• Troubleshoot complex issues in Kubernetes clusters and cloud native environments through deep dive into logs, configurations and even code if needed. • Provide conversational technical support to end customers through slack and ticketing system • Work closely with Engineering and Product teams to escalate bugs and deliver timely resolutions, provide critical inputs to product roadmap through articulated customer feedbacks / requests. • Help customers with onboarding, best practices, and successful adoption of the platform • Take ownership of customer challenges end-to-end and ensure high satisfaction • Contribute to support documentation, troubleshooting guides, and internal knowledge sharing • Be part of building and scaling customer success processes in a hyperscale growth phase startup

• Lead the end-to-end technical implementation of our imaging solution across diverse healthcare environments. • Design and implement scalable, secure integrations across PACS, EHR, and HL7 interfaces to support clinical workflows. • Troubleshoot and resolve complex issues involving DICOM, HL7, VPNs, and secure image routing. • Partner closely with Product and Engineering teams to drive improvements based on customer needs and field insights. • Serve as an escalation point for advanced support and implementation issues. • Mentor and guide junior technical services engineers; contribute to onboarding and team skill development. • Design and improve internal tools, automation scripts, and monitoring systems for operational efficiency. • Develop high-quality technical documentation, SOPs, and knowledge base content.Represent the technical services team in customer meetings and cross-functional projects.

• Partner with enterprise customers to understand their goals and guide them from onboarding through adoption. • Troubleshoot and resolve technical issues, finding solutions that keep projects moving. • Lead engaging workshops, training sessions, and technical deep dives. • Advise on architecture, integrations, and feature use to maximize customer success. • Build and maintain documentation & tools so customers can self-serve effectively. • Share insights and feedback with product and engineering to improve the platform.

• Develop and maintain long-term relationships with customers through regular interactions and proactive meetings • Serve as a problem solver and subject matter expert of the runZero platform and network security industry • Collaborate cross functionally with the sales, support, and engineering teams to improve internal processes, build documentation to support the customer lifecycle, and the overall customer experience • Maintain a deep understanding of our product, lead strategic conversations, and share the most relevant features/functionality for your clients specific business needs • Advocate for your customer by managing their feedback, product needs/wants, and sharing their requests to internal runZero teams