• Perform highly advanced consultative services and technical assistance related to supporting the CAPPS program and associated applications. • Ensure CAPPS Financials requirements, procedures, development, and testing activities from the Managed Services vendor meet written procedures, coding standards, and follow the CAPPS System Development Lifecycle (SDLC). • Provide technical project support and coordination for CAPPS-related initiatives, ensuring alignment with established milestones, deliverables, and due dates. • Ensure all digital products and content associated with CAPPS meet WCAG 2.1 accessibility standards, maintaining experiences that are perceivable, operable, understandable, and robust for all users. • Regularly review content and solutions for accessibility compliance and implement updates or remediation when accessibility issues are identified. • Submit and track all WCAG accessibility waivers, including: - Coordinating testing efforts for compliance. - Completing waiver submissions as required. - Actively tracking requests submitted to the vendor requesting a resolution. - Actively tracking system coding/configuration once resolutions are available. - Renewing waivers upon expiration if solutions have not been provided or installed. • Provide oversight for functional and technical design walkthroughs, including: - Analyzing business processes and current system workflows to assess ERP design fit. - Reviewing functional designs, technical specifications, and integration documentation to identify technical gaps. - Evaluating upstream/downstream dependencies to ensure architectural alignment. - Preparing technical scenarios and test cases to validate system behavior. - Assessing designs for performance, security, scalability, and data quality impacts. - Providing concise technical feedback during design walks, highlighting risks and dependencies. - Supporting design reviews to ensure accuracy and readiness for development and testing. • Review developed code for compliance with defined requirements and validate code comparisons prior to migration to ensure adherence to all established standards. • Maintain and support the CAPPS Service Desk application, including: - Product configuration and administrative support. - Remaining current on all functionality offered by BOSSDesk (or comparable ITIL-compliant service desk platform). - Ensuring the service desk application remains ITIL-compliant. - Ensuring the application remains current with all approved configuration changes to support customized implementations. - Performing advanced troubleshooting and root-cause analysis. - Ensuring integrations and providing API support (e.g., TDIS). - Responding to reported incidents and proactively monitoring the system. - Maintaining technical documentation and the knowledge management repository. - Collaborating and coordinating with the service desk product vendor for engineering and product support. - Assisting with data analysis and requested reporting. • Provide Level 2 Service Desk support, including ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following established and auditable processes. • Collaborate with a Managed Services vendor responsible for Level 3 duties, ensuring effective escalation and resolution. • Actively respond to and maintain customer ticket requests via the CAPPS Service Desk with current information and status updates, including but not limited to: - Interface issues - IP whitelisting - EFT/secure server connectivity - Agency transfer files - Batch failures - Other related technical tasks across agencies. • Perform all duties following established processes, policies, and procedures, within project scope and schedule, and in accordance with defined milestones and deliverables. • Work under minimal supervision, relying on experience and judgment to plan and accomplish goals while following established processes and procedures. • Perform all work in accordance with Information Technology Infrastructure Library (ITIL) principles and practices for: - IT Service Management (ITSM) - IT Asset Management (ITAM) - Alignment of IT services with business needs. • Actively participate in the Major Incident Management (MIM) process for P1 and P2 incidents based on assigned module responsibilities. • Participate in Disaster Recovery (DR) and upgrade testing activities, including planning, execution, and documentation. • Deliver presentations at CAPPS user groups and other stakeholder forums as required. • Plan, design, develop, implement, support, and maintain information technology security measures to safeguard system information. • Participate, as directed, in annual SOC-1 attestation audits designed to ensure that controls are effectively designed and operated to ensure accuracy and security of CAPPS-related information. • Ensure that enhancements, process changes, and system fixes consider security, availability, processing integrity, confidentiality, and privacy as part of proposed and implemented solutions. • Other duties as assigned.

• Deep-dive into complex code and client integrations to identify bugs, performance bottlenecks, and configuration issues. • Collaborate with Engineering to escalate and prioritize bugs, product gaps, and client feedback • Build internal tools, scripts, and dashboards to improve the efficiency of the support process and monitor API health. • Create alerts, monitors, and runbooks to catch issues before they bubble into something bigger. • Provide support for our enterprise partners during incidents on critical applications and infrastructure issues

