Role Description The Universal Agent is a dynamic, cross-functional role focused on delivering exceptional customer experiences across multiple lines of business. This position combines the responsibilities of a Retention Specialist with broader Customer Service capabilities to provide comprehensive support. Universal Agents manage customer interactions across phone, email, and chat channels with professionalism and empathy. They diagnose and resolve moderately complex issues independently, minimizing transfers and ensuring timely solutions. When escalations occur, they handle them effectively to maintain trust and satisfaction. By applying retention strategies, Universal Agents strengthen relationships, reduce churn, and promote loyalty. They also engage in proactive outreach initiatives, including follow-ups and retention campaigns, to enhance customer engagement. Leveraging strong communication, active listening, and problem-solving skills, they consistently deliver accurate and courteous service. Universal Agents utilize contact center tools and adhere to performance standards to ensure operational efficiency and compliance. - Deliver cross-functional support across DIY, Assisted, and Retail lines of business and multiple communication channels (phone, chat, email, social), applying broad product and service knowledge to minimize transfers and ensure seamless client experiences. - Independently manage and resolve moderately complex and Tier-2 escalations, including complaints, product defects, pattern/root-cause identification, and coordination with support teams as needed. - Communicate proactively with clients throughout the case lifecycle, provide status updates, complete follow-ups related to open issues, and ensure timely case closure. - Utilize knowledge base and internal systems to research, resolve, and document client issues accurately. - Apply retention strategies to strengthen client relationships, reduce churn, and promote loyalty through solution-focused conversations and trust-building behaviors. - Conduct outbound proactive outreach, including satisfaction checks, follow-ups outside active cases, and participation in targeted retention or engagement campaigns. - Support team collaboration through training participation, mentoring new associates as needed, contributing to process improvements, and providing feedback to enhance knowledge base content and cross-functional workflows. - Adhere to performance, quality, and compliance standards while effectively utilizing contact-center systems, tools, and documentation protocols. Qualifications - High school diploma or equivalent. - Previous experience in a contact center or customer service role. - Excellent verbal and written communication skills are essential. - Familiarity with relevant software and systems, such as Microsoft Office. - Strong attention to detail to accurately gather and document information. - Ability to handle complex situations and resolve issues efficiently. - Ability to remain calm and empathetic when dealing with upset clients. - Capability to work independently and meet set goals, in a remote work environment. Requirements - Familiarity with Customer Relationship Management (CRM) software. - Familiarity with Knowledge Base systems or the use of online repositories. Benefits - Competitive compensation and benefits to support your health and well-being. - Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage. - Participation in the H&R Block Retirement Savings Plan (401(k) Plan). - Access to the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program. - Automatic enrollment in Business Travel Accident Insurance. - Receive Associate Tax Prep benefit. Company Description Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey.

• Develop, deploy, and maintain study‑specific software applications according to project specifications and SOPs • Integrate acquired device data with backend, project‑specific databases • Participate in decision‑making across the full application development lifecycle for clinical trial data collection solutions • Contribute to the creation of study specifications and support planning and deployment activities • Lead or collaborate on complex customized implementations for client‑specific requirements • Perform peer reviews of low, moderate, and high‑complexity code • Write clean, correct code and follow established engineering best practices • Clearly communicate timelines, scope, technical issues, and decisions to internal stakeholders • Ensure alignment across functions, working closely with Designers, Quality, Translations, and Project Management • Negotiate and resolve issues related to timelines, study schedules, and technical changes • Proactively seek feedback and continuously improve engineering capability • Investigate and resolve technical issues, acting as the last line of defense for delivery and production challenges • Escalate unclear requirements and proactively identify potential problems or risks in your own work and adjacent areas • Participate in cross‑functional training to deepen understanding of study development practices and constraints • Engage in professional and self‑development to strengthen technical and collaborative skills • Adhere to all relevant Clario Standard Operating Procedures

