Role Description You will provide technical advice, guidance, and support to a wide range of program design and implementation issues with a focus on larger projects in the area of health and nutrition in line with Catholic Relief Services (CRS) program quality principles and standards, donor guidelines, and industry best practices to regional and Country Program (CP) teams to advance the delivery of high-quality programming to the poor and vulnerable. - Your technical knowledge, advice, and guidance will contribute to determining how effective, adaptive, and innovative CRS’ health and nutrition programming is across the globe. Qualifications - Experience in health and nutrition programming. - Ability to provide technical advice and guidance. - Knowledge of program quality principles and standards. - Familiarity with donor guidelines and industry best practices. Requirements - Ability to legally work where the position is to be performed. - Clear pre-employment medical clearance for positions requiring residence or frequent travel outside a home country. - Citizenship or permanent residency in the countries where CRS has offices is prioritized. Benefits - Commitment to safeguarding program participants, community members, staff, and volunteers from all forms of exploitation and abuse. - Adherence to CRS’ Code of Conduct. - Equal Opportunity Employer.

• Administer, sustain, and evolve corporate Observability environments with Zabbix, ensuring platform availability, performance, scalability, and reliability; • Act as a technical reference at the 3rd level for maintaining the monitoring infrastructure, supporting internal teams, vendors, and strategic partners; • Serve and advise internal clients, understanding technical and business requirements to propose appropriate monitoring solutions; • Identify, propose, and implement improvements to templates, triggers, items, dashboards, discovery rules, alerts, escalations, maps, integrations, and automations; • Support management of infrastructure, application, and service availability through continuous monitoring of metrics, events, and performance indicators; • Participate in War Rooms, critical incidents, and root cause analyses, proposing new monitoring or adjustments to existing checks; • Develop advanced monitoring using preprocessing, LLD, JavaScript, the Zabbix API, and the Zabbix database when necessary; • Work on medium- and high-complexity projects related to Observability; • Ensure adherence to IT governance processes, and to incident, problem, change, capacity, and availability management; • Monitor, optimize, and provide support when necessary for the Zabbix platform itself, including Server, Frontend, Database, Proxies, Agents, SNMP, traps, internal queues, and process performance;

• Lead a global team of Technical Support Engineers and Managers handling advanced troubleshooting across cloud environments (AWS, Azure, GCP), APIs, data pipelines, and enterprise integrations • Serve as the highest-level escalation point for complex technical cases • Drive root-cause analysis (RCA) for critical incidents and systemic product issues • Establish technical standards for case handling, diagnostics, and escalation workflows • Ensure team enablement through lab environments, sandbox systems, and reproducible test cases • Lead internal technical reviews of recurring issues to surface architectural or product improvements • Act as the primary bridge between Support and Engineering - participating in bug triage and sprint planning as the voice of customer impact • Identify patterns across cases and proactively escalate product gaps before they become customer-facing incidents • Collaborate with Product and Technical Writing to improve documentation and self-service resources, reducing avoidable ticket volume • Build and optimize processes that measurably improve time-to-diagnosis and time-to-resolution • Define, track, and report on Support KPIs: CSAT, CES, MTTR, FRT, FCR, and escalation rate • Implement structured RCA and post-incident review processes • Oversee technical training programs that raise team capability in debugging, scripting, and systems analysis - including regular "bug-a-thon" sessions focused on systemic issue reduction • Recruit, mentor, and develop highly technical support engineers and managers across multiple regions • Build technical career ladders within Support (e.g., Tier 3 Engineer, Escalation Engineer, Product Liaison) • Foster a culture of ownership, analytical rigor, and proactive problem-solving over reactive ticket handling

• Work closely with customers to guide them through the onboarding process for products like Safer and Thorn Detect, helping them understand setup and troubleshoot common technical issues. • Provide timely, thoughtful support to users with varying technical backgrounds, managing the day-to-day customer experience and escalating issues or feedback to Product, Engineering, or Account Managers when appropriate. • Operate as a technical advocate for customers by clearly communicating their needs, questions, and constraints to internal teams, while balancing customer expectations with technical realities. • Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales to support a cohesive experience for prospects and customers from onboarding, support, and ongoing product use. • Use support tooling such as ticketing systems, Slack, Zoom, and email to track requests, document resolutions, and ensure clear communication and timely follow-through internally and externally. • Contribute to internal and customer-facing documentation by helping keep onboarding materials, support guides, and best practices accurate and up to date. • On-Call Participation: This role may participate in an on-call rotation and respond to critical issues outside of regular business hours. Availability during evenings, nights, weekends, and holidays may be required to ensure continuity of service and support.