• Serve as the primary Clinical AI product line technical support resource. • Provide first-level support for Clinical AI products and healthcare IT systems, troubleshooting and resolving escalated technical issues. • Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner. • Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution. • Collaborate with Level two support, Strategic Account Support, IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. • Monitor and triage support queues, assigning tickets to the appropriate product or functional teams. • Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system. • Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts. • Ensure compliance with healthcare regulatory standards and internal IT policies. • Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance. • Deliver product and service training to administrators, service-level users, and customers as needed. • Perform DeepHealth Clinical AI product system updates, upgrades, and maintenance activities. • Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions. • Integrate and support solutions within public cloud environments and DeepHealth platforms. • Design, implement, document, and support technical solutions that meet customer and organizational requirements. • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success. • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency. • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

• Provide support to Omie customers via chat and phone with the objective of resolving customer inquiries; • Perform remote access to customers' machines to diagnose and resolve issues; • Create step-by-step guides for procedures performed in the system in image/text or video format to address customer questions; • Escalate systemic issues and problems that cannot be resolved to the Product Specialists team for validation and resolution; • Redirect any chat or phone requests outside your area of expertise to the appropriate department to ensure the customer’s issue is handled by the right team; • Handle chats and phone calls related to invoice rejection, providing more specialized support when required.

• Prestar atendimento via chat e telefone ao cliente Omie com o objetivo de sanar as dúvidas do cliente; • Realizar acesso remoto à máquina de clientes com o objetivo de sanar as dúvidas do cliente; • Criar passo a passos de procedimentos feitos no sistema em formato de imagens e textos ou vídeos com o objetivo de sanar as dúvidas do cliente • Encaminhar problemas sistêmicos e problemas aparentemente sem solução ao time de Especialistas de produtos para validação e resolução de problemas; • Redirecionar a outros setores qualquer chat ou telefone que não seja de sua área de atuação, para ajudar o cliente a resolver seu problema no lugar correto; • Realizar o atendimento de chats com teor de Rejeição de notas fiscais, via chat e telefone visando um atendimento mais especializado.

• Debug complex device issues end-to-end: Investigate and resolve the toughest issues impacting our devices in the field, combining evidence from hardware behavior, firmware logs, and service-side signals to identify true root cause. • Perform deep hardware and firmware diagnostics: Use device logs, serial/console output, configuration snapshots, telemetry, and on-vehicle data (e.g., CAN/J1939, OBD-II) to understand how devices are behaving under real-world conditions. • Triage hardware vs. firmware vs. software causes: Systematically narrow down whether a symptom is driven by physical installation, harness/vehicle interface, firmware logic, or the services that manage devices, and drive the right fix with the right team. • Reproduce and validate issues in lab and field-like setups: Work with simulators, harnesses, bench setups, and controlled test fleets to reproduce customer issues, validate hypotheses, and confirm fixes before broad rollout. • Support and validate firmware releases: Participate in pre- and post-release validation for firmware drops, watching for regressions, rollout/rollback issues, and edge cases that only appear in specific vehicles, environments, or customer workflows. • Perform software-level debugging for device-facing services: Read and interpret application/service logs, error messages, and state transitions in the server-side components that configure devices, manage telemetry, or orchestrate firmware updates; partner with Software/Backend Engineering to resolve defects. • Lead clear, actionable RCAs: Own and deliver root cause analyses that explain what failed across hardware, firmware, and software boundaries, why it failed, impact to customers, and concrete long-term remediation and prevention steps. • Shape observability and diagnostics: Provide requirements and feedback to Engineering on device and service logging, telemetry, and health signals so that future issues can be detected and diagnosed faster and more reliably. • Mentor and upskill the wider support organization: Document repeatable troubleshooting flows, decision trees, and best practices; coach other Support and Field teams on how to recognize and handle hardware/firmware/software issues before they need escalation. • Drive cross-functional incident response: Act as a technical lead during high-severity incidents, coordinating with Hardware, Firmware, Software/Backend Engineering, Product, and Field/Professional Services to stabilize fleets and communicate status and next steps.