• Develop foundational knowledge of Hinge Health products, common technical challenges, and troubleshooting techniques through structured onboarding and shadowing. • Begin handling member inquiries via phone, email, and chat under guidance, consistently meeting quality and response-time standards. • Build relationships with teammates and cross-functional stakeholders to understand escalation paths and resolution workflows. • Independently diagnose, investigate, document, and resolve member problems related to Hinge Health hardware and software products. • Conduct thorough root cause analysis and contribute insights to improve knowledge-base articles and troubleshooting guides. • Consistently meet key organizational metrics for quality, productivity, and member satisfaction. • Serve as a reliable resource for peers on complex troubleshooting scenarios, helping elevate the team's collective capability. • Proactively identify recurring technical patterns and recommend process improvements to reduce member friction. • Demonstrate mastery across all support channels, contributing to a best-in-industry member experience.

• Provides national level technical support to HCUS personnel as needed via the telephone and on-site visits • Provides remote and over the phone troubleshooting and diagnostic analysis with customers and dealers over the phone and via email • Adheres to a 15-minute response time to returning service calls • Supports the sales and marketing teams with promoting the product(s) • Approves FDA-2579 submissions for MG installations or certified component replacements • Assist with training classes under the direction and support of senior technical support team members • Helps roll out new MG products by participating in installations as needed • Continuously works with the installation team to improve processes and customer experience • Assists with field service work as company needs dictate • Maintains excellent working relationships with HCUS personnel in all departments • Works overtime and odd hours as needed, including at the “last minute” • Travels extensively to customer sites to solve problems as needed • Adheres to and ensure compliance of all safety practices and quality procedures

We are looking for a** IT Support Engineer** with experience in server infrastructure management in either Windows or Linux work remotely from anywhere in Latin America. You will be working in an agile environment, with an awesome team on the implementation of world-class software products. • Technical support continuous integration and delivery pipeline. • Drive technical innovation and efficiency in cloud infrastructure operations via integration duties relative to platform support and service delivery. • Facilitate after hours infrastructure deployment efforts as planned. • Support development and QA teams in their deployment efforts as needed. • Open change tickets as needed to facilitate release automation processes. • Ensure pipeline platforms are redundant and backed up as needed. • Communicate effectively and appropriately, deferring to management on communicating with external teams as needed. • Provide internal and external customers with excellent customer service. • Attend departmental, project and general meetings and effectively represent current status as appropriate. • Participate in company provided training and perform independent training and research as appropriate. • Install system patches and application updates as directed. • Assist in other production support efforts as needed.

• Work with the Internal Support Manager to develop and execute the Internal support Team vision • Work with internal staff on support solutions • Research and develop service related processes and solutions • Create documentation for support best practices • Automate existing processes • Research and deploy new systems and tools to improve efficiency and scalability • Manage the systems used by staff to perform their duties • Proactively work cross-functionally to build relationships and rapport amongst highly technical and non-technical co-workers • Identify potential obstacles and suggest operational and security improvements • Participate in organizational initiatives to improve functions, processes, and technology for Atlas Technica and clients