• Tier 2 technical level support to clients, or triaging/escalating issues to appropriate technical teams. • Provide technical project leadership to manage the full deployment of key post go-live product solutions by prioritizing tasks, identifying dependencies, and ensuring deliverables are met. • Work with functions like Data Integration Specialists, Data Engineers, Clinical Operation Consultants, and Product Specialists after each deployment to identify and implement solutions that deliver client value. • Collaborate with external client teams to understand evolving requirements/needs and communicate potential approaches to address them. • Understand Qventus Periop and Inpatient solutions to create and sustain buy-in from core users, executives, and surgeons around workflows and tool adoption • Identify and mitigate risks and advise Delivery team leaders on project opportunities and risks, driving any issues to resolution. • Identify process improvement opportunities and create structured approaches to close gaps. • Creates a customer base who is excited about Qventus and serves as a reference for prospective customers.

• Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality. • Troubleshoot any issues that arise from customers and diagnose any blockers. Escalate issues with customer context to the engineering team. • Develop internal tools to automate customer workflows that are currently unavailable in our product. Provide feedback on recurring patterns and advocate for addressing feature gaps in the product. • Design and assist in implementing a comprehensive knowledge base to assist customers with using our product.

• Provide technical support via phone, email, and remote tools • Diagnose and resolve IT issues, escalating where appropriate • Monitor and troubleshoot issues across: ○ Networks ○ Telecoms systems ○ End-user devices (desktops/laptops) ○ Applications and ICT systems • Log and manage support tickets, ensuring accurate documentation • Prioritise and categorise incidents based on urgency and impact • Maintain regular communication with customers on ticket progress • Create and update technical documentation and knowledge base articles • Attend customer sites to resolve issues that cannot be handled remotely • Stay up to date with emerging technologies and best practices

• Provide timely and effective responses to customer inquiries and issues • Own and resolve complex logistics and SaaS customer issues • Gain a deep functional and technical understanding of various SaaS products, including setup, configuration, and third-party integrations • Accurately log and track customer issues in the ticketing system, ensuring follow-ups and proper escalation paths for resolution • Collaborate with internal teams, including Product and Engineering, to document and escalate bugs and feature requests • Develop and contribute to internal knowledge bases and customer help center content • Identify patterns in customer issues and proactively suggest process improvements