• Provide extraordinary service for both our Self-Service and Enterprise customers. • Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless). • Develop deep technical expertise in CockroachDB and accompanying technologies. • Recognize patterns among customer issues and suggest ways to improve our product and offerings. • Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements. • Help develop and iterate on our support processes, tooling and systems. • Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future. • Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets. • Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.

Role Description Provides dedicated first-line support for the NetSuite helpdesk queue, delivering timely and high-quality assistance to users. The role independently manages day-to-day support requests, troubleshoots functional issues, and serves as a reliable extension of the internal team while supporting ongoing business operations. Helpdesk Queue Management - Independently own the NetSuite helpdesk ticket queue as primary point of contact for all user-submitted requests. - Triage, categorize, and prioritize incoming tickets; resolve independently where within scope and escalate appropriately where not. - Maintain clear, professional communication with users throughout issue resolution — setting expectations on timelines and next steps. - Track and document ticket status, resolution steps, and outcomes for auditability and knowledge base development. - Meet or exceed defined SLAs for ticket response and resolution. Access & Permissions Management - Process new user provisioning, role changes, and deactivations in NetSuite following approved access control policies. - Validate access requests against role-based permissions frameworks; escalate non-standard or elevated access requests to the Functional Lead for review. - Maintain documentation of role assignments and changes for SOX compliance and audit support. Troubleshooting & User Support - Diagnose and resolve common NetSuite issues including transaction errors, workflow failures, data discrepancies, login issues, and dashboard/reporting problems. - Guide users through system navigation, process steps, and self-service capabilities. - Reproduce issues in the sandbox environment to validate root cause and solution prior to applying fixes in production. - Escalate complex technical issues requiring SuiteScript, integration, or developer involvement to the appropriate internal or third-party resource. Report & Saved Search Building - Build and modify saved searches, reports, and dashboards in NetSuite to fulfill user requests for operational visibility. - Develop standard templates and reusable reporting components where recurring needs are identified. - Validate report logic and output accuracy before delivery; walk users through interpreting and using delivered reports. Documentation & Knowledge Management - Maintain a living knowledge base of common issues, resolutions, access procedures, and how-to guides. - Document all processes in a clear, auditable format accessible to internal stakeholders. - Contribute to user training materials and self-service resources under the direction of the Functional Lead. Escalation & Coordination - Escalate process design questions, workflow configuration changes, and functional enhancements to the NetSuite Functional Lead. - Escalate technical development needs (SuiteScript, custom integrations, advanced automations) to the designated third-party developer resources. - Maintain clear handoff documentation when escalating; do not allow tickets to fall through handoff gaps. - Participate in periodic check-ins with internal team leads to review queue health, escalation trends, and emerging issues. Qualifications - 3+ years of hands-on NetSuite experience in a functional support or administration capacity. - Demonstrated proficiency with NetSuite saved searches, reports, dashboards, and role/permissions management. - Experience troubleshooting NetSuite issues across core modules: GL, AP, AR, Fixed Assets, and/or Project Accounting. - Ability to work independently and manage a ticket queue with minimal daily supervision. - Strong written English communication skills — professional, clear, and user-friendly in all correspondence. - Comfortable operating in a structured escalation model and following defined protocols. Requirements - Familiarity with adjacent financial systems such as NetSuite Planning & Budgeting (NSPB), Avalara, Rillion, or FloQast. - Working knowledge of financial accounting principles (AP/AR cycles, month-end close, reconciliation concepts). - Experience in energy, infrastructure, real estate, or project-based accounting environments. - Exposure to SOX compliance processes or audit support activities. - Basic familiarity with SuiteScript, SuiteAnalytics Workbook, or NetSuite integration platforms (Celigo, Boomi). - Experience with IT helpdesk or ITSM tools (FreshService, ADO, or similar). - Accounting or finance background (degree, certification, or equivalent experience).

Role Description UPMC Corporate Revenue Cycle is hiring a Coder I, Technical, to join our Same Day Surgery Coding team! This position will be a work-from-home position working Monday through Friday during business hours. In this role you will code same-day surgery accounts, CPT procedures, and diagnosis coding. This role requires ICD-10 diagnosis coding skills, as well as knowledge of billing and coding guidelines. - Refer problem accounts to appropriate coding or management personnel for resolution. - Meet appropriate coding productivity and quality standards within the time frame established by management staff. - Adhere to internal department policies and procedures to ensure efficient work processes. - Actively participate in monthly coding meetings and share ideas and suggestions for operational improvements. - Maintain continuing education by attending seminars, reviewing updated CPT assistant guidelines and updated coding clinics. - Review coding for accuracy and completeness prior to submission to the billing system, utilizing CCI edits. - Utilize standard coding guidelines and principles, and coding clinics to assign the appropriate ICD-10-CM and CPT codes for outpatient records to ensure accurate reimbursement. - Determine diagnoses that were treated, monitored and evaluated and procedures done during the episode of care are sequenced in order of their clinical significance to accurately assign the appropriate APC/ASC or payment tier under the Prospective Payment system or DSM IV methodology to guarantee accurate reimbursement on UPMC patients. - Utilize computer applications and resources essential to completing the coding process efficiently, such as hospital information systems, EHR information systems, encoders and electronic medical record repositories. - If applicable, abstract required medical and demographic information from the medical record and enter the data into the appropriate information system to ensure accuracy of the database. - Complete work assignments in a timely manner and understand the workflow of the department including routing cases appropriately in the electronic systems. - Code by assigning and verifying the principle and secondary diagnoses (ICD-10-CM) and procedures (CPT codes or DSM, IV if applicable) by thoroughly reviewing all documentation available at the time of coding. - Complete a non-coding time productivity sheet as required/applicable. Qualifications - High School or GED equivalent. - Completed an AHIMA or AACP-certified Coding program or certificate, Bidwell Training School or equivalent program with a curriculum that includes Anatomy and Physiology, Medical Terminology, ICD-9-CM/ICD 10 and CPT Coding Guidelines and Procedures. - Six months of hospital coding experience preferred. Licensure, Certifications, and Clearances - Act 34 Company Description UPMC is an Equal Opportunity Employer/Disability/Veteran.

• Support merchants during integration with Noda’s payment solutions • Investigate complex technical and payment-related issues using logs, monitoring tools, and internal systems • Diagnose incidents, identify root causes, and coordinate resolutions with internal teams • Ensure smooth and stable operation of payment flows and integrations • Collaborate closely with Payments, Automation, SRE, Account Management, and Product teams • Improve and maintain technical documentation, integration guides, and internal knowledge base • Participate in integration testing and quality control processes • Mentor junior team members and help improve support standards across the team.