Role Description This position is a Tier 2 Technical Support Specialist, responsible for resolving more advanced customer connectivity issues. This role focuses on troubleshooting internet, voice, and other service problems—digging into technical diagnostics, escalating complex cases when needed, and making sure our customers are up and running as quickly as possible. This position is almost entirely technical, with limited billing or basic account work. Duties and Responsibilities: - Deliver advanced troubleshooting support for internet, voice, and equipment issues. - Work tickets escalated from Tier 1 agents, resolving service-affecting problems through root cause analysis. - Provide Tier II support for network-related incidents, escalating complex issues to engineering teams as needed. - Open, update, and close trouble tickets accurately to document issue resolution. - Escalate outages and abnormal network conditions using established escalation procedures. - Collaborate with other teams during network events to assist with customer communication and issue resolution. - Strive for first-touch resolution on all assigned cases. - Utilize multiple systems and tools to test equipment, verify service levels, and resolve connectivity issues. - Respond to customers professionally via phone, chat, or email—always with a solutions-first mindset. - Remain current on internal tools, policies, procedures, and technical standards. - Perform other duties as needed to support service restoral or special assignments during outages. - Other duties as assigned. Qualifications - High school diploma or GED required, Associate’s degree in a technical field preferred. - Previous experience supporting internet, VoIP, or networked systems preferred. - Strong understanding of networking concepts (IP, DNS, DHCP, Wi-Fi, modem/router setup, etc.). - Excellent diagnostic and troubleshooting skills. - Clear, confident communication (written and verbal). - Ability to remain calm and professional during urgent or high-pressure situations. - Familiarity with Windows OS, Microsoft Office, and ticketing systems. - Flexible availability—must be able to work evenings, weekends, holidays, and overtime as needed. Requirements - Regularly required to talk, hear, and communicate effectively. - Required to use hands to type, handle objects, and paperwork. - Required to reach and hold items at chest level or above the shoulder. - Required to use close vision, see colors, and be able to focus. - Ability to work beyond normal business hours, including evenings up to 9 pm, weekends, and holidays, as necessary. Benefits - Medical (3 plans to choose from), Dental and Vision - Short Term Disability - Flexible Spending Accounts - Company Paid Life as well as Voluntary policies - 401(k) with generous company match - Paid Time Off - Share the Care Paid Time Off - Paid Holidays - Cell Phone Allowance *Applicable by Position* - Career Progression Opportunities - Discounted Broadband Services *Where Applicable*

• Architect the global cloud transit backbone by evaluating and defining the target-state AWS multi-account routing model, including a final design decision between AWS Cloud WAN and regional Transit Gateway (TGW) architectures to unify 40+ AWS accounts. • Design the hybrid interconnect fabric across physical and cloud environments, including Layer 2/Layer 3 connectivity between legacy data centers and AWS using Digital Realty (PlatformDIGITAL / ServiceFabric) and AWS Direct Connect. • Define the cloud-native security perimeter and identity access by engineering AWS WAF, AWS Shield Advanced, and centralized logging, while replacing raw credential management with AWS KMS/Secrets Manager and integrating AWS IAM with Entra ID for SSO. • Standardize cloud routing boundaries for e-commerce and voice workloads, specifically architecting a split-routing model: securely steering SIP signaling through AWS while strictly keeping real-time RTP media on physical hardware to eliminate cloud latency and "noisy neighbor" impacts. • Deliver a transition blueprint including Infrastructure-as-Code (IaC) migration templates and phased rollout strategy to enable migration from the current fragmented state to a unified cloud fabric without disruption to voice or e-commerce services. • Drive strategic Cloud FinOps and architecture economics by auditing existing AWS spend, executing compute right-sizing, and implementing Reserved Instances and Savings Plans alongside structural cloud changes.

