• Receber, analisar e realizar a triagem inicial dos tickets de suporte • Identificar problemas e coletar informações para diagnóstico técnico • Auxiliar clientes na resolução de dúvidas relacionadas aos serviços da plataforma • Realizar verificações básicas em servidores, aplicações e serviços hospedados • Interpretar logs e indicadores para apoiar investigações técnicas • Escalonar incidentes para os times responsáveis quando necessário • Acompanhar chamados garantindo comunicação clara e alinhamento com os clientes • Documentar procedimentos, soluções e boas práticas de atendimento • Contribuir para a melhoria contínua dos processos de suporte e experiência do cliente

• The Operations Support Engineer will be responsible for maintaining and monitoring technical software systems, resolving customer issues, and supporting software operations related to genomic technologies. • This role involves working closely with cross-functional teams—including scientists, software engineers, and bioinformaticians—to ensure the reliability and performance of support systems. • The engineer will also contribute to the development and documentation of support processes and ensure compliance with regulatory standards in a healthcare environment. • Maintain and monitor support systems for technical software, including web applications and genomic software. • Debug complex code and analyze application logs to assist in issue resolution. • Intake, troubleshoot, and resolve customer issues, ensuring timely and accurate follow-through. • Ensure proper escalation of issues to internal teams and maintain clear communication throughout the resolution process. • Assist in code development and code scripting for the improvement of operations support and automation. • Contribute to the design and improvement of support workflows and documentation. • Work closely with scientists, software engineers, and bioinformaticians to diagnose and resolve technical issues. • Collaborate with DevOps and QA teams to ensure smooth deployment and operation of support systems. • Ensure support systems and processes align with regulatory standards such as CLIA, CAP, HIPAA, and FDA.

• Deliver outstanding technical support via chats and emails • Manage customer support tickets and maintain a 24-hour response SLA • Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes • Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements • Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality • Maintain and improve customer-facing documentation and self-service resources in GitBook • Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI

• Serve as a primary interface for customers during onboarding, issue resolution, and ongoing support • Diagnose, troubleshoot, and resolve known technical issues using defined practices, procedures, and company policies • Match customer needs to the appropriate Digital Insight offerings and recommend best-practice usage • Deliver clear guidance and training to customers on how to effectively use supported solutions • Manage multiple customer cases and small projects concurrently • Create clear, concise, and accurate case documentation • Ensure timely, appropriate escalations with fully documented issue details • Build strong working relationships with cross-functional teams across Candescent and Digital Insight Software Solutions