• Provide expert-level technical support to customers via phone and ticketing system. • Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. • Assist customers in understanding application functionality, features, and best practices. • Ensure customers' inquiries and issues are addressed promptly and effectively. • Communicate effectively with large research and clinical trial customer base/teams. • Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. • Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. • Work closely with Tier III or development teams for advanced issue resolution. • Discover, identify, and escalate trending issues. • Achieve a high level of product domain and technical knowledge and act as a product SME. • Create and maintain comprehensive documentation for common technical issues and solutions. • Routinely share knowledge with team members to enhance overall support capabilities. • Maintain detailed records of customer interactions, support activities, and resolutions. • Train and mentor a team of Tier I Customer Technical Support Specialists. • Foster a collaborative and learning-oriented team environment.

• Drafting system requirements. This scope of responsibility involves the description of how the system is supposed to behave. Also, it establishes the constraints of its functionality. • Preparing functional requirements. A technical process analyst is also responsible for documenting functional requirements. • Formulating the main backlog. Ensuring a general outline of the project is defined within a backlog to formulate a basis of an instructive to-do list. • They are required to evaluate customer, employee & stakeholder needs, internal & customer workflows and business processes to be able to document and define requirements of product and feature needs. • They conduct meetings with different stakeholders and participants in various parts of operational processes, analyze the information received. • Document software implemented by development team for future reference by the development team and other internal departments. • Document decisions and the supporting reasons for the action made at each team and stakeholder meetings. • Technical Process Analysts gather information through process mapping, flow-charts, and workshops. This information can then be used to develop better process engineering or software solutions. • Their primary goal is to assess business requirements and make evidence-based recommendations to support process improvements and document through BRDs, User Stories, Flow Charts, and any other supporting format, the requirements to be conveyed to product and engineering teams. • Builds and maintains inclusive cross-functional partnerships directly with key stakeholders across our Product, Engineering teams. • Presents how the product's features support the business strategy and service delivery model. Provides data and recommendations for decision making to impact the product and roadmap, may update or own some of the product management documentation. • Co-ordinates with internal resources on complex research and analysis from idea generation through implementation.

• Provide Tier 2 technical support for the Lyceum platform. • Analyze, investigate, and resolve incidents related to academic and administrative modules and system integrations. • Identify root causes and propose permanent solutions to prevent recurrence. • Execute database queries for problem analysis and diagnosis. • Read and interpret application logs. • Assist clients in using the platform and clarify technical questions. • Work closely with Development, Product, Implementation, and Infrastructure teams. • Monitor critical incidents and ensure SLAs are met. • Produce technical documentation and contribute to the knowledge base. • Support validations related to new releases, fixes, and changes in the production environment. • Contribute to continuous improvements in support and service processes.

• Partner with institutional IT teams to gather requirements, scope integration pathways, and map data fields between Top Hat and Learning Management Systems • Lead the technical setup and configuration of integrations for school partners, ensuring successful implementation • Troubleshoot and resolve system-level integration errors (e.g., authentication failures, API timeouts, data sync mismatches) • Act as the primary subject matter expert to resolve complex integration issues and answer technical inquiries from school administrators • Monitor, troubleshoot, and escalate technical issues to ensure a seamless classroom experience for our users • Own the refinement of documentation and best practices for integrations • Analyze technical trends and customer feedback to provide insights and recommendations to Product Development, contributing to informed decision-making at both tactical and strategic levels • Support Sales Reps with active deals by joining customer calls as the SME and answering technical support-related questions • Provide technical support during peak periods by directly handling complex cases, critical system issues, and high-priority user requests, ensuring rapid resolution while maintaining service reliability and operational standards