• Receive, analyze and perform the initial triage of support tickets • Identify issues and collect information for technical diagnosis • Assist customers in resolving questions related to the platform’s services • Perform basic checks on servers, applications and hosted services • Interpret logs and metrics to support technical investigations • Escalate incidents to the responsible teams when necessary • Follow up on tickets, ensuring clear communication and alignment with customers • Document procedures, solutions and customer support best practices • Contribute to the continuous improvement of support processes and the customer experience

• 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

• 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