• Lead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting • Serve as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations • Meet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflows • Oversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related tools • Partner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning • Run a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution • Establish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational health • Use observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectiveness • Partner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomes • Coach and develop team members while reinforcing strong ownership, communication, prioritization, and execution • Identify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflows

• Provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. • Researching, troubleshooting, and supporting of multiple SAP modules for our global clients who use both 4.x and ECC environments. • Diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly configured environments. • Understand the needs and requirements of the clients by coordinating with their representatives. • Ensure a consistent experience to the various users on the client's side in collaboration with other department professionals. • Write the code using ABAP programming language and perform regular usability tests on the code. • Ensure that all programs are completed in schedule as per the client's guidelines. • Provide technical support to the end users in the form of troubleshooting guidelines and modifications.

• Act as the primary intake point for support requests across multiple channels (ticketing system, and phone) • Triage requests from internal staff, external partners, and patients • Assess, categorize, and prioritize incoming issues (e.g., product bugs, IT issues, account errors, patient inquiries) • Provide initial troubleshooting and resolution for common issues • Resolve common support requests such as scheduling errors and incorrect or duplicate patient accounts • Login/access issues (e.g., password resets, email access) • Device and connectivity issues (Wi-Fi, hardware, system access) • Basic patient-facing issues such as account access or navigation support • Distinguish between user error, configuration issues, and true system bugs • Serve as a support contact for non-medical inquiries from patients and external users • Provide guidance on platform usage, access, and general troubleshooting • Route clinical or care-related questions to the appropriate clinical teams • Ensure a high-quality, empathetic experience for external users while maintaining appropriate boundaries and information security. • Log and track all requests in a ticketing system (e.g., Asana or similar) • Ensure visibility into previously untracked requests (e.g., chat messages, phone calls) • Convert product issues into actionable tickets for engineering (e.g., Jira) • Maintain clear, accurate documentation of issues and resolutions • Identify patterns in support requests (internal and external) and surface recurring issues to Product and Engineering teams • Provide structured feedback on usability, workflows, and pain points based on frontline experience • Help improve internal knowledge bases, troubleshooting guides, and support documentation • Contribute to defining and refining support workflows, triage paths, and issue categories

• Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. • Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. • Provide exceptional customer service, ensuring clients feel supported and valued. • Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products. • Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base. • Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements. • Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.