• Handle customer calls by resolving technical product issues to support a 24/7 support function, assigning calls to Field Service or Field Applications when unable to resolve over the phone • Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements • Collect and analyze data and classify complaints according to FDA requirements, capturing and documenting all aspects of the customer interactions/issues into a customer interaction database

• Provide technical support to customers through telephone and other forms of communication • Provide resolutions to hardware, software, assay and training related calls • Distinguish between hardware, reagent, and software issues • Mentor and provide peer assistance for routine troubleshooting

• Elicit and map requirements with requesting business areas and stakeholders • Document business rules and technical requirements clearly, concisely, and with version control • Create and maintain up-to-date functional and technical artifacts • Work alongside developers and testers throughout the entire lifecycle of deliverables • Support the Product Owner and Agile team in backlog prioritization and refinement • Perform functional validation of deliveries, proposing improvements and adjustments • Support the maintenance team in incident analysis and evolutionary improvements • Conduct root cause analysis and propose sustainable solutions • Participate in and facilitate Agile ceremonies (Daily, Planning, Review, Retrospective and Refinement) • Act as a facilitator between technical and business areas • Produce technical documentation for support (manuals, process flows and operational instructions) • Identify technical risks and bottlenecks, proposing continuous improvements • Maintain a clear history of requests (specifications, decisions, versions and evidence) • Ensure adherence to architecture, security and data governance guidelines

• Serve as a Tier 2 escalations point handling both basic and complex IT issues • Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services • Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication • Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications) • Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure • Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction • Perform root cause analysis to prevent recurring issues and improve overall service delivery • Escalate unresolved issues appropriately to senior engineers or third-party vendors • Document solutions clearly to contribute to shared knowledge resources