• Manage and complete support cases and service requests for customers • Monitor and Administer PingDS, PingAM, and PingIDM in a DevOps environment • Provide communication with and between customers and other supporting teams across the organization • Update processes, documentation, and knowledge base as changes are made or discovered • Assist in coordinating and diagnosing issues with third-party tools used in customer environments • Initiate and participate in incidents and root cause analyses as a product SME

• Serve as a Subject Matter Expert • Provide in-depth technical knowledge and expertise complex on complex major projects requiring innovative and original solutions. • Troubleshooting via root cause analysis and providing workarounds and fixes • Provide technical guidance and best practices for upgrades of Mitratech software applications which could include oversight of short-term upgrade projects and execution of associated technical tasks • Assist other members of the support team with technical issues and act as an escalation point for issues that fall outside of the scope for Tier I, Tier II, and Tier III Engineers • Lead advanced technical work that develops new troubleshooting processes and technical workarounds. • Participate in the planning and coordination of new product deployment and enhancement projects, ensuring preparedness in servicing the product • Monitor all production system applications and participate in issue resolution for high-impact issues for Mitratech-hosted clients • Recreate product defects and work with the engineering maintenance team on scoping resolution to provide to clients • Assist in troubleshooting issues with infrastructure related to running Mitratech products, including application servers, middleware, networking components, database server, and other hardware • Maintaining and documenting client configurations and customization

• Own the end-to-end architecture of Automatiq’s Intercom environment: inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data models • Audit the current state and build a remediation roadmap; identify and correct the configuration decisions that are limiting our ability to measure and manage support at scale • Design for scale — build a clean, logical system that agents can work in efficiently and managers can interpret clearly • Manage user access, roles, and permissions; maintain well-documented, consistent system standards across teams • Partner closely with Automatiq’s Internal Operations product manager to ensure Intercom integrates efficiently into our broader tooling ecosystem and remains aligned with the company’s technology roadmap • Evaluate and implement AI-powered capabilities within Intercom — including intelligent triage, deflection, and response assistance — in support of Automatiq’s broader strategy of leveraging technology to drive operational efficiency • Partner with support leadership to understand how we believe great support should be delivered, then translate that philosophy into platform architecture and process design • Recommend and implement best practices for how the organization should operate within the platform — not just feature usage, but the habits and workflows that compound over time • Proactively surface configuration gaps where the current setup creates friction, blind spots, or inconsistency • Identify the critical support capability areas we cannot reliably measure today — productivity, volume drivers, resolution quality, team and individual performance — and build the instrumentation to track them • Design and maintain reporting frameworks that give support managers, team leads, and senior stakeholders a clear, honest picture of what’s happening at the customer, team, and agent level • Go beyond output metrics: build for the questions that actually matter, including where volume is coming from, what’s driving it, where resolution is breaking down, and what support patterns signal for the broader business • Recommend KPI frameworks that align to goals as defined by support leaders, drawing on historical data and industry benchmarks; build the infrastructure to track them • Ensure that support data becomes a shared resource across functions, not siloed in the support team • Continuously evaluate workflow efficiency and identify opportunities to reduce manual work, improve routing, and increase automation signal-to-noise • Stay current on Intercom product updates and assess new capabilities for adoption; serve as the internal subject matter expert • Support managers and team leads in setting achievable, data-grounded performance targets based on what the platform can actually tell us • Identify and act on opportunities to reduce support costs over time — through automation, deflection, improved routing, and elimination of avoidable volume — without compromising the quality of the customer experience

The primary role of Technical Support Engineer, Tier 2 Resupply function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post Design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing. The shift for this role is : 8am - 5pm CST. Let’s talk about Responsibilities - Triage and prioritize escalated customer cases from the Customer Support team - Communicate with customers to precisely define software cases - Use SQL server database queries and scripts to gather detailed information on customer support cases - Identify and provide workarounds for customer cases whenever possible - Design, test and implement data scripts - Communicate case resolutions to customers - Provide best practice direction on software use to help users avoid recurrence of cases - Document software defects using defect tracking system and report defects to software engineers Let’s talk about Qualifications and Experience - 2+ years of work experience, preferably in a healthcare software environment - 2+ years of SQL experience, preferably in SQL Server - Brightree software experience - Connect or SNAP software experience - Must demonstrate an ability to learn complex business software and master best practice use of the software - Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues - Must have strong technical skills, including an ability to understand complex SQL syntax for investigating software issues and making changes to data - Strong analytical capabilities, data analysis techniques and common database query skills - Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers - Strong interpersonal and communication skills - Experience working in a SaaS model a plus - Proficient in the Windows operating system - Ability to manage multiple concurrent priorities and meeting deadlines - Bachelor's Degree or Equivalent Experience - Basic understanding of the DME industry - Basic understanding of medical billing - Call center experience - Customer Support We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $32.97/hr - $49.45/hr For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills. Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.