• Serves as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships. • Responds to customer inquiries within defined SLAs, prioritizing based on business impact and severity. • Communicates technical information clearly and professionally, tailoring explanations to customer technical proficiency. • Provides timely, accurate, and actionable updates aligned with incident severity and communication guidelines. • Advises customers on product usage, configuration best practices, and operational recommendations to prevent future issues. • Owns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system. • Produces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse. • Collaborates effectively within SWARM models to resolve complex issues within SLA expectations. • Utilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions. • Troubleshoots the majority of cases independently using experience, documentation, internal tools, and external research. • Identifies recurring or systemic issues and proactively recommends corrective or preventative improvements. • Authors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability. • Shares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise. • Demonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers. • Resolves advanced and non-routine technical issues within assigned product areas. • Applies domain expertise to evaluate complex environments, configurations, and integrations. • Provides advanced guidance on product configurations, deployment patterns, and operational best practices. • Maintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges. • Appropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues. • Partners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents. • Builds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues. • Contributes to internal enablement through advanced training sessions and technical knowledge sharing. • Identifies opportunities for process improvement and operational efficiency within the support function. • Collaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes. • Supports initiatives to simplify processes and improve overall support effectiveness.

Role Description We are looking for a Technical Support Engineer to join a leading DeFi company. - Act as Level 2 support, providing timely and accurate feedback to customers (toB and toC) or client service team on technical issues/enquiries. - Investigate technical issues raised by clients, perform analysis by looking into logs, and provide proper recommendations. - Produce reports of issues and classify the urgency of service incidents, escalating to the necessary teams. - Contribute to educating or supporting client services teams to improve client response. - Document work-arounds for known technical issues and define the framework of the documentation process for product changes. - Bring the client voice to internal teams, collect context information of issues, record info in Jira, and raise it to the Dev Team for further analysis or bug fixes. - Operate autonomously in a results-driven environment, requiring critical thinking and organization. - Engage in micro-interactions with industry partners, thought-leaders, and community members. Qualifications - Strong communication and collaboration skills. - Experience using multiple channels for communication, including JIRA, Zendesk, and Telegram. - Development capabilities, with mastery of at least one programming language (C++, Java, Python, JavaScript, etc.). - Familiarity with RESTful and Websocket protocols. - Experience with monitoring & troubleshooting tools, including Linux Shell Script, SQL, ELK (Kibana), and Grafana. Requirements - Ability to guide clients in implementing their trading programs with our API. - High level of engagement and passion for working in a dynamic and complex industry. Benefits - Opportunity to work in a leading DeFi company. - Engagement in a dynamic and evolving industry. Hiring Process - Screening - Assessment - Offer

• Provide technical support across various systems, focusing on diagnostics and root cause analysis. • Resolve technical inquiries from Customer Dealers and internal teams. • Guide dealers through repair processes and ensure accurate case documentation. • Collaborate with dealer technicians and internal agents to resolve complex technical issues. • Document cases and technical data in internal systems. • Coordinate Field Engineer visits. • Engage in training and product knowledge exchange. • Collaborate with engineers, project managers, and dealership staff to share insights and trends. • Occasionally conducting vehicle testing and servicing arrangements. • Escalate cases when necessary, ensuring all relevant information is included and properly documented. • Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.

Title: Lead Security Production Support & DevOps Engineer (.Net) - Remote or Hybrid in MN or DC Location: Washington, Minneapolis United States Requisition number: 2357250 Job category: Technology Overtime status: Exempt Travel: No Job Description: Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Enterprise Security and Resilience Office business is hiring for a Lead DevOps Engineer who has a passion for learning, is a solid problem solver, and a critical thinker with broad technical experience. We need someone who has a background and experience with both legacy and new product support and DevOps delivery. This role is for an individual contributor requiring hands on technical skill and problem-solving for a large, complex Microsoft .NET full stack application development project. The role includes, but is not limited to, production application support, documentation, operations and delivery, participation in an on-call rotation. If you are located in MN or DC, you will have the flexibility to work remotely* as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. Primary Responsibilities: - Become a SME for the identity and access management system - Maintain, operate, and support the identity and access management system - Participate in on-call rotation to provide 24/7 production support - Participate and/or coordinate in triage and service restoration (Incident Management) and root cause analysis and resolution (Problem Management) activities as required - Support CI/CD pipelines for the identity and access management system - Create and maintain technical documentation related to operations and maintenance for the identity and access management system - Identify and implement opportunities for process improvements and automation to increase efficiency and streamline operations - Adhere to company policies and procedures, as well as security and compliance standards You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: - 6+ years of experience with .NET Application Support - 4+ years of experience with structured change, release, incident, and problem management practices including root cause analysis - 4+ years of experience with CI/CD pipelines - 4+ years of experience with Infrastructure as Code (IaC) - 4+ years of experience using SQL, Microsoft SQL Server, & SQL profiling / performance tuning - 4+ years of experience supporting enterprise-level IT infrastructure in a hands-on capacity - 2+ years of experience with PowerShell - Available to participate in on-call rotation to provide 24/7 support Preferred Qualifications: - .Net Application Development experience - Identity and Access Management experience - Directory Services, Authentication and Access Provisioning experience - Requirements and technical specification documentation experience - Expertise in Agile and DevOps methodologies, Azure DevOps Application Lifecycle Management (ALM), and Git Source Code Management - Proficiency in MS Office (Word, Excel, Outlook, PowerPoint, Access, MS Visio) - Proficient in containerization, deployment, and orchestration tools for applications across diverse environments (e.g., Docker, Kubernetes) - Solid knowledge of integration technologies, middleware, and protocols - Solid understanding of networking principles in Cloud environments - All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.