• Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified. • Equipment being monitored includes Cisco routers, Brocade switches, AeroHive /Juniper Mist access points and switches, and Data Center components. • Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved. • Acts as the initial point of triage and escalates events accordingly. • Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers. • Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely. • Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency. • Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts. This may include opening chronic tickets with carriers when necessary. • Manages and correctly processes all inbound emails from vendors, customers, and internal sources. • Provides inbound support for Zayo voice services through all available inbound support channels. • Other duties as assigned.

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the Danaher Business System which makes everything possible. The Technical Support Engineer for Leica Biosystems is responsible for providing technical support via phone or email by diagnosing, troubleshooting, repairing, and debugging electromechanical equipment, computer systems, complex software, or networked and/or wireless systems. This position reports to the Supervisor of Technical Support Engineer-PI Team, and it's a part of the Customer Technical Support team located in Vista, CA/Deer Park, IL and will be fully REMOTE. In this role, you will have the opportunity to: - Drive high-impact technical support by resolving complex installation, upgrade, and migration challenges for Digital Pathology Imaging applications and hardware through phone, remote, and email channels. - Partner with customers and stakeholders by clearly communicating application functionality, features, and best practices to end users and server administrators, enabling confident adoption and optimal system use. - Strengthen team performance and service quality by maintaining precise case documentation, sharing expertise, and collaborating effectively to achieve shared support and customer success goals. ​The essential requirements of the job include: - Bachelor's degree with 1+ years of relevant experience OR Associates degree with 3+ years of relevant experience. - 1+ Years of demonstrated strong experience and working knowledge of the following server components and technologies: - IIS/Apache web servers, Microsoft SQL Server and relational databases, Windows Server OS, Networking concepts. Proficiency in command-line tools (CMD, PowerShell, PuTTY)​ Travel Requirements: - This position requires up to 15% flying and/or driving travel, which may potentially include overnight stays.​ It would be a plus if you also possess previous experience in: - Theoretical and practical application of specialized information to computer systems analysis, programming, and/or image processing applications. - Medical devices, applications, and/or regulated environments. Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info. At Leica Biosystems, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide. The hourly range for this role is $30.00-$40.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future. This job is also eligible for bonus/incentive pay. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. #LI-AP1 #LI-Remote Good to have bi-lingual or multi lingual candidate. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com. Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The U.S. EEO posters are available here. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact:1-202-419-7762 or applyassistance@danaher.com.

Role Description uMotif is seeking a Senior Support Engineer to join our Customer Support team and help deliver reliable, high-quality support for users of the uMotif clinical trial platform. This role is ideal for a technically skilled support professional, engineer or developer with experience in clinical data systems, SQL-based data analysis, and troubleshooting complex platform issues. You will work closely with cross-functional teams to resolve technical problems, support clinical trials, and improve the tools and processes that underpin our support operations. Working remotely from the US, you will support customers during business hours while collaborating closely with our globally distributed team across Europe and North America. The successful candidate will be proactive, detail-oriented, and comfortable operating in a fast-paced environment where solving technical challenges and ensuring excellent customer outcomes are key priorities. Responsibilities - Technical Support & Issue Resolution - Provide day-to-day technical support for the uMotif clinical trial data capture platform. - Investigate, triage, and resolve technical issues using Jira Service Management and other internal systems. - Collaborate with engineering, product, and clinical operations teams to resolve issues efficiently. - Maintain clear and accurate documentation of support interactions and solutions. - Clinical Trial Support & Compliance - Support ongoing clinical trials by troubleshooting user and system issues affecting investigators, healthcare professionals, and study participants. - Provide professional and empathetic communication with users while maintaining compliance and documentation standards. - Data Reconciliation & Analysis - Perform data reconciliation between uMotif captured data and external study EDC systems. - Execute protocol-guided data updates and corrections where required. - Extract, manipulate, and report on clinical trial data using SQL and database tools. - Device Provisioning & Logistics - Manage provisioning and configuration of clinical trial devices including smartphones, tablets, glucose monitors, and wearable devices. - Configure and manage Mobile Device Management (MDM) systems. - Coordinate with global logistics and third-party vendors for device distribution and management. - Process Improvement & Automation - Identify opportunities to improve support processes, tooling, and automation. - Contribute to the adoption of AI tools and automation technologies to enhance support efficiency. - Help develop internal tooling or scripts where appropriate. Qualifications - 5+ years’ experience working in Clinical Trials, Life Sciences, Real World Evidence platforms, Pharmacovigilance, or digital health systems. - Strong SQL/database experience (5+ years) including scripting, data extraction, transformation, and analysis. - Experience supporting data capture or clinical trial platforms. - Strong troubleshooting and analytical skills. - Experience working with ticketing/support systems such as Jira Service Management. - Excellent written and verbal communication skills. - Comfortable interacting with healthcare professionals and clinical research teams. - Strong understanding of data protection and regulatory requirements, including: GCP, 21 CFR Part 11 & GDPR. Nice to have - Experience with some of the following technologies is beneficial: - AWS services including S3 and CloudWatch. - AI tooling such as AWS Bedrock or Amazon Nova. - Python or PHP. - Command line scripting and automation. - Tableau or similar data visualisation tools. - Mobile Device Management (MDM) platforms. Benefits - Unlimited Paid Time Off. - 401(k) Retirement Plan contribution. - Majority company funded benefits package incorporating: Health, Dental and Medex2 coverage, and a selection of Vision plans. - Life and AD&D Insurance fully covered by uMotif. - Remote working solutions. - Work From Home allowance. - uMotif is an equal opportunity employer. - No Recruiters Please.

