Role Description We are looking for IT engineers to support our US-based team on administrative work and ticket assignation. Help in Corporate Services - Infrastructures & internal networks. - Install, configure, and maintain laboratory IT systems - Ensure system availability, performance, and security to laboratory operations - Manage data integrity and ensure compliance with regulatory requirements for electronic records and signatures Qualifications - Computer Systems Engineering, Software Engineering, or Telematics Engineering - 5 to 8 years of experience - Familiarity with network protocols (TCP/IP, DNS, DHCP) and basic network troubleshooting - Expertise in IT security practices, including firewalls, encryption, and compliance with HIPAA or GDPR - Ability to manage cloud-based infrastructure (e.g., AWS, Azure) for data storage and processing - Experience with scripting (e.g., Python, PowerShell) for automating IT tasks and workflows - Knowledge of backup and disaster recovery systems to ensure data integrity - Experience with industry standards: FDA, GDPR, HIPAA - Certification: CISSP, CISM, Cisco CCNP Security, Palo Alto PCNSE, Fortinet NSE - Pharmaceutical industry experience - Advanced English Benefits - Competitive salary - Above-law benefits - Career growth and development plan - Remote work scheme - Support for home office setup

Role Description The Customer Support Specialist’s primary responsibility is to help our customers successfully use Higher Logic’s software solutions. This role provides outstanding technical support and customer service through multiple support channels (phone, case, chat, etc.) to customers ranging from small businesses to large enterprises. As a customer-facing role, the Customer Support Specialist must possess strong service and communication skills and is an expert troubleshooter with a passion for helping customers. This position will assist Australia-based customers. The work hours will be between 11AM-7:30PM PT (2PM-10:30PM ET). - Resolve customer technical issues effectively and efficiently through multiple support channels. - Communicate with customers professionally and consistently on issue status and resolution. - Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes, and resolution. - Continually develop and hone customer service & troubleshooting skills and Higher Logic product knowledge. - Build and foster positive working relationships across the team and company. - As required and as per internal SLAs, escalate customer tickets to other teams needed to resolve customer issues (within CX, Product, Engineering, Sales, and Finance). - As needed, coordinate phone calls or virtual sessions with customers to troubleshoot effectively. - Meet or exceed performance metrics around productivity, quality of work, and overall customer experience as agreed upon with manager. - Conduct all business in accordance with Higher Logic policies and procedures. - All other duties as assigned. Qualifications - Basic understanding of or a willingness to learn Higher Logic’s Product Suite. - Critical thinking and troubleshooting skills. - Excellent verbal and written communication skills. - Exceptional customer service skills. - Effective prioritization and triaging skills to manage multiple customer inquiries. - Basic understanding or willingness to learn HTML & CSS. - Basic knowledge or a willingness to learn standard web technologies, browsers, and web applications. Requirements - Typically requires a minimum of 2 years of technical customer service experience, preferably in a SaaS environment. - Typical range for the role overall is 0-5 years. - Technical background or expertise either through experience, self-led learning, or certifications/degrees. - Retail, hospitality, or restaurant experience providing customer service. - Experience working in a customer service or contact center environment. - Experience with CRM (Zendesk or Salesforce), Jira/Confluence. Company Description To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with Higher Logic. We communicate through our corporate website at Higher Logic and through corporate emails utilizing our domain name of @higherlogic.com. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that Higher Logic does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and Higher Logic will never ask an employment candidate for financial information or for payment of any kind. Higher Logic does not accept agency or candidate sourcing solicitations emails or phone calls, nor do we pay agency fees for our posted positions.

