Role Description The Technical Support Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes. - Serve as the primary PACS technical support resource for customer healthcare IT projects. - Provide second-level support for PACS/RIS 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 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 RIS/PACS 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. Qualifications - Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience. - Minimum of 5 years of experience in IT support roles. - Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role. - Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server). - Strong Linux system administration and command-line experience. - Experience with MSSQL database management and relational database technologies. - Strong understanding of networking concepts, troubleshooting, and infrastructure support. - Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems. - Proven experience troubleshooting complex software applications and healthcare technology solutions. - Experience with public cloud environments and cloud-based integrations. - Familiarity with scripting, data serialization, and reporting tools such as SSRS. - Strong troubleshooting, analytical thinking, and critical problem-solving skills. - Experience using ticketing systems and ITIL-based support processes. - Strong customer service, relationship management, and call center support experience. - Excellent written and verbal communication skills with both technical and non-technical audiences. - Ability to manage multiple priorities and work effectively under pressure. - Ability to collaborate effectively across cross-functional technical and business teams. - Flexibility to work varied schedules and participate in on-call rotations as required. - Strong understanding of PC/server hardware platforms and general IT infrastructure. - Professional communication and interpersonal skills required for internal and external customer interactions. Requirements - CCNA or CCNP certification. - CompTIA Linux+, RHCA, or RHCT certification. - Radiology workflow experience. - Experience in healthcare or clinical IT environments. - Advanced knowledge of healthcare imaging and workflow technologies. Quality Standards - Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors. - Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance. - Follows all local, regional and country laws concerning employment. - Follows all DeepHealth policies and procedures. - Follows data privacy, compliance, safety and confidentiality standards at all times. - Practices universal safety precautions. - Promotes good public relations on the phone and in person. - Adapts and is willing to learn new tasks, methods, and systems. - Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines. - Completes job responsibilities in a quality and timely manner. Travel This position may require occasional travel. Working Environment Remote Physical Demands This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. Salary Salary from $75,000 to $100,000 depending upon experience.

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service • Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers • Communicate technical solutions to non-technical customers in a clear and concise manner • Escalate complex issues to higher-level team members as necessary • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adhere to company policies and procedures • Meet or exceed performance targets for related KPs

Role Description This role is primarily responsible for supporting both internal and external users by resolving technical issues related to our systems, primarily Salesforce, as well as administration of other SaaS applications (i.e. Slack, Okta, SharePoint). The ideal candidate will have a strong interest in becoming a certified Salesforce Administrator and become an expert in the functionality and use of other SaaS applications across our organization. Note: While certification is not required at the time of hire, it is expected to be completed as part of the role’s ongoing professional development. The ideal candidate will demonstrate excellent communication skills, both with external clients and internal teams, and possess the ability to investigate, research, and recommend solutions to technical challenges. The Technical Support Analyst will report directly to the Chief Operating Officer and collaborate closely with the technical, operational, and leadership teams. Qualifications - 5 years experience in the field of IT-support with emphasis on phone and email support for SaaS and web-based software. - Salesforce Administration experience (not certified), 2 years minimum required. - Bachelor’s degree in Information Technology, Computer Science or related field or a proven record of success. - Insurance Industry (Commercial), preferred. Requirements - Provide technical assistance to users via phone (inbound/outbound), chat, email, and other communication channels for web-based system and login issues. - Support Salesforce administration, including data corrections, cleanup projects, and user assistance. - Serve as the primary point of contact for third party support tickets with IT vendors and SaaS application help desks. - Maintain clear and timely communication with end users regarding incident status and resolution. - Perform daily data reconciliations between Salesforce and third-party system reports. - Investigate discrepancies, resolve missing data, and disposition system cases. - Collaborate with third-party teams to resolve and clear system issues. - Escalate issues to the appropriate internal teams for resolution. - Manage and monitor shared mailboxes and calendars, as well as Slack and Teams channels related to technical support and system integrations. - Update internal documentation and process guides as needed. - Reproduce and document technical issues to support bug validation and resolution for process improvement. - Administer SaaS, including: RingCentral, Slack, Okta, Loom, Jira/Confluence, SharePoint permissions. - Identify and document process improvements for future development. - Assist with testing of bugs and future enhancements. - Perform other duties as assigned. Benefits - Competitive salary - Benefits: Medical, dental, vision, FSA, 401K with match, LTD, Life Insurance, AD&D, and EAP - Employer-sponsored training and professional development Company Description Community Association Insurance Solutions (CAIS) is a Commercial Insurance Wholesaler and Program Administrator specializing in protecting Homeowners' Associations (HOAs), Condominiums (Condos), Townhomes and Planned Unit Developments (PUDs). Visit www.caislive.com for more information about our company. Pursuant to California regulation, the compensation range for this position is as stated and includes eligibility for performance-based bonuses. California Pay Range: $70,304 — $81,000 USD

• Respond to and triage incoming customer inquiries (phone, email, virtual) with appropriate prioritization and urgency. • Diagnose and resolve technical issues related to Bionano instrumentation, consumables, software, and workflows. • Provide consultative scientific guidance on experimental design, workflow optimization, and product use. • Escalate complex technical issues to Field Applications, Field Service Engineering, or R&D as needed, ensuring timely resolution and follow-up. • Document all customer interactions, complaints, and resolutions accurately in CRM/complaint tracking systems. • Analyze support trends and customer feedback to identify recurring issues and recommend product/process improvements. • Review and contribute to technical documentation including protocols, user guides, application notes, and training materials. • Provide remote and occasional on-site support for customer onboarding, training, troubleshooting, and workflow implementation. • Support pre-sales and post-sales activities, including evaluations, assay optimization, and data interpretation. • Assist with new instrument installation, maintenance, training, validation, and early-stage customer adoption.