• Receive, handle/analyze and resolve incoming technical customer inquiries as well as technical requests from other processes regarding our product portfolio • Maintain bug/CR tracking systems and the support database • Assist customers with necessary configurations (e.g., logfile analysis, technical configurations, permissions and user management, etc.), possibly as part of contracted services • Act as the point of contact for colleagues from User Support (1st level) for technical questions/problems of our customers

• Lead operational support for Americas customers and participate in the rotational on-call model • Perform hands-on L2/L3 troubleshooting across Linux, IMS, SIP, Diameter, Kubernetes, networking, logs, packet captures, and monitoring data • Act as the senior technical escalation point for complex customer issues • Lead major incidents from detection through recovery, setting technical direction, assigning actions, coordinating contributors, and driving resolution • Take the primary communication role during significant incidents for both internal and external stakeholders • Lead incident bridges, provide clear status updates, define communication cadence, and ensure customers, Engineering, Operations, and leadership receive consistent information • Own customer-facing incident communication, recovery confirmation, technical summaries, and RCA input • Escalate effectively to Engineering, Cloud, Product, or external partners with sufficient evidence, traces, logs, impact analysis, and investigation context • Improve monitoring, alerting, runbooks, SOPs, maintenance procedures, and operational documentation • Drive ticket quality, ownership, SLA awareness, and follow-up across the Americas queue • Mentor engineers through real investigations, reviews, shadowing, and technical feedback • Ensure reliable handovers with APAC and EMEA for ongoing incidents, maintenance, risks, and customer commitments • Support the Head of Operations & Support with technical judgement, operational risks, workload observations, and improvement recommendations

Role Description Fielding and thoroughly documenting Service Desk tickets related to: - PC hardware - Printer/MFP hardware - PC/VoIP phone peripherals - Microsoft Windows operating system - Microsoft Office suite - VMWare virtual desktop products - Apple IOS - Adobe Acrobat - Java - Provide backup telephone support for Service Desk Technicians. - Installation and maintenance of business software as assigned. - Management and completion of Service Desk related projects, such as hardware and software deployments, monthly security patching, and extensive cloud applications. - Use of internal and external knowledge bases and other resources to resolve as many technical issues as possible before escalation. - Provide 2nd level support for the Service Desk Technicians. Qualifications - 4-year degree or equivalent experience required. - 2 to 4 years’ experience in Desktop support/Service desk required. - Possess a working knowledge of fundamental operations of relevant software, hardware, and other technology equipment. - Comptia A+ or comparable industry-recognized certification required. - ITIL Foundation training required. - HDI Certifications preferred. - Classes relating to Service Delivery or application specific certifications are preferred. - 4-year degree in relevant field preferred. - 4 years of experience in IT preferred. - Office 365 Certification preferred. - Owner and expert on one or more minor applications used at Vituity. - Willingness to work overtime, nights, and weekends as required. - Ability to remain productive during slow times, able to multitask effectively during busy times, and exercise patience and professionalism during stressful situations. - Knowledge of and compliance with all Vituity IT operational and security policies and standard operating procedures. - Full knowledge of admin functions with Office 365. - Working knowledge of Active Directory and Exchange. - Working knowledge of Active Directory and its interface with Office 365. - Self-starter able to manage small projects. - Able to support applications used at the primary work location. Benefits - Superior health plan options. - Dental, Vision, HSA/FSA, Life and AD&D coverage, and more. - Top Tier 401(k) retirement savings plans that offers a $1.20 match for every dollar up to 6% plus discretionary profit-sharing contributions (eligible January following 18 months of service). - Generous paid time off starting 3-4 weeks’ annually. - Student Loan Refinancing Discounts. - Professional and Career Development Program. - EAP and travel assistance included. - Wellness program. - Purpose-driven culture focused on improving the lives of our patients, communities, and employees.

• Own high-complexity escalations end-to-end — debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined. • Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering. • Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution. • Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team. • Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation. • Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early — using Cursor to accelerate the querying, scripting, and synthesis behind them. • Facilitate external documentation reviews; review and approve troubleshooting, runbook, and process documentation to keep customer-facing and internal content accurate, testable, and versioned. • Contribute to case handoff standards to Engineering including required logs, timelines, and impact assessments. • Act as a bridge between TSE, Engineering, and Product — translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and suggested acceptance criteria. • Facilitate technical discussions with internal teams on complex, multi-system issues.