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance. Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make. As a Team Lead on the Premium Audit Outreach team, you'll lead a team of auditors and outreach specialists responsible for audit documentation and processing, insured and agent communication, and first and second-tier case resolution. Your role is front-line execution: you set the daily rhythm for your team, coach individuals against quality standards established by the department, and serve as the first escalation point when cases get complex. This role reports to the Premium Audit Director within the broader Premium Audit leadership structure. How You’ll Do ItTeam Leadership and Daily Operations - Manage daily workload distribution and prioritization across audit processing, outreach, and inbound and outbound call workflows. - Monitor team production and quality performance against established scorecard targets, coach team to action based on insights, and escalate emerging risks in a timely manner. - Conduct regular 1:1s with each team member, delivering specific and timely feedback grounded in quality data, production metrics, and skill development. - Document individual performance, provide recognition for progress, and deliver structured feedback for improvement. - Identify team knowledge gaps and connect team members to the training and resources needed to address them. - Maintain production and quality scorecards for your team. Customer and Cross-functional Coordination - Serve as the primary escalation point for complex insured and agent inquiries; resolve inquiries within scope and route those requiring higher-level review with complete case context. - Identify and communicate insured and agent pain points internally to inform improvements to audit processes, products, and the customer experience. - Manage handoffs between the outreach team and audit review, billing, and customer service teams, ensuring complete case context accompanies each transfer. - Contribute to cross-functional projects and departmental initiatives as a subject matter resource, representing the outreach team's operational perspective and supporting team-level implementation of project outcomes. - Participate actively in process improvement discussions, contributing ground-level operational observations to support initiatives led by management. Quality, Process, and Continuous Improvement - Review audit documentation and outreach interactions for accuracy, tone, and adherence to established SOPs. - Train team members on Pie's audit and insurance operations platforms; create and maintain SOPs related to system functions and workflow standards as processes evolve. - Recognize patterns in errors or escalations; bring observed trends and proposed solutions to your manager to support process improvement. - Partner with the quality function to translate interaction monitoring data into specific, actionable coaching for individual team members. - Contribute to operational improvement initiatives led by management; support implementation of process and technology changes at the team level, including testing and adoption of new tools prior to broader rollout. - Identify workflow inefficiencies and surface specific, actionable observations to your manager. The Right Stuff - High School diploma or GED required. Bachelor degree is preferred. - Minimum of 3 years of experience in premium audit is required. - Minimum of 4 years commercial insurance experience is required. - Minimum of 1 year experience working in a leadership role or demonstrated leadership experience is required. - Knowledge of state/bureau specific premium audit rules. Ability to interpret/communicate rules accurately and to cross functional stakeholders. Utilize existing contacts and develop relationships within the industry to assist in progressing Pie's Premium Audit Team. - Intermediate communication (written and verbal) skills, to deliver more complex information effectively. - Developed problem solving skills to be able to manage complex tasks and work through to solutions with little guidance and direction. - Intermediate awareness of your own tasks, and how it impacts the team and deliverables - Intermediate leadership skills and some general experience leading work groups or task forces in specific projects. - Detail oriented: Ability to pay close attention to small particulars when working on a task or project. Complete work as flawlessly as possible before moving to the next task. Projects and tasks are high-quality work with little to no errors. Able to review work of others and find errors, inconsistencies and/or trends. - Strong time management skills: skilled in the process of organizing and planning how to divide time between specific activities. Able to prioritize work to meet deadlines and communicate priority of work to others. - Well organized: Use resources efficiently and effectively. Ability to manage time, energy and workspace well and accomplish all assigned tasks successfully. - G-Suite Tools, Collaboration tools (Slack is preferred), Salesforce, Looker, and Insurity is preferred. The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process. Base Compensation Range $75,000—$95,000 USD Compensation & Benefits - Competitive cash compensation - A piece of the pie (in the form of equity) - Comprehensive health plans - Generous PTO - Future focused 401k match - Generous parental and caregiver leave - Our core values are more than just a poster on the wall; they’re tangibly reflected in our work Making every part of working with us "Easy as Pie" - including our offer process. When we find someone we'd like as a Pie-oneer (a member of our team), we move quickly to put together a fair offer based on your skills, experience, location, and compensation expectations. Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members. Location Information Unless otherwise specified, this role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet. Additional InformationPie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. Pie Insurance participates in the E-Verify program. Please click here, here and here for more information. Pie Insurance is committed to protecting your personal data. Please review our Privacy Policy. Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process. Pie Named to 2025 America's Best Startup Employers Pie Insurance 2025 State of Workplace Safety Report #LI-REMOTE #BI-REMOTE

• Serve as the primary point of contact for Tier 1 end-user support across the platform environment, triaging issues and resolving or escalating as appropriate • Handle user permissions and access requests for mission applications • Troubleshoot device usage issues and general application access problems • Triage development team tickets for broken pipelines, dashboard questions, and log investigation, routing to the correct team • Manage day-to-day ticket flow using JIRA Service Management and participate in the on-call rotation • Develop and maintain internal documentation, runbooks, playbooks, and triage procedures to formalize Tier 1 processes • Contribute to platform homepage and user-facing documentation, including support contact information and links to guides • Define and maintain clear Tier 1 scope boundaries and escalation criteria in coordination with Tier 2 engineering teams • Pair with senior engineers during lower-volume periods to build technical depth in Kubernetes, AWS, CI/CD pipelines, and SRE practices with the platform. • Support documentation efforts for platform User and Admin guides