• Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility. • Serve as acting lead in the Support Manager’s absence — make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability. • Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly. • Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively. • Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live. • Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager. • Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period. • Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently. • Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier. • Run recurring team knowledge sessions — translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries. • Provide informal performance input to the Support Manager on team members’ technical progress, emerging skill gaps, and coaching opportunities; participate in L2 candidate interviews when requested. • Lead technical support for large-scale and enterprise implementations, including multi-site deployments, controller migrations (e.g., EP to MP controller upgrades), and phased cutovers. • Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team. • Use advanced troubleshooting skills to isolate and resolve equipment and software malfunctions; escalate to L3 only when resolution requires backend platform access or engineering involvement. • Complete accurate and detailed service reports for both customers and Genea in a timely manner to support invoicing and job tracking within the ticketing system (Zendesk).

• Reporting to the Senior Director of Information Security, the Security Engineer role at Level Access will help the company meet its goal of being the most secure company in digital accessibility. • Perform initial triage of disparate security signals and events to determine severity and drive response to potential business-impacting incidents. • Monitor and analyze vulnerability management tools and feeds; provide remediation guidance to downstream teams; and keep technical risk under control. • Operate the security awareness program, including course design, phishing simulations, reporting, and support for business teams and users. • Support internal and external stakeholders as required to gather information and evidence for security governance activities and compliance audits. • Use AI and automation techniques to enhance compliance, facilitate business operations, and improve efficiency. • Undertake small projects to mitigate risk, support the team, and support other company objectives.

• Reporting to the Senior Director of Information Security, the Security Engineer role at Level Access will help the company meet its goal of being the most secure company in digital accessibility. • Security alert triage: Perform initial triage of disparate security signals and events to determine severity and drive response to potential business-impacting incidents. • Vulnerability management: Monitor and analyze vulnerability management tools and feeds; provide remediation guidance to downstream teams; and keep technical risk under control. • Security awareness: Operate the security awareness program, including course design, phishing simulations, reporting, and support for business teams and users. • Audit support: Support internal and external stakeholders as required to gather information and evidence for security governance activities and compliance audits. • AI and automation: Use AI and automation techniques to enhance compliance, facilitate business operations, and improve efficiency. • Business analysis: Undertake small projects to mitigate risk, support the team, and support other company objectives.

Provide independent quality assurance review of CMMC Level 2 certification assessments, maintain the quality management system, verify adherence to assessment procedures, and identify nonconformities while ensuring impartiality in the quality function.