Role Description The purpose of this position is to manage the daily sorting, processing, and distribution of data recorded from alcohol monitoring devices and associated data management systems to Monitoring Authorities, in accordance with applicable requirements for assigned jurisdictions. A customer-service mindset is key to success in this role. The Compliance Reporting Specialist I (CRS I) reports to the Compliance Supervisor and will support projects and matters of limited difficulty. Responsibilities - Understand the collection and distribution of client data to enable efficient and accurate responses to Monitoring Authority and client questions or requests. - Ensure efficiency and accuracy when utilizing various company databases to maintain client files, while protecting the integrity of data dissemination in accordance with jurisdictional requirements. - Ensure accurate and timely submission of all photo reviews and document scanning. - Support the department with the review of daily data communications to assigned Monitoring Authorities. - Manage correspondence efficiently and respond to inquiries accurately and on time. - Meet or exceed all assigned deadlines. - Perform other duties as assigned. Qualifications - High school diploma or equivalent. - Customer service experience preferred but not required (0–1+ years). - Strong attention to detail. - Proficiency with basic computer skills, including Microsoft Office, and willingness to learn proprietary systems. - Competent oral and written communication skills. - Adaptability and resourceful thinking in potentially challenging or stressful situations. Requirements - This is a full remote position, Monday through Friday. - Vast majority of time is spent sitting in front of a computer. - Friendly/ fun environment. Benefits - A comprehensive health plan that includes medical, dental, and vision coverage to ensure you and your family have access to the care you need. - A 401(k)-retirement plan with a generous company match to help you save for your future and achieve your financial goals. - Other fringe benefits including Birthday & Anniversary bonus, company-wide discounts, life insurance, Telemedicine access, short & long-term disability, and more! - Positive work environments that offer work/life balance and professional growth. - Mission-driven work making a global impact with local roots. - The opportunity to have hands-on work experience with industry-leading, innovative technology.

• 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.