Role Description We’re looking for a Technical Support Manager / Founding Support Lead to own technical support for developers and product teams using Runware’s AI inference platform. This role focuses on diagnosing and resolving technical issues, supporting API integrations, and acting as a key escalation point between customers, engineering, and upstream providers. The role is critical to maintaining platform reliability, customer trust, and a high-quality support experience at scale. In addition to hands-on technical support responsibilities, this person will play a key role in helping build and scale Runware’s support function. This role is ideal for someone who enjoys building systems and teams from scratch. Initially, the role will be highly hands-on, focused on customer support, technical investigations, and establishing scalable support processes. As the function grows, you will have the opportunity to help build and lead the support team. What You’ll Do - Act as the primary technical escalation point for customer issues related to APIs, platform behavior, reliability, and performance. - Investigate logs, metrics, traces, and customer reports to identify root causes and drive resolutions. - Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and improve customer experience. - Communicate clearly with customers during incidents, escalations, and technical investigations. - Create and improve support documentation, troubleshooting guides, playbooks, and knowledge base content. - Identify recurring issues and drive improvements to tooling, processes, automation, and customer self-service. - Help establish support processes, escalation workflows, KPIs, and operational standards. - Contribute to hiring, onboarding, mentoring, and future growth of the support team. Qualifications - Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles. - Strong troubleshooting and debugging skills, including APIs, JSON responses, HTTP errors, logs, and distributed systems. - Ability to independently investigate complex technical issues and collaborate closely with engineering teams. - Comfortable reading application code, understanding backend logic, and working with server-side technologies such as Java, PHP, Golang, Python, Node.js, or similar. - Strong written and verbal communication skills and the ability to manage multiple customer issues simultaneously. - High level of ownership and a track record of improving processes, documentation, or operational workflows. - Interest in helping build and eventually lead a growing support organization. Requirements - Experience supporting AI/ML platforms, developer tools, APIs, infrastructure, or SaaS products. - Experience building or scaling support functions, processes, or teams. - Experience mentoring or managing technical support engineers. - Hands-on coding experience, ideally with full-stack development, allowing you to independently investigate issues, reproduce bugs, and better collaborate with engineering teams. - Comfortable discussing technical trade-offs involving performance, reliability, and scalability. - Experience working in distributed teams across multiple time zones. Tools & Systems Exposure - Support platforms: Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar. - Monitoring & debugging: Datadog, Grafana, logs, metrics, dashboards. - Documentation: Notion, Confluence, GitHub Docs. - APIs & developer tools: Postman, API debugging, JSON responses, HTTP status codes. Time Zone & Location Guidance We’re looking for coverage preferably outside Europe working hours, with 3–4 hours of overlap with the Europe team. We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life. Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap. Benefits - Generous paid time off – vacation, sick days, public holidays. - Meaningful stock options – share in the upside you create. - Remote-first setup – work from home anywhere we can employ you. - Flexible hours – own your schedule outside core collaboration blocks. - Family leave – paid maternity, paternity, and caregiver time. - Company retreats – twice-yearly gatherings in inspiring locations.

