• Own the end-to-end technical onboarding experience for new enterprise customers, from kickoff through successful integration • Build and maintain integration scripts, tooling, and documentation to accelerate customer time-to-value • Serve as the primary technical point of contact during the onboarding phase, translating customer requirements into actionable engineering solutions • Diagnose integration issues across customer environments (APIs, data pipelines, cloud infrastructure) and drive them to resolution • Collaborate closely with product and engineering to surface customer feedback and influence the roadmap • Develop reusable onboarding playbooks and internal tooling to scale the deployment process • Travel to customer sites occasionally for critical onboarding milestones or technical workshops

Implements various types of oversight encounters and activities as applicable including but not limited to site risk analysis, site contacts, aggregate review of data, monitoring visit report review, Sponsor Oversight Visits, system/data spot checks...

• Manage infrastructure on Google Cloud Platform (GCP) • Evolve infrastructure using Terraform • Develop and improve pipelines using Jenkins, Cloud Build and GitHub Actions • Maintain the monitoring stack (Grafana) • Maintain Kubernetes clusters (GKE) • Manage Cloudflare services - ZTNA, DNS, Workers and Pages • Administer clustered SQL and NoSQL database servers and services

Role Description The Application Operations Specialist provides operational support for VaxCare's applications, partnering closely with the Development, Revenue Cycle Management, Customer Care, Onboarding, Implementation, and Inventory Capital Group teams. This role focuses on efficient issue triage, accurate documentation, cross-team communication, and continuous process improvement to deliver timely and effective resolutions and answers. Essential Responsibilities - Operational Support & Issue Management - Triage and resolve application-related issues using established Level 2 runbooks. - Gather accurate technical and business information to support troubleshooting. - Escalate complex or non-runbooked issues through defined development and operations channels. - Support incidents, maintenance requests, and go-live activities as needed. - Investigate data and application issues using SQL and telemetry tools (e.g., KQL, Datadog). - Documentation & Process Improvement - Author and maintain Level 1 support documentation for Customer Care and Level 2 runbooks for Application Operations. - Document workflows, role responsibilities, and operational procedures to ensure consistency and repeatability. - Contribute to documentation of sprints, tooling audits, and other operational initiatives. - Collaborate with development and stakeholder teams to identify and implement process improvements. - Collaboration & Communication - Serve as a proactive liaison between internal teams, partners, and stakeholders. - Build and maintain trusted working relationships across technical and operational teams. - Advise internal partners on application use cases, configurations, and best practices. - Support onboarding, implementation, and Product Support teams during partner go-lives or new feature releases. - Operational Excellence - Manage assigned tickets and projects with strong attention to prioritization and follow-through. - Take ownership of issues from intake through resolution or proper handoff. - Flex into additional projects or initiatives as capacity allows. Qualifications - 1–2 years of experience supporting applications, systems, or UI/UX processes. - 1–2 years of hands-on experience writing and executing SQL queries (MSSQL). - Experience with support and development tools such as Microsoft Office, Postman, Jira, Salesforce, Power BI, Visual Studio Code, or similar. - Familiarity with logging, monitoring, or reporting tools (e.g., Datadog, SSRS, Application Insights). - Educational background or demonstrated interest in Computer Science, IT, Information Systems, Business Administration, or completion of a relevant bootcamp or certification. Preferred Skills and Attributes - Strong analytical and troubleshooting skills with a customer-focused mindset. - Ability to work effectively with cross-functional teams including development, product management, BA, and QA. - Clear written and verbal communication skills. - High level of ownership, accountability, and initiative. - Strong organizational and time-management skills. - Strong drive to create functional, repeatable processes for operational improvement. - Healthcare industry experience is a plus. Other Responsibilities - Remote Work Requirements - Must be able to perform job duties independently with minimal supervision. - Must have private, distraction-free workspace suitable for confidential and focused work. - Must have reliable high-speed internet to support video conferencing and regular computer use. - Must be comfortable being on camera for Microsoft Teams meetings/video conference calls. - Must be willing & able to travel on-site in Orlando, Florida at least 2x per year (Travel expenses reimbursed by VaxCare). - Physical Requirements/Work Environment - Team members must be able to remain in a stationary position for extended periods, as much of the work involves sitting at a computer or workstation. - Significant use of the hands, wrists, and fingers is required for tasks like typing, using a computer mouse, and handling paperwork. - This job requires the ability to view a computer screen and read documents for extended periods. - Team members must be able to clearly express and exchange ideas in English to effectively communicate with customers and co-workers. - Many office-based jobs specify the ability to occasionally lift or move up to 10-20 pounds to handle supplies or equipment.