• Troubleshoot and resolve customer issues across our products, including analyzing logs, reproducing issues, and collaborating with internal engineering teams when escalation is needed • Communicate solutions clearly and professionally, adapting explanations to each customer’s technical level • Document findings, including troubleshooting steps, root cause summaries, and knowledge‑base content to support self‑service • Collaborate cross‑functionally with Product, Engineering, and QA to ensure customer issues are understood and resolved efficiently • Advocate for the customer by identifying patterns in reported issues and recommending product improvements • Participate in on‑call rotations (if applicable) to ensure timely support coverage • Collaborate effectively with development, QA, automation, and product teams to deliver engineering solutions • Identify and drive supportability improvements for products, tools, and processes • Participate in technical reviews, contributing to a culture of engineering excellence and high ownership

• Help build and set up Digital Twins for our clients by working directly on live deployment projects • Use your knowledge of building systems (HVAC, BMS, electrical, and mechanical) to help process and validate data • Work with 3D building models (such as Revit or Navisworks) to understand building layouts and support accurate Digital Twin creation, while analysing large datasets using tools like Excel to identify issues and ensure data accuracy • Work closely with teammates across different departments to help set up and support system integrations. • Use AI tools to speed up data processing, documentation, and problem-solving, while staying open to learning and adopting new tools and technologies as they become available. • Ensure the Team Leader is informed on progress, issues, risks and blockers on a daily basis to enable accurate deliverable management • Engage with Willow’s Product and Engineering team to improve product capabilities and roadmap

• Lead customer deployments in GMP-regulated environments, including project coordination, installation, documentation, and validation support. • Deliver core team training, configuration activities, and end-user / administrative training. • Conduct product demonstrations and on-site or remote technical seminars. • Resolve software and related hardware issues for current customers via on-site visits, phone, email, and remote sessions. • Partner with clients to align operational data, configurations, test methods, and reports with their QC Microbiology workflows. • Contribute to documentation, training materials, and project plans. • Manage multiple projects and assignments simultaneously, including pre-sales scoping and sales-to-service transitions.

Role Description The Technical Implementation Lead owns the end-to-end technical delivery of large-scale SaaS deployments for Tier-1 enterprise customers. This role serves as the single technical point of accountability during customer implementations, ensuring architecture, deployment, performance, and stability align with enterprise standards and business outcomes. This is a deeply hands-on technical leadership role, not a coordination function. Success requires strong ownership, independent drive, and the ability to diagnose and resolve complex technical challenges across distributed systems, customer infrastructure, and internal engineering teams. - Own technical delivery across enterprise implementations from kickoff through go-live and stabilization - Serve as the primary technical authority for customer deployments, driving architecture and deployment decisions - Design and validate cloud-based deployments across AWS and/or Azure environments - Guide deployment patterns across multi-tier SaaS architectures and Java-based application stacks - Identify and resolve performance bottlenecks across application, database, infrastructure, and integrations - Lead technical discussions with customer IT, architecture, infrastructure, and security teams - Translate enterprise IT requirements into scalable, secure, and high-performance technical solutions - Proactively identify technical risks related to scalability, performance, integrations, and security, and drive mitigation plans - Support load testing, capacity planning, and production readiness reviews - Navigate ambiguity across Engineering, DevOps, Data Integration, Security, and Customer teams to drive resolution - Influence internal and external stakeholders toward timely, technically sound outcomes - Contribute to improving implementation frameworks, deployment standards, and best practices Qualifications - Experience deploying SaaS platforms in retail, workforce management, or enterprise SaaS environments - Experience working with multi-tenant SaaS architectures - Background in DevOps, Solution Architecture, or customer-facing technical leadership roles - Experience troubleshooting performance issues in large-scale Java-based systems - Familiarity with observability tooling, CI/CD pipelines, and enterprise security practices - Experience supporting global customers across time zones Requirements - Strong ownership and independent drive - Ability to diagnose and resolve complex technical challenges - Proficiency in cloud-based deployments across AWS and/or Azure environments - Experience with multi-tier SaaS architectures and Java-based application stacks - Technical authority in customer deployments Preferred Skills - Experience in retail, workforce management, or enterprise SaaS environments - Background in DevOps or Solution Architecture - Familiarity with observability tooling and CI/CD pipelines Equal Opportunity Statement Logile is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected characteristic.