• Provide day-to-day operational support for Blue Prism environments (on-prem) • Diagnose and resolve customer-reported issues across: • Blue Prism Application Server, Robot runtime, and environment configuration • Blue Prism HUB and related components • Authentication, user management, and permissions • Connectivity, scheduling, and queue management • Analyze issues to determine whether they stem from platform configuration, infrastructure, or solution design, and implement or recommend appropriate corrective changes • Plan, coordinate, and execute Blue Prism platform upgrades and version transitions, including HUB upgrades • Coordinate with database teams to plan and execute SQL Server upgrades (e.g., MSSQL 2016 migrations) • Support the setup and configuration of Blue Prism reporting databases, including coordination with DB teams on schema, access, and data flow • Plan and execute failover server configurations for Blue Prism environments • Perform routine system maintenance including health checks, configuration reviews, and environment documentation Monitoring & Observability • Maintain and improve existing Dynatrace monitoring for Blue Prism infrastructure • Identify gaps in monitoring coverage and implement new monitors proactively • Use monitoring data to surface recurring issues and drive operational improvements • Act as a trusted technical contact for clients running Blue Prism in production • Communicate clearly about issues, root causes, and remediation steps • Balance responsiveness with thoughtful, sustainable solutions • Work with BP3 architects and senior engineers on complex or systemic issues • Coordinate with Blue Prism support when defects or product-level issues are identified • Contribute to documentation, runbooks, and operational knowledge transfer

• Provide day-to-day operational support for Blue Prism environments (on-prem) • Diagnose and resolve customer-reported issues across: • Blue Prism Application Server, Robot runtime, and environment configuration • Blue Prism HUB and related components • Authentication, user management, and permissions • Connectivity, scheduling, and queue management • Analyze issues to determine whether they stem from platform configuration, infrastructure, or solution design, and implement or recommend appropriate corrective changes • Plan, coordinate, and execute Blue Prism platform upgrades and version transitions, including HUB upgrades • Coordinate with database teams to plan and execute SQL Server upgrades (e.g., MSSQL 2016 migrations) • Support the setup and configuration of Blue Prism reporting databases, including coordination with DB teams on schema, access, and data flow • Plan and execute failover server configurations for Blue Prism environments • Perform routine system maintenance including health checks, configuration reviews, and environment documentation Monitoring & Observability • Maintain and improve existing Dynatrace monitoring for Blue Prism infrastructure • Identify gaps in monitoring coverage and implement new monitors proactively • Use monitoring data to surface recurring issues and drive operational improvements • Act as a trusted technical contact for clients running Blue Prism in production • Communicate clearly about issues, root causes, and remediation steps • Balance responsiveness with thoughtful, sustainable solutions • Work with BP3 architects and senior engineers on complex or systemic issues • Coordinate with Blue Prism support when defects or product-level issues are identified • Contribute to documentation, runbooks, and operational knowledge transfer

• 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.