Role Description We are seeking a dedicated and customer-focused Technical Support Specialist to join our team. This role is designed for a professional with call center experience who is eager to transition their communication skills into a specialized electronics support environment. As the primary point of contact for both internal and external stakeholders, you will deliver foundational technical assistance while upholding our commitment to an exceptional customer experience. In this role, you will balance technical troubleshooting with superior service, ensuring every interaction (whether via phone or email) is handled with promptness, accuracy, and a positive attitude. Key Responsibilities - Technical Support & Troubleshooting - Diagnose and Resolve: Address routine technical issues and performance disruptions for lighting and control systems using documented SOPs, knowledge articles, and established workflows. - Remote Assistance: Provide expert remote troubleshooting for field-installed products to minimize downtime and restore functionality. - System Analysis: Interpret technical drawings and Bills of Material (BOM) to identify correct replacement parts and provide precise installation or application guidance. - Field Modifications: Offer technical direction for the modification of installed products to meet specific site requirements. - Customer Engagement & Communication - Omnichannel Support: Deliver professional, customer-centric assistance via phone and email, ensuring a high-quality experience that builds brand loyalty. - Active Inquiry: Utilize active listening and targeted questioning to accurately capture issue details and define the scope of customer needs. - Case Management: Meticulously document all customer interactions, troubleshooting steps, and resolutions within Salesforce (CRM). - Collaboration & Escalation - Strategic Escalation: Identify complex issues exceeding standard scope and transition them to senior technical teams with comprehensive documentation. - Warranty Partnership: Interface with the Warranty department to expedite solutions for persistent or large-scale field issues. - Knowledge Leadership: Leverage and contribute to Knowledge Centered Service (KCS) by utilizing existing articles and authoring new content to improve team efficiency. - Continuous Learning: Proactively expand product expertise through self-guided modules, instructor-led training, and peer mentorship/shadowing programs. Qualifications - High School Diploma or GED equivalent. - 1 year of work experience in a call center-related field required. - Ability to work remotely from a space with minimal distractions and reliable internet access. - Ability to work in a fast-paced environment with a high volume of customer interactions, requiring effective multitasking throughout the day. - Demonstrated autonomy, diligence, professionalism, and a sense of responsibility. - Demonstrated excellent communication and interpersonal skills. - Ability to diagnose complex problems through analytical thinking. - Technical aptitude - electrical, wiring, digital/analog controls systems, reading schematics, reading/interpreting wiring diagrams. - Computer applications - Microsoft Office Suite, Salesforce (or similar CRM). Travel Requirements - 1-20% Accommodation for Applicants with Disabilities As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000, select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.