• Provide technical support via calls, email, and ticketing systems • Communicate effectively with customers and resolve issues • Analyze and troubleshoot application, database, and infrastructure issues • Execute SQL queries and scripts for data analysis • Use SQL Profiler to diagnose performance issues • Handle database scripts and index-related troubleshooting • Troubleshoot Windows OS issues including third-party driver problems • Analyze logs using Event Viewer • Manage Windows services using services.msc • Understand server concepts and types of servers • Create and manage Active Directory accounts • Perform password resets and account unlocks • Document issues and resolutions

• Collection, analysis, and change recommendations of configuration information • Collection and analysis of customer network information • Collection and analysis of packet trace information • Recommend actions based on analysis • Customer education (gaps in networking, product knowledge etc) • Reproduction of customer environments on lab equipment • Follow up technical cases and manage the right expectation until the closure of the cases • Work closely and provide direct technical email and phone support to FFI customers • Develop best practice deployment and troubleshooting methodology documentation. • Analysis of support request, completion of requests for information and documentation • Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results • Participate in an on-call rotation to support FFI customer outside of business hours

• Lead end‑to‑end management of user-facing program operations workstreams, including study intake and researcher onboarding, DUA processing, data access request reviews, Privacy Board coordination, and ongoing technical assistance for linkage and data enclave services. • Coordinate with federal customers and technical leads to translate program policies, privacy requirements, and program goals into clear operational processes, SOPs, templates, and training materials. • Oversee day‑to‑day execution of operational activities, tracking data requests, data delivery timelines, risks, and issues, user support needs, and ensuring timely completion of requirements and deliverables. • Manage development and use of dashboards and metrics to monitor user engagement, program participation, DUA processing, linkage demand, turnaround times, user experience, and continuous improvement actions. • Lead planning and delivery of communications, documentation, and training for researchers and stakeholders, including guidance on DUAs, masking, linkage options, enclave use, CMS data use and analysis, and disclosure review processes. • Oversee analytic output and disclosure review processes, including coordination of automated and manual review workflows, user notifications, issue resolution, and documentation updates. • Plan and execute data linkage operations related transition activities, including orderly transfer of environments, configurations, documentation, and tools. • Coordinate study closeout and transfer activities, including handoff of linked data products, materials, and compliance requirements. • Manage DUA & Requirements Tracking Tool operations, ensuring that status updates, approvals, training completion, and lifecycle tracking are accurate and timely. • Provide stakeholder engagement leadership, serving as a primary liaison between users, program leadership, federal customers, and technical teams. • Support continuous improvement by standardizing templates, enhancing workflows, refining communications, and documenting lessons learned.

• Be the initial point-of-contact for support tickets submitted by Lap of Love users and triage appropriately • Gather information and collaborate with internal subject matter experts as needed to resolve issues reported to the product team • Manage the lifecycle of tasks they submit to the programmers which include creating the task, testing the fix in the QA environment, communicating its resolution to the user who reported the issue, and supporting deployment of the fix to the Live environment • Create documentation about Lap of Love’s proprietary software system (Sunshine) as appropriate and memorialize it in our internal knowledge base • Perform additional tasks when requested by the product team • Abide by Lap of Love’s Core Values: Truly Love Humanity (humble, help above all else, mindful), Passionate About Culture (adaptable, purpose drive, above & beyond), and Reputational Excellence (professional, self-motivated, reliable)