Title: Provider Network Relations Quality Specialist Location: Cape Canaveral, FL United States Job Description: Our vision aims to empower our clients by actively leveraging our broad range of services. With our global presence, we have career opportunities all across the world which can lead to a unique, exciting and fulfilling career path. Pick your path today! To see what career opportunities we have available, explore below to find your next career! Please be aware of employment scams where hackers pose as legitimate companies and recruiters to obtain personal information from job seekers. Please be vigilant and verify the authenticity of any job offers or communications. We will never request sensitive information such as Social Security numbers or bank details during the initial stages of the recruitment process. If you suspect fraudulent activity, contact us directly through our official channels. Stay safe and protect your personal information. Job Summary: This position is responsible for providing administrative support and maintaining all facility records within Acuity's worldwide provider network. Strong documentation, interpretation, critical thinking, and follow-up are essential activities of this position. Daily interactions will include phone calls and email correspondence to facility staff members, and internal Acuity employees. Whether the position or person is suitable for remote or hybrid work is based on the nature of the job duties, contract, and/or management's discretion. Duties and Responsibilities: - Review, research, and respond to provider network requests submitted through the Provider Information Network System (PINS) ticketing system. - Act as a liaison and prioritize resolution of facility invoice inquiries and invoice redirects. - Effectively take ownership of managing individual workloads. - Ensure ongoing provider network data accuracy through regular reconciliation of the Provider Information Network Systems (PINS). - Participate in discussions to identify and offer potential solutions to complex issues. - Prioritize and pivot with ease as directed by management when new tasks are assigned. - Adhere to program specific protocols, processes, and policies. - Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines. - Track provider network issues, progress and status for reporting to management. - Professionally interact with all Provider Network departments in support of the medical examination line of business, and the maintenance of relationships with providers. - Support Business Development by pulling network coverage reports and creating maps of our network based on client locations. Qualifications: - High School diploma with 1 year of relevant experience (provider relations, network management, customer service, or quality assurance) required. - Proven conflict resolution experience required. - Proficiency with computers and common office equipment, as well as with MS Office products required. - Must have excellent verbal and written communication skills - High level of organization, strong analytical/problem-solving, and attention to detail. Preferred Qualifications: - Associate degree with 2 years of relevant experience (provider relations, network management, customer service, or quality assurance) preferred. - Medical, dental, or healthcare network and/or insurance experience preferred. Physical Requirements and Work Conditions: - Work is normally performed in a typical interior/office work environment. - Remote work requires dedicated office space. - Work involves sitting for prolonged periods of time. - May require bending and lifting up to 15 lbs. Acuity International is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, national origin, age, protected veteran status, or disability status. For OFCCP compliance, the taxable entity associated with this job posting is: Acuity-CHS, LLC

• Own the Mobile Core Platform: Take end-to-end accountability for the health, performance, and evolution of TextNow's mobile core (HSS, PGW, PCRF, and related functions running in AWS). Drive capacity planning and platform evolution to support growing scale. • Manage Vendor Relationships: Serve as the primary technical interface with our mobile core vendor's Managed Services team and TextNow's broader carrier partners. Review vendor-proposed changes and architectural decisions, catch errors before production, and hold partners accountable to SLAs. Oversee vendor software upgrade cycles, coordinate upgrade windows, and ensure smooth rollouts. • Build AI-Driven Operational Capabilities: Design and deliver AI tooling to improve operational health, including agentic performance analysis, automated diagnostics, and accelerated root cause analysis. Continuously evolve how the team uses AI to raise the bar on operational excellence. • Technical Leadership & Mentorship: Provide technical direction and mentorship across the Telecom Engineering pod, growing into people leadership as the team scales. • Incident Response & On-Call Support: Participate in an on-call rotation, troubleshoot issues, and drive incident resolution to minimize downtime. Conduct post-mortems and implement corrective actions to enhance reliability. • Cross-Functional Coordination: Partner with product, engineering, and other pods to prioritize and sequence network asks. Translate internal requirements into actionable work for the team and vendors. • Platform Evolution: Contribute to the long-term technical roadmap for the core network. Develop and improve monitoring, alerting, and operational tooling for core network health. Evaluate new technologies and drive initiatives to reduce operational burden and increase automation.