Description Tyto Athene is searching for a Technical Academic Advisor. The Technical Academic Advisor provides full technical and navigational support for the Defense Acquisition University’s Learning Management System and many of its peripheral systems, at a Tier 1 level. This includes answering inbound phone calls and emails pertaining to account management, navigation, browser troubleshooting, course-enrollment management and policy clarification, among other topics. Responsibilities: - Provide a high level of customer service in a fast-paced environment to DAU students, faculty, staff, and other inquirers (user base of 500,000+) - Answer inbound phone call, email, and ticket inquiries - Follow up with existing tickets/inquiries, as appropriate - Accurately classify and record details of inquiries into a web-based ticketing system - Aid in the account management, navigation and technical troubleshooting of the DAU Virtual Campus – to include login, course-enrollment management, and peripheral systems - Effectively diffuse problem issues for users with empathy and professionalism - Effectively manage time to ensure that minimum standards are met Qualifications Required: - Exceptional communication skills, both verbal and written - Demonstrable PC skills - Previous clerical, call center or help desk experience, with email support desired - Microsoft Office Suite, especially Outlook, Word, and Excel - Associates Degree or higher in Information Technology or related field preferred - 1+ years’ experience with troubleshooting – to include researching problems, analyzing trends, and expressing findings. - 1+ years’ experience in customer service desirable Clearance: - Must be able to obtain a Public Trust About Tyto Athene Compensation: - Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range. Benefits: - Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave. Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide. At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto? Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.

• Central technical point of contact for assigned accounts, ensuring high level of value realization and customer satisfaction. • Delivery of pro-active services, like notifications of upcoming releases and possible impact and desk-side coaching • Onsite and roll-out support, leading and guiding customer through complex environment changes • Coordination of the mitigation of customer technical issues with Support, Engineering and Consulting

JOB DESCRIPTION: MAIN PURPOSE OF ROLE Summarize the main purpose of the role. Individual contributor that works under limited supervision. Applies subject matter knowledge. Requires capacity to understand specific needs or requirements to apply skills/knowledge. MAIN RESPONSIBILITIES • Responsible for promoting and/or selling the organization's products across multiple or non-specified channels in a designated territory by contacting specialists, physicians, pharmacies and/or distributors. QUALIFICATIONS Education Education Level Major/Field of Study Or Education Level Associates Degree (± 13 years) ☐ Experience/Background Experience Experience Details Minimum 1 year The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY: Sales Force DIVISION: CRM Cardiac Rhythm Management LOCATION: China : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable

• Provide customers with expert guidance on deployment, operational best practices, and assist in establishing a Wiz Center of Excellence. • Serve as the primary Wiz liaison for technical questions or escalations, collaborating with Support, Product Management, and other relevant teams. • Contribute to workshops aimed at helping customers unlock the full value of the Wiz platform. • Develop trusted advisor relationships and establish a regular cadence with customer stakeholders from practitioners to C-level, with a focus on increasing adoption, ensuring retention, and fostering satisfaction. • Help customers develop Success Plans, outlining critical goals and key performance indicators, and provide guidance in achieving these objectives. • Measure customers’ achievement of these key performance indicators and report those both internally and externally. • Identify and address technical issues to ensure high levels of customer satisfaction. • Collaborate with Engineering and Support teams to resolve technical escalations quickly and efficiently. • Advocate for customer needs across various departments (product management, support, ...). • Offer insights regarding the availability of new features in Wiz. • Program manage account escalations effectively. • Collaborate with the Wiz Sales and Renewal teams to secure contract renewals. • Assist in identifying opportunities for expanding Wiz usage across the customer’s organization. • Maintain up-to-date functional and technical knowledge of the Wiz platform. • Continuously monitor news related to new & emerging cloud security threats. • Grow your knowledge of the Wiz ecosystem (Cloud Service Providers, Technology partners, ...)