Role Description We’re looking for an experienced Technical Support Specialist to join our growing Support team at Submittable. In this role, you’ll do more than just solve tickets; you will enhance and nurture the customer experience by providing fast, thoughtful solutions to technical challenges. You’ll partner closely with our Customer Success team to ensure our users are maximizing the platform's potential and achieving their goals. This is a full-time position reporting to the Technical Support Manager . How You’ll Make an Impact: - Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out. - Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey. - Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions. - Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience. - Anticipate Needs: Proactively address customer concerns before they happen. - Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve. - Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable. Qualifications - 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred. - Incredible Communication: You can translate complex technical concepts into clear, friendly, and actionable advice. - A Natural Problem-Solver: You have outstanding troubleshooting skills and a passion for "the why" behind a technical issue. - Tech Savvy: You have a general understanding of the software development life cycle and the tools that power it. - Ability to Work Well Under Pressure: You thrive in a fast-paced environment and can manage multiple priorities without losing your cool. - Platform Experience: You have a comprehensive understanding of Help Desk platforms and Live Chat tools. Requirements - Bonus Points: Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets is a major plus. - Extra Credit: A basic understanding of at least one programming language will help you hit the ground running with our more technical queries. - Location: This is a remote, U.S.-based role and you must live and reside in the U.S. full-time. Salary Details The annual salary for this position is $55,000 - $60,000. Actual compensation is based on factors such as the candidate's skills, qualifications, experience, and location. We are interested in every qualified candidate eligible to work in the United States; however, we cannot accommodate scholastic or employment visas at this time. In addition, we are not able to consider applicants who reside in the following states: Alaska, Delaware, Hawaii, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, and Wyoming. Benefits - Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts. - 401(k) plan with employer match starting day one. - Equity stock options to share in our success. - Flexible hours, remote work options, and generous vacation and sick leave. - Paid parental leave for mothers, fathers, and adoptive parents. - Professional development stipends to support your career growth. - Opportunities to participate in community outreach and volunteer programs. - Monthly company-sponsored happy hours and gatherings to connect and unwind.

• Troubleshooting/investigation of customer-reported issues and questions • Communication and analysis of relevant concepts, configuration setups and product information • Positioning and accommodation of relevant Kantata SX capabilities and services • Escalation handling, prioritization, communication, and customer advocacy for resolving issues • Enablement and engagement with colleague teams to enhance customer experience • Time-specific shift attendance and resource schedule compliance • Ability to be successful in self-management and participation in voice and video meetings

• Support FIAR compliance efforts and audit readiness initiatives. • Assist with Managers Internal Control Program (MICP) activities. • Review financial transactions and supporting documentation. • Identify trends, discrepancies, and control weaknesses. • Prepare financial and audit-related reports. • Support contract reconciliation and closeout efforts. • Assist with process improvement initiatives.

Role Description Nicolab connects human and artificial intelligence to revolutionize emergency care, starting with stroke treatment. We are looking for a passionate Technical Implementation & Support Engineer to drive the integration and ongoing support of our software across the APAC region. At Nicolab, customer relationships are as critical as the technology itself. You will build trust with hospital IT teams and clinicians, ensuring our deployments are smooth and hospitals gain maximum clinical value from our application. The role will initially focus on deep technical support and incident management for our live hospital clients. As you become an expert in our systems, your responsibilities can expand to lead full-scale technical implementations for new hospital networks. You will work closely with our global technical teams to monitor system health, minimize the impact on hospital IT resources, and provide actionable feedback to help our clients optimize patient care. Key Responsibilities - Technical Support & Incident Management - Act as the primary technical liaison for our live hospital deployments, owning the investigation and resolution of complex post-go-live issues. - Perform deep-dive troubleshooting on our SaaS platform, diagnosing root causes in Linux-based environments and network topologies. - Troubleshoot and resolve critical infrastructure issues such as VPN connectivity problems, relay server outages and apply configuration changes. - Escalate complex product-level issues to senior engineers or developers as needed, providing detailed logs and context. - Systems Integration & Customer Onboarding - Work directly with hospital IT teams to design and document VPN configuration, relay server setup, and Linux-based virtual machine installation. - Provide guidance on network topology and firewall rules to meet strict hospital compliance and security requirements. - Assist in the setup, configuration, and deployment of our software solutions (StrokeViewer) for new clients, ensuring integration with existing PACS/DICOM workflows. - Ensure that the implementation process is smooth, timely, and meets client expectations, acting as the technical authority during kickoff calls. - Customer Interaction & Documentation - Maintain a high level of professionalism in all customer interactions, building strong relationships with hospital IT admins, PACS administrators, and clinical staff. - Document support cases, network and system architectures, and resolutions in our ticketing system (Jira/Confluence). - Create and update technical user manuals, runbooks, and internal FAQs. - Collect and relay customer feedback to the product development team to help improve our offerings. Qualifications - Bachelor’s degree in Information Technology, a related field, or equivalent work experience in hospital IT. - Basic understanding of software and backend services. - Solid project and time management skills, with the ability to work independently and as part of a remote, global team. - Excellent verbal and written communication skills in English (any additional language is a plus). Requirements - Technical Experience - Systems & Architecture: Hands-on Linux administration (virtual machines, log analysis, service management) and a solid understanding of secure SaaS architectures. - Networking: Experience with network configuration and troubleshooting, including VPN tunnels (IPsec or equivalent) and strict firewall rules. - Technical Translation: The ability to translate complex cloud/SaaS requirements into clear, actionable instructions for external IT administrators. - Tools: Experience using support ticketing and documentation systems (JIRA, Confluence, or similar) and centralized cloud logging dashboards (Grafana, Loki, Google Cloud Logging). - Healthcare IT: Previous experience working with hospital IT environments, PACS/DICOM workflows, or other medical imaging systems is highly preferred. Benefits - Chance to make a real difference in patients' lives - Work in a stimulating environment with a motivated team - Flexible Employment Agreement: Part time / Fulltime - Flexible working hours - Flexible paid time off - Remote work policy - Laptop + home office/IT equipment - Commuting to work/office* - costs reimbursement - Employee Stock Option Plan (ESOP) - Corporate programs including Employee Referral Program with rewards - Learning & Development opportunities including in-house training and coaching, professional certifications, and over 22,000 courses on LinkedIn Learning Solutions and much more *All benefits and perks are subject to certain eligibility requirements based on location. Application Process - Interview with Recruiter/HR - Interview with Hiring Manager - Technical assessment with Peers (no managers present) - Prior employment verification check (reference/background check) - Interview with Executive