About HappyRobot HappyRobot is the AI-native operating system for the real economy—a system that closes the circuit between intelligence and action. By combining real-time truth, specialized AI workers, and an orchestrating intelligence, we help enterprises run complex, mission-critical operations with true autonomy. Our AI OS compounds knowledge, optimizes at every level, and evolves over time. We’re starting with supply chain and industrial-scale operations, where resilience, speed, and continuous improvement matter most—freeing humans to focus on strategy, creativity, and other high-value tasks. You can learn more about our vision in our Manifesto. HappyRobot has raised $62M to date, including our most recent $44M Series B in September 2025. Our investors include Y Combinator (YC), Andreessen Horowitz (a16z), and Base10—partners who believe in our mission to redefine how enterprises operate. We’re channeling this investment into building a world-class team: people with relentless drive, sharp problem-solving skills, and the passion to push limits in a fast-paced, high-intensity environment. If this resonates, you belong at HappyRobot. About the Role We’re looking for a Lead Technical Support Engineer to be the bridge between our customers and our tech. You’ll be the first person users turn to when something breaks—or when they’re just a little confused. You’ll work closely with engineering, product, and ops to fix bugs, improve workflows, and make our AI workers smarter and more reliable. This is a high-trust, high-impact role. You’ll own customer-facing troubleshooting, root cause investigations, and escalations. You’ll turn noise into signal, helping the whole company learn faster from user pain. If you love solving puzzles, calming chaos, and making things just work , this one’s for you. Must-Have 3+ years of experience in a technical support, solutions engineering, or SRE-like role Comfort working with APIs, logs, databases, and modern web stacks (we use Python, JSON, Postgres, etc.) Clear, calm written communication — especially when customers are stuck or frustrated Curiosity and grit — you’ll go deep to figure out what’s actually going wrong High ownership mentality — if something is broken, you fix it or escalate it fast Comfort juggling a mix of tickets, tools, and ad hoc problem-solving every day Nice-to-Have Experience with support platforms like Intercom, Linear, or Zendesk Ability to write scripts or tooling (in Python, Bash, or similar) to automate repetitive workflows Exposure to observability tools like Sentry, Datadog, or Grafana Experience supporting AI/ML, data-intensive systems, or developer-facing tools Previous work in logistics, operations tech, or comms-heavy B2B platforms Why Join Us? Rapidly growing and backed by top investors including a16z, Y Combinator, and Base10. Top-Tier Compensation — Competitive salary + equity in a rocketship Ownership & Autonomy — You’ll own critical systems and shape user experience Real Impact — Every customer you help keeps freight moving and businesses running Work With the Best — Join a world-class team of builders, engineers, and operators Our Operating Principles Extreme Ownership We take full responsibility for our work, outcomes, and team success. No excuses, no blame-shifting — if something needs fixing, we own it and make it better. This means stepping up, even when it’s not “your job.” If a ball is dropped, we pick it up. If a customer is unhappy, we fix it. If a process is broken, we redesign it. We don’t wait for someone else to solve it — we lead with accountability and expect the same from those around us. Craftsmanship Putting care and intention into every task, striving for excellence, and taking deep ownership of the quality and outcome of your work. Craftsmanship means never settling for “just fine.” We sweat the details because details compound. Whether it’s a product feature, an internal doc, or a sales call — we treat it as a reflection of our standards. We aim to deliver jaw-dropping customer experiences by being curious, meticulous, and proud of what we build — even when nobody’s watching. We are “majos” Be friendly & have fun with your coworkers. Always be genuine & honest, but kind. “Majo” is our way of saying: be a good human. Be approachable, helpful, and warm. We’re building something ambitious, and it’s easier (and more fun) when we enjoy the ride together. We give feedback with kindness, challenge each other with respect, and celebrate wins together without ego. Urgency with Focus Create the highest impact in the shortest amount of time. Move fast, but in the right direction. We operate with speed because time is our most limited resource. But speed without focus is chaos. We prioritize ruthlessly, act decisively, and stay aligned. We aim for high leverage: the biggest results from the simplest, smartest actions. We’re running a high-speed marathon — not a sprint with no strategy. Talent Density and Meritocracy Hire only people who can raise the average; ‘exceptional performance is the passing grade.’ Ability trumps seniority. We believe the best teams are built on talent density — every hire should raise the bar. We reward contribution, not titles or tenure. We give ownership to those who earn it, and we all hold each other to a high standard. A-players want to work with other A-players — that’s how we win. First-Principles Thinking Strip a problem to physics-level facts, ignore industry dogma, rebuild the solution from scratch. We don’t copy-paste solutions. We go back to basics, ask why things are the way they are, and rebuild from the ground up if needed. This mindset pushes us to innovate, challenge stale assumptions, and move faster than incumbents. It’s how we build what others think is impossible.

• Provide technical support to customers experiencing database and platform issues • Translate complex technical concepts into clear, actionable guidance • Collaborate with customers to understand their use cases and optimise their implementations • Deeply understand customer pain points and challenges to deliver solutions that truly address their needs • Be a trusted advisor to customers and help them succeed • Manage customer cases from beginning to end. • Troubleshoot and optimise PostgreSQL and TimescaleDB performance issues • Help implement database solutions, including Timescaledb features like hypertables, compression strategies, and continuous aggregates • Analyse complex query execution plans and resolve performance bottlenecks • Test new database features related to TimescaleDB or Agentic PostgreSQL to stay ahead of customers and proactively help them leverage new capabilities • Investigate issues across the full stack — from application layer to database internals • Integrate and troubleshoot platform features