• Own the full application lifecycle—backend APIs, frontend UI, database schema, CI/CD pipelines, and production infrastructure on AWS • Design, develop, and ship new features across the Java/Spring Boot backend and Angular frontend • Manage and optimize our PostgreSQL database, including schema migrations (Liquibase), query performance tuning, and data integrity • Maintain and improve AWS infrastructure: EC2, RDS, S3, CloudFront, and related services • Collaborate directly with the founder to translate business requirements into technical solutions • Improve code quality through testing, code reviews, refactoring, and documentation • Troubleshoot and resolve production issues quickly and thoroughly • Evaluate and adopt modern tools, frameworks, and practices to keep the platform competitive • Leverage AI-powered development tools (e.g., Claude, GitHub Copilot) to accelerate delivery and improve code quality

Role Description We are seeking a Senior Software Engineer (IC3) to join our Customer Trust & Engineering team working on Identity and Access Management. IAM is the bedrock of trust at DigitalOcean; our services sit in the critical path of every request, authorizing billions of transactions per second with single-digit millisecond latency. In this role, you won't just maintain existing systems—you will architect the next generation of our Identity platform. You will be instrumental in supporting our AI initiatives, building seamless SSO integrations for global partners, and evolving our policy engine to support complex, agentic workflows. If you are passionate about distributed systems, security-first engineering, and building at hyperscale, this is the team for you. What You’ll Do - Architect for Scale: Design and develop high-availability, low-latency authentication and authorization services in Go that scale to handle massive load spikes across global regions. - Drive Next-Gen Innovation: Build the IAM foundations for emerging cloud-native AI/ML platforms, designing secure token exchange patterns and identity context injection for agentic AI workflows. - Modernize Identity: Lead the implementation of OIDC and SAML integrations, enabling seamless federated Single Sign-On (SSO) for enterprise customers and strategic global partners. - Solve Complex AuthZ: Evolve our Policy Engine (using industry standards like Rego/OPA) to support advanced resource-level permissions, dynamic scoping, and network-aware access conditions. - Evolve Identity Models: Design and scale robust, multi-tenant data models to manage complex hierarchical structures (users, teams, organizations, and resource boundaries) that map to enterprise customer needs. - Operational Excellence: Take ownership of service reliability, from fine-tuning Kubernetes deployments to migrating legacy data pipelines to modern eventing architectures. - Security First: Proactively identify and remediate complex security vulnerabilities, ensuring our auth flows are resilient against credential stuffing, session hijacking, and configuration theft. - Mentor & Lead: Act as a technical lead for major workstreams, conducting deep code reviews and mentoring junior engineers in distributed systems best practices. Qualifications - 5+ years of software engineering experience, with at least 2+ years focused on Identity (AuthN/AuthZ), Security Products, or high-scale Distributed Systems. - Expert-level proficiency in Go and a strong understanding of gRPC microservices architecture. - Deep knowledge of identity protocols (OIDC, OAuth2, SAML) and access control models (RBAC, ABAC, PBAC). - Proven ability to build systems that handle consensus, replication, and partitioning at cloud scale. - Working experience with container orchestration (Kubernetes), SQL (MySQL), and Infrastructure as Code (Terraform). - A track record of "unwinding" complex legacy logic into clean, maintainable abstractions. - Ability to communicate technical strategy to senior leadership and collaborate across teams (Inference, Billing, DOKS). Nice to Have - Experience with Open Policy Agent (OPA) and Rego. - Familiarity with Cloud-native deployment strategies (Canary/Blue-Green) via Kubernetes. Compensation Range $140,800 - $176,000 *This is a remote role Benefits - Competitive array of benefits to support you, including Employee Assistance Program and Local Employee Meetups. - Flexible time off policy. - Reimbursement for relevant conferences, training, and education. - Access to LinkedIn Learning's 10,000+ courses to support continued growth and development. - Bonus eligibility based on company and individual performance. - Equity compensation for eligible employees, including equity grants upon hire and participation in the Employee Stock Purchase Program. Company Description DigitalOcean is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. You may apply to a maximum of 3 positions within any 180-day period. This policy promotes better role-candidate matching and encourages thoughtful applications where your qualifications align most strongly.