Role Description As Lead, Strategic Initiatives, US, you will drive enterprise-level governance and strategic portfolio management for US Value Delivery. You’ll serve as a senior advisor, ensuring disciplined, transparent, and aligned decision-making across Medical Affairs and Commercial teams. Your work will shape how priorities are set and decisions are made, fostering alignment with global strategy and medical compliance. Role and Responsibilities: - Enterprise Governance & Decision Architecture: - Design, implement, and continuously improve the US Value Delivery governance framework. - Define and maintain decision rights, escalation protocols, and forum charters. - Prepare leadership forums (monthly governance, QBRs) to be decision-ready and outcome-focused. - Manage the secretariat function, ensuring agenda integrity, capturing decisions, and tracking follow-through. - Portfolio Management & Strategic Trade-offs: - Lead portfolio intake, prioritization, and trade-off processes. - Empower leaders to make informed decisions on sequencing, capacity, and investment. - Maintain a unified view of priorities, dependencies, and risks across the enterprise. - Apply and interpret medical guardrails in portfolio and governance decisions. - Enterprise Alignment to Global Strategy: - Champion US alignment with global strategy, translating global priorities for US leadership. - Ensure US decisions reflect global intent without duplicating global planning efforts. - Trusted Advisor Leadership: - Act as a strategic thought partner to the Strategic Operations Lead and US Market leadership. - Proactively identify and address enterprise risks, misalignments, and decision bottlenecks. - Guide leadership dialogue toward enterprise-wide outcomes rather than functional optimization. Core Competencies: - Enterprise governance design and facilitation - Portfolio management and prioritization frameworks - Executive advisory and decision-making support - Enterprise operating model design - Medical compliance and guardrail interpretation Leadership Expectations: - Foster a “One Astellas” mindset across Medical and Commercial teams. - Model courage and accountability in decision stewardship. - Drive outcomes through disciplined governance. - Build trust through transparency and integrity. Qualifications - Bachelor’s or Master’s degree in science, engineering, mathematics, decision science, or analytics - Minimum of 10 years of experience in forecasting, market research, competitive intelligence, and/or decision sciences role at a pharmaceutical company, or a consultancy focused on the biopharmaceutical industry - Understanding of the role of a global function within broader enterprise strategy - Previous experience in a global role or working with cross-functional teams across different regions/markets - Highly coachable/ thrives in an environment of continuous growth Preferred Qualifications: - Pharmaceutical Industry Experience in global mid-cap/large-cap company - MBA Location and Working Environment This position is based in Northbrook, Illinois. Remote work from anywhere in the US is available. At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines. Benefits - Medical, Dental and Vision Insurance - Generous Paid Time Off options, including Vacation and Sick time, plus national holidays including year-end shut down - 401(k) match and annual company contribution - Company paid life insurance - Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions - Long Term Incentive Plan for eligible positions - Company fleet vehicle for eligible positions - Referral bonus program Salary Range $161,928-243,500 (Final compensation will be determined based on a variety of factors, including but not limited to skills, experience and organizational equity considerations). Flexible pay grade level based on candidate background and skillset.

• Acts as a single point of contact and voice for all providers and patients • Works as a patient advocate and always demonstrates compassion • Serves as a patient advocate and enhances the caller/contact experience • Coordinates access to therapies, conducts appropriate follow up and facilitates access to appropriate support services • Manages case load depending on the parameters of the program • Collects and review all patient information, to the degree authorized by the SOP of the program • Validates completeness of all required information and provides assistance to provider and/or patient • Provide guidance to physician office staff and patients on how to complete and submit all necessary program applications in a timely manner • Determines patient’s eligibility and conducts patient enrollment activities (example patient assistance programs and copay assistance) • Performs reimbursement related activities such as benefit investigations, prior authorizations, appeals, etc. • Provide exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly • Maintain frequent phone contact with patients, provider representatives, third party customer service representatives and pharmacy staff • Provides reimbursement information to providers and/or patients • Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP) • Coordinate with inter-departmental associates as necessary • Work on problems of moderate scope where analysis of data requires a review of a variety of factors • Exercise judgment within defined standard operating procedures to determine appropriate action • Typically receives little instruction on day-to-day work, general instructions on new assignments • Extensive knowledge of HIPAA regulations and follows all company policies • Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled • Performs other related duties as assigned

Role Description This is an exciting opportunity to join a global leader in claims management and make a meaningful impact through your expertise. - Supervise the investigation, management, and timely disposition of Workers’ Compensation claims within account, carrier, and company guidelines. - Assist the VP and/or Assistant VP of Claims in managing the Service Center. Qualifications - Great Leadership Opportunity - Excellent Crawford Benefits that Support Financial, Physical, and Mental Wellness - Generous Employee Referral Bonus Program - Access to multiple employee discounts Requirements - Pay and incentive plans that recognize performance excellence. - Benefit programs that empower financial, physical, and mental wellness. - Training programs that promote continuous learning and career progression while enhancing job performance. - Sustainability programs that give back to the communities in which we live and work. - A culture of respect, collaboration, entrepreneurial spirit, and inclusion. Benefits - Employees are empowered to grow, emboldened to act, and inspired to innovate. - Industry-leading team pioneers new solutions for the industries and customers we serve. - Part of the One Crawford family. Company Description Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V. Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity.