customer success, product/engineering, analytics, marketing, and contracting. Must have exceptional customer service skills, strong communication, organization & time management, naturally curious with a strong drive to identify and solve problems, results-driven, a love for data, and have a high degree of attention to detail! We have three core product lines: - CareLink - A software-as-a-service (SaaS) platform used by healthcare professionals and community-based organizations to coordinate care across multiple settings. - Path Assist - An evidence-based, structured intervention designed to improve the lives of individuals with health-related social needs (HRSNs) by pairing them with highly skilled community health workers enabled by our CareLink platform. - Community Health Equity Projects (CHEP) - Mixed-methods research projects that leverage quantitative and qualitative data to advance health equity by understanding barriers and facilitators to care in a region. Responsibilities: - Customer Success via Helpdesk Management: - Deliver timely and efficient technical assistance to clients through email, telephone, or video conferencing. - Oversee daily helpdesk activities, ensuring support tickets are accurately tracked and prioritized. - Analyze support request trends and monitor performance metrics to guide future product enhancements. - Develop and update detailed FAQs and knowledge base documentation. - Detect and report software defects to the engineering and QA departments by performing thorough investigations and communicating the commercial significance of each issue with empathy for the user's experience. - Pursue Operational Excellence via miscellaneous project management: - Follow project SOP’s and best practices, including driving appropriate analyses/research, meeting project goals, managing timelines, and working with leadership to implement new processes, technology, or strategies successfully. - Support growth initiatives: e.g. prepare for and support Demos to support the sales cycle. - Conduct NPS Survey (Quarterly): Set-up and scoring requires high attention to detail and the ability to work within several software products (SurveyMonkey, HubSpot, Sheets). Follow-up requires a strong sense of customer empathy and the ability to separate product “signal” from anecdotal “noise”. - Newsletter (Quarterly): Gather topics and sources from multiple teams to generate a user-focused product newsletter that provides value to the reader and satisfies the communication needs of all stakeholders. Requires collaboration and clear communication skills tied to a strong sense of what the users will find most helpful. - Customer Advocacy via Product Collaboration: - Assist customers in adopting process changes and new features. - Proactively identify, understand, and address customer needs and pain points. - Work with the product team to provide feedback for platform improvement; prioritize and advocate for customer-driven product enhancements. - Translate customer needs into actionable product requirements and participate in product roadmap planning and release cycles. - User Acceptance Testing: Thoroughly test bug repairs and new features from the perspective of multiple user personas. - Customer Success via Onboarding and Account Management: - Support customer onboarding and implementation while driving optimal platform utilization through process refinement and optimization. - Facilitate the adoption of new platform features and workflow adjustments for customers. - Facilitate routine account management sessions involving users, administrators, and relevant third-party vendors. - Identify and resolve customer pain points proactively by gaining a deep understanding of their specific needs. - Guide customers on product best practices to ensure they reach their strategic business objectives. Qualifications - Bachelor’s degree in a relevant field (business, marketing, communications, etc.) - 4+ years working in a customer-facing role (e.g., customer service, account management, sales). - Comfortable learning and adapting to technology changes. - Working knowledge of project management techniques and best practices. - Comfortable presenting content, including data, to both internal and external stakeholders. - Ability to understand, communicate, work effectively, and respectfully with stakeholders. - Ability to balance focus between urgent and unplanned customer needs with long-term strategic projects. - Intrinsic sense of curiosity and a drive to explore, understand, and persevere with unknowns or ambiguous situations regarding customer issues. Nice to Haves - Prior experience working with SaaS products or in a SaaS environment is highly beneficial. - Project Management Certifications, Customer Success Certifications. Diversity & Inclusion At Activate Care, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, military, and veteran status, and any other characteristic protected by applicable law. Activate Care believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The organization is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process. If you require an accommodation to participate in the interview process, please let our team know at the time of scheduling. The Company will not sponsor applicants for work visas at this time.

• Own and evolve AWS infrastructure supporting data platform, ML training, and analytics workloads (Iceberg/Trino, ETL pipelines, Kubeflow/MLflow) • Design, deploy, and maintain EKS-based services and Kubernetes workloads • Build and manage Terraform infrastructure across environments (dev/staging/prod) • Design and maintain CI/CD pipelines for infrastructure and application deployment (GitLab/GitHub) • Operate and improve Kafka/Redpanda clusters • Improve reliability, observability, and performance of prediction services • Support Dagster for data workflow orchestration • Collaborate with Data Science, ML Engineering, and Data Engineering to productionize models and data pipelines • Strengthen AWS IAM, networking, and connectivity between cloud and on-prem systems • Support cyber hardening efforts with our RTX cyber team • Identify and incrementally improve existing infrastructure and deployment patterns