• Lead the end-to-end onboarding process for new users in Genesys and Salesforce, including account setup, role-based access configuration, workflow customization, and initial training sessions to ensure quick adoption and productivity. • Design, implement, and maintain integrations between Genesys and Salesforce using APIs, middleware tools (e.g., MuleSoft or Zapier), and automation scripts to synchronize data, routing, and reporting functionalities. • Provide Tier 2 support for integration issues, user queries, and platform errors; diagnose problems using logs, dashboards, and monitoring tools; and escalate complex issues to senior engineering teams as needed. • Identify opportunities to streamline onboarding workflows, automate repetitive tasks, and enhance integration reliability; collaborate with stakeholders to gather requirements and implement improvements. • Develop and maintain comprehensive documentation for integrations, onboarding guides, and troubleshooting procedures; conduct training webinars and knowledge-sharing sessions for internal teams and end-users. • Ensure all integrations and onboarding activities adhere to data privacy standards (e.g., GDPR, CCPA) and platform security best practices, including regular audits and access reviews. • Track system performance metrics, user satisfaction scores, and integration health using analytics tools; generate reports and recommend proactive enhancements.

• Provide advanced customer applications support to business development managers and customers, including Olink kit and core labs; this includes technical support, troubleshooting issues related to user technical skill, instrument operation, and data analysis to ensure highest customer satisfaction • Actively collaborate with different departments of the company to find the best solution to queries and issues from Olink customers • Ensure that customers receive the best possible support and service via e.g. telephone conferences, and e-mail • Communicating courteously with customers by telephone, email, letter and keep accurate records of discussions and/or correspondence with customers • Provide high quality internal support for analysis service teams • Responsible for Olink support mailbox • Make suggestions for improvements of product and internal process based on customer feedback • Handle customer complaints, provide appropriate solutions and alternatives in a timely manner • In charge updating all external cases and solution in SFDC • Travel ~10% within North America, travel outside North America as needed

• Handle incoming technical support calls from Abaxis Human Medical customers • Deliver clear, effective troubleshooting for Piccolo instruments and rotor-related issues • Accurately document all customer interactions and case details in the Quality Management System (QMS) • Support customer correlations, protocols, and validation requests • Assist with customer evaluations and data analysis, ensuring thorough documentation • Provide guidance on regulatory requirements and applicable governing standards • Support and document new Piccolo instrument installations • Identify, document, and escalate performance issues to the Quality team • Proactively communicate software updates and field actions to customers • Contribute to continuous improvement and take on additional responsibilities as needed

• Lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support • Enhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaboration • Manage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacy • Collaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levels