Role Description We're looking for a Technical Support Specialist to serve as the critical link between users and the product engineering team for a fast-growing AI-native healthcare platform. This is not a help desk role and not a purely reactive support position. - Diagnose real production issues, navigate technical systems hands-on, and partner closely with engineers to resolve problems quickly and correctly. - Own issues from initial report through to resolution or escalation. - Communicate clearly with both clinicians and engineers, keeping everything moving without dropping a single open item. What You'll Work On - Technical Triage and First Response - Monitor support channels and triage incoming issues following established runbooks. - Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues. - Identify whether issues can be resolved directly or require engineering escalation. - Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers. - Production Investigation and Troubleshooting - Navigate production databases and run command-line scripts to diagnose issues and verify data integrity. - Resolve user-facing blockers without defaulting to escalation when the tools and runbooks support independent resolution. - Validate fixes and confirm resolution before closing issues. - Engineering Liaison - Translate user pain points into clear, concise technical bug reports for the engineering team. - Communicate directly with engineers in dedicated Slack channels and issue trackers. - Provide strong technical context so engineers can move quickly on escalated issues. - Follow issues through deployment and confirm user impact post-fix. - User Onboarding and Access Management - Facilitate and troubleshoot user onboarding and credentialing workflows. - Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem. - Ensure users can successfully access and operate the platform from day one. - Action Item and Documentation Management - Track all active tasks and project support items to ensure no user request or engineering dependency falls through the cracks. - Maintain and improve runbooks for triaging and troubleshooting as the company grows. - Identify recurring issues and recommend process or product improvements proactively. Qualifications - Technical proficiency with comfort navigating production databases using SQL and using custom tools to investigate and resolve issues. - Strong written and verbal communication skills: proven ability to explain complex technical issues clearly to both non-technical users and deeply technical engineers. - Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly and without needing to be reminded. - Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion. - Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously. - Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role. Nice to Have - Experience in healthcare technology, RCM, or supporting users in operational healthcare environments. - Familiarity with healthcare software platforms such as HCHB or Homecare Homebase. - Background working with APIs, integrations, or workflow-based platforms. - Experience in a SaaS, AI, or regulated software environment. - Prior exposure to IT access management or help desk support workflows. How to Apply - Please include your updated resume. - A short Loom video (1 to 2 minutes) describing your technical background and walking through a specific production issue or user-facing technical problem you diagnosed and resolved independently. - Only candidates who submit a Loom video will be moved to the next step of the hiring process. Application Process Overview - Initial Application - Submit your application and complete our prequalifying questions. - Video Introduction - Record a video introduction to showcase your communication skills and work experience. - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable). - Recruitment Interview - Initial screening with our talent team. - Executive Interview - Meet with senior leadership to discuss role alignment. - Client Interview - Final interview with the client team you'd be supporting. - Background & Reference Check - Professional reference verification. - Job Offer - Successful candidates receive a formal offer to join the team.

• Provide advanced technical expertise and leadership in supporting our high-performance electron microscopy and analytical systems. • Resolve complex issues and support team members. • Implement continuous improvement initiatives. • Serve as a key technical liaison between field service, R&D, operations engineering, and customers. • Contribute to new product introductions and development of technical documentation.

• Takes a self-directed role in the support and resolution of technical issues within the installed base • Takes inbound calls and makes outbound calls • Assesses complex problems, collects data, establishes facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM • Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems • Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams' members, using highly effective communication skills • Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner • Provides direct input to help continue building the internal and customer-facing knowledgebase by documenting root cause & solution details for technical support issues • Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers

Role Description We are hiring an experienced IT Support Engineer to join our Internal Support Team in the EMEA region. This role is ideal for someone who has been in the field for several years and is ready to work in a fast-paced, cloud-first environment that actually uses the products and technologies they support. You will be the first point of contact for internal employees across the organization, handling tickets, resolving endpoint and identity issues, onboarding and offboarding users, and contributing to the ongoing health of our corporate environment. You will work closely with a tight-knit IT team and have direct exposure to both on-premises and cloud infrastructure. This is not a passive help desk role. We expect you to ask questions, build knowledge, document what you learn, and grow into a more senior contributor over time. Qualifications - 5 or more years of experience in IT support, systems administration, or a related technical role - Hands-on experience with Microsoft Entra ID — including user and group management, Conditional Access, MFA, and hybrid identity - Familiarity with on-premises Active Directory and experience supporting Entra Connect Sync or equivalent AD sync tooling - Working knowledge of Microsoft Intune — device enrollment, compliance policies, configuration profiles, and app management - Experience administering Microsoft 365 workloads (Exchange Online, Teams, SharePoint, OneDrive) - Solid understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP) - Strong communication skills — able to clearly explain technical issues to non-technical users - Self-directed and comfortable working in a remote-first environment with minimal supervision - Ability to manage multiple tickets and priorities simultaneously without dropping the ball Requirements - Serve as the primary point of contact for internal support tickets via Zendesk - Triage, prioritize, and resolve hardware, software, and access issues for a globally distributed employee base - Escalate complex issues appropriately while owning the communication back to the end user - Document resolutions and contribute to the internal knowledge base - Administer user accounts, groups, and permissions in Microsoft Entra ID (formerly Azure Active Directory) - Manage on-premises Active Directory and support synchronization to Entra via the Entra Connect Sync tool - Handle user lifecycle events including onboarding, offboarding, and role changes across all connected systems - Enforce and troubleshoot Conditional Access policies, MFA enrollment, and SSO configurations - Manage and support Windows and macOS endpoints via Microsoft Intune (Endpoint Manager) - Handle device enrollment, compliance policy enforcement, configuration profiles, and app deployment - Support remote employees with device troubleshooting across a variety of hardware - Administer core M365 workloads including Exchange Online, Teams, SharePoint, and OneDrive - Manage mailboxes, distribution lists, shared mailboxes, and Teams workspace provisioning - Support license assignment and M365 service configurations - Support and administer internal use of Nerdio Manager for MSP as part of the corporate toolset - Assist with Azure Virtual Desktop (AVD) environments managed through Nerdio, including troubleshooting user session issues - Gain familiarity with Nerdio's product suite as both a user and internal subject matter resource - Assist with procurement requests through the Nerdio Procurement Portal - Contribute to IT documentation, runbooks, and process improvements - Participate in IT projects such as infrastructure upgrades, tool rollouts, and policy improvements - Support internal tool rollouts and adoption (e.g., Zendesk AI features, Nerdio Scribe, etc.) Benefits - Competitive Base and Incentive Plan - Stock Options - Health and Welfare Plans* - Life and Disability Plans* - Retirement Plan* - Unlimited Flexible Paid Time Off, including your birthday off! - Collaborative Team Culture * Benefits for international employees, outside the US, vary by country. Company Description Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.