• Serve as a Registered Nurse on our Maine team, supporting family caregivers and ensuring high-quality in-home care delivery • Conduct initial in-home visits prior to the start of caregiving services • Review and implement the Authorized Plan of Care provided by the state’s Assessing Services Agency • Provide on-site supervision to caregivers at least monthly for the first three months of each families’ enrollment in the program, with supervisory visits every 3-6 months thereafter • Maintain accurate clinical documentation and ensure EVV (Electronic Visit Verification) compliance • Continue initial and supervisory home visits for new and existing patients • Train and evaluate caregiver competency and conduct annual performance reviews • Monitor patient health status and coordinate with the service coordination agencies / physicians regarding significant changes • Ensure ongoing compliance with documentation standards and EVV requirements

Role Description As our Technical Support Manager, you will own the support function for our PLG user base end-to-end. You are stepping into a functioning operation, Fin AI is already live and handling the majority of chat volume, core automations are in place, and the billing ops workflow is established. Your job is to own it, raise the bar, and extend it. You will have full authority over how support, billing ops, and customer education work at Wiza. You will set the standards, improve the tools already in place, push the AI agents further, and decide what gets automated next vs. what still needs a human. What You Will Own - Customer Support Experience (~55%) - Own support for all PLG users end-to-end: product inquiries, billing questions, account issues, and technical troubleshooting. - Own the operational side of the PLG motion: subscription changes, refunds, credit adjustments, plan migrations, and billing escalations. - Own and maintain the help center article library, keeping content accurate, up to date, and useful. - Drive customer education through in-app guidance, onboarding touchpoints, and proactive outreach. - Set and uphold the quality bar for response time, resolution rate, and CSAT. - Identify recurring issues and surface them as systemic problems worth solving. - AI and Automation Layer (~30%) - Own, tune, and continuously improve Fin AI, our primary AI support layer. - Identify and execute on opportunities to extend Fin's coverage across channels and use cases. - Build and maintain automations (workflows, routing logic, macros) to deflect common questions. - Work directly with APIs to investigate issues, test integrations, and build or improve support workflows. - Design and implement processes that move users out of the reactive support queue. - Evaluate new AI tooling where it can meaningfully improve support quality, billing ops, or customer education. - Cross-Functional Ownership (~15%) - Build reporting on volume trends, issue categories, AI deflection rates, and resolution patterns. - Partner with Engineering and Product to flag bugs and surface user pain points. - Work with CS, Ops, and Sales to ensure PLG users who signal expansion readiness get handed off cleanly. - Report on support performance, roadmap, and resourcing needs and establish KPIs. Qualifications - 2 to 4 years in customer-facing support, support operations, or technical support at a SaaS company. - Hands-on experience with Intercom and Fin. - Track record of ownership: managed a support function, been the senior IC in one that scaled, or improved a support operation. - AI-forward mindset with real experience: worked with AI support agents, improved deflection rates, or integrated AI into a support or ops workflow. - Demonstrated technical ability: built automations, worked directly with APIs (REST, JSON, webhooks), and used tools like Zapier, n8n, or similar. - Strong billing and subscription ops judgment: refunds, proration, plan changes, dunning, and edge cases. - Comfort with data: ability to pull a report, spot a trend, and tell a story with it. - Strong written communication: clear, human, and accurate support responses. - Ability to make independent judgment calls, set priorities, and ship without a playbook. - Able to work Eastern Time hours. Nice to Have - Experience with Stripe or similar billing platforms. - Familiarity with sales intelligence, prospecting tools, or B2B SaaS workflows. - Experience owning and maintaining a help center or self-serve documentation library. Benefits - Competitive salary. - Health Care Plan (Medical, Dental & Vision). - Retirement Plan (401k, IRA). - Paid Time Off (Vacation, Sick & Public Holidays). - Family Leave (Maternity, Paternity). - Training & Development. - Stock Option Plan.

• Lead weekly L10 meetings, maintain the Scorecard, track Rocks and To-Dos, and manage the Issues List. • Conduct weekly 1:1s, hold team members accountable, onboard new hires, and maintain morale in a remote environment. • Act as the CEO’s filter, make day-to-day decisions, maintain SOPs, manage tools and vendors. • Provide weekly updates and monthly summaries to the CEO, flag risks early, and ensure no surprises. • Oversee product launches, creative refreshes, and cross-functional initiatives; maintain project trackers in Asana. • Manage the recruitment funnel, screen candidates, coordinate test tasks, and integrate new hires.

• Drive alliance partner awareness of Veeam to generate joint pipeline and accelerate sales • Enable business expansion around joint workloads, joint offer, field enablement, marketing, support and demand generation • Accelerate direct sales collaboration, especially on the enterprise segment, and track closure of leads and deals • Partner with EMEA Alliance Marketing and Veeam DACH Marketing to create initiatives driving opportunity generation, product evaluations and sales • Enable joint channel programmes to broaden reach and accelerate the sales cycle, targeting enterprise customers and prospects • Define, manage and execute programmatic alliance interactions that can be replicated across the alliance portfolio • Leverage and localize initiatives developed by Veeam Global and EMEA Alliance teams • Work closely with DACH and EMEA sales, pre-sales, marketing and channel teams to achieve joint goals • Navigate the DACH IT distribution ecosystem (Arrow, TD Synnex, Also, Ingram) and system integrators (Kyndryl, Accenture, Atos, Tata) • Understand DACH procurement cycles, both public sector and private enterprise • Travel frequently (40% - 50%) across