• Investigate and resolve escalated production issues impacting providers and patients. • Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes. • Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing. • Identify and replicate bugs, and escalate internally with clear documentation. • Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases. • Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements. • Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed. • Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

• Prestar um atendimento de excelência ao Cliente, entendendo, qualificando, reproduzindo e respondendo às situações relatadas de maneira eficaz. • Atendimento aos clientes por telefone e via sistema de Chamados, para esclarecimento de dúvidas Funcionais relacionadas ao negócio do produto. • Simulação de Erros relacionado ao produto atendido na base interna de testes para reprodução do mesmo incidente reportado pelo cliente. • Follow-up constante dos chamados sob sua responsabilidade para entendimento do incidente e focado na resolução do mesmo. • Realização de acesso remoto com objetivo de identificar a causa do incidente quando não reproduzido o mesmo no ambiente interno de testes. • Abertura de demanda interna junto ao time de Desenvolvimento para correção do incidente identificado e reproduzido internamente. • Classificação de chamados identificando a causa raiz do incidente.

• Build deep familiarity with each customer's environment, goals, and constraints • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers • Help customers translate their network management goals into NetBox workflows and adoption paths • Serve as the bridge between what customers need and what the product can do • Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades • Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health • Meet SLAs for response and resolution while keeping customers informed throughout • Escalate proactively when revenue, stability, or customer trust are at risk • Surface customer feedback and feature requests to Product with enough context to be actionable • Build runbooks and troubleshooting guides that reduce repeat escalations • Identify patterns in support volume and propose improvements to process or product • Collaborate with TechOps on deep technical escalations and custom customer needs

• Lead, coach, and develop the Level 2 Technical Support team • Serve as the primary escalation point for critical production issues • Respond to customer inquiries across ticketing systems, live sessions, and phone support • Maintain and continuously improve technical documentation • Identify patterns in escalations and drive systemic improvements to prevent recurrence