Company Information At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials. Company Culture Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives. At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. Job Overview Summary As a member of the Integration Services team, you will provide support and implementation assistance to our customers through a variety of methods. You will also liaise with the internal project management, engineering, and Product management teams. An ability to quickly master the complexities of integrations in our clinical research ecosystem will be essential in this role. This role consists of 90% customer support and implementation and 10% team related functions/learning. Job Duties & Responsibilities - Become proficient in integration technologies within the scope of the team’s responsibility and workflows in associated Advarra products. Understand what problems each integration solves for a given customer. Share this knowledge with all other internal cross-functional teams as necessary. - Develop an in-depth understanding of the data elements and data flow from the sending system to the receiving system via the integration application and how data is mapped between the systems. - Develop an understanding of customer processes and standard operating procedures. - Provide support via phone, e-mail, or ticket system to respond to inquiries and troubleshoot complex issues. These support issues could require multiple days to fully resolve and may require escalation to other internal experts. - Complete daily monitoring and troubleshooting tasks to ensure our integrations continue to function as expected. This may include reviewing various error queues and alerts. - Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly. When a solution is not readily available, collaborate with other internal resources. - Perform advanced troubleshooting and issue investigation using technical tools and methods, including reviewing server logs, writing SQL queries, and leveraging monitoring platforms (e.g., Datadog. - Develop good working relationships and build trust with customers. - Demonstrate responsiveness and sense of urgency in all customer interactions. - Serve as internal escalation point for customer issues. Act as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions. - Advocate for customers by tracking and communicating suggestions for software enhancements. - Stay current with application updates and demonstrate new functionality to customers. - Perform other job-related duties as assigned. Location This role is open to candidates working remotely in the United States. Basic Qualifications - High school diploma - 3+ years of experience providing customer support - Experience providing customer support for software applications - Experience conducting training for existing customers or prospects - Ability to translate customer requirements into product functionality and design Preferred Qualifications - Bachelor’s degree. - Previous experience integrations, the software industry, or clinical research - Proficiency with MS Office (Word, Excel, and PowerPoint) - Effective communication skills, including listening, writing, and speaking - Strong time management skills and ability to effectively manage multiple priorities - Strong analytical, problem-solving, and interpersonal skills - Ability to work independently and integrate into a team environment Physical and Mental Requirements - Sit or stand for extended periods of time at stationary workstation - Regularly carry, raise, and lower objects of up to 10 Lbs - Learn and comprehend basic instructions - Focus and attention to tasks and responsibilities - Verbal communication; listening and understanding, responding, and speaking Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment. The base salary range for this role is $ 70,561- $ 122,684. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.

• Maintain seamless, continuously validated technology environments across all locations: laptops, tablets, mobile devices, monitors, AV equipment, and Zoom Rooms. Deliver expert support for Microsoft 365, Teams, Zoom, Windows, macOS, and mobile devices. • Design, deploy, and manage multi-site network infrastructure including LAN/WAN, managed switches, Wi-Fi, firewalls, and network segmentation. • Configure and support satellite connectivity (Starlink) for maritime and remote locations. • Manage physical security technology: CCTV, IP cameras, NVR systems, and access control across all managed properties. • Provide on-demand support to executive family members on personal devices and home office setups. • Handle physical setup and installation of technology equipment at residences and ensure fully operational, secure technology setups during business travel — including hotels, vehicles, and yachts. • Manage all IT assets across locations: device inventories, software licenses, and subscriptions, with proactive refresh cycles. • Implement and maintain cybersecurity controls appropriate to high-value individuals: endpoint protection, MDM, firewall configuration, anti-malware, and secure VPN. • Conduct proactive testing of all equipment and conferencing systems ahead of meetings and events. • Maintain current documentation of system configurations, operational procedures, and issue resolutions across all locations. • Be available on-call for urgent support outside business hours under a structured on-call arrangement.

• Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services. • Create and maintain customer facing onboarding documentation for all IHIE products/services. • Create and maintain onboarding and change request questionnaires to effectively scope project requirements. • Identify best practices to promote the adoption of IHIE products and services. • Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations. • Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project. • Provide technical scoping with current customers who have submitted a change request. • Assist customers in resolving technical issues related to product usage and recommend improvements. • Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams. • Review onboarding requirements with customers prior to their project starting. • Identify and address any requirement inconsistencies between IHIE and customer. • Help manage scope changes or expectation setting with customers during active implementation projects. • Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.

What's the role? We are seeking a Lead Technical Support Engineer with a strong background in mobile and embedded SDK application development who thrives at the intersection of technical expertise and customer success. In this critical role, you’ll serve as a trusted technical advisor for customers, helping them unlock maximum value from HERE’s industry‑leading location products and services across the entire lifecycle, including evaluation, production, and optimization. Location: California Remote The ideal candidate possesses: - Customer orientation and excellent communication skills that enable them to effectively represent the Voice of the Customer internally while safeguarding HERE’s business interest. - An ability to think strategically about business, product, and technical challenges as they help our customers leverage HERE services to solve their business problems is required. - Skills that allow them to will analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution. - A desire to provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process. Who are you? - 5+ years working with mobile applications and cloud services (e.g., RESTful APIs, SDKs, Java) with a strong focus on supporting mobile SDK applications, including 2+ years in a customer-facing role. - Expert-level capability in diagnosing production issues for customer-facing SDK implementations across Android, iOS, and Flutter with native (C/C++) stack traces, symbolicated crash logs, and managed call stacks. - Deep understanding of SDK architecture, application development lifecycle, and the ability to guide complex integration decisions and drive HERE product adoption and long-term customer success - Strong analytical and problem-solving skills to identify root causes, define permanent corrective actions, and drive timely resolution for high-visibility customer escalations; acts as a technical escalation point for complex or high-impact customer issues. - Project management proficiency with a results-driven mindset; able to manage multiple priorities in a fast-paced environment. - Self-motivated and accountable, with a track record of seeing tasks through successful completion. Preferred Qualifications - Experience developing applications in embedded, IVI, and automotive environments (e.g., Android Automotive OS, AOSP), as well as mobile applications on iOS and Flutter, using Kotlin/Java or Swift - Strong understanding of mapping technologies: geocoding, navigation, GPS, routing, positioning, traffic, and tile rendering. - Experience leading training sessions, knowledge sharing workshops, and technical deep dives with customers and internal teams The expected base salary range for this position is $115,000 to $125,000 per year. Actual compensation will be based on factors such as skills and experience. This position is also eligible for an annual performance bonus, which is subject to company and individual performance. Life at HERE comes with generous benefits to support your health and overall wellness. Benefits available to US-based HERE employees include health (Medical/Dental/Vision) insurance, retirement savings plans, paid time off & leave policies. As part of HERE Technologies employment process, candidates will be required to successfully complete a background verification process. Offers of employment and any related claims are subject to the successful completion of a background verification. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, HERE will consider for employment qualified applicants with arrest and conviction records. HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. Under Section 503 of the Rehabilitation Act of 1973 and VEVRAA, we have developed an affirmative action program (AAP) for individuals with disabilities and protected veterans. Portions of the AAP are available for review by applicants and employees through our People Team. #LI-AG3 #LI-REMOTE Who are we? HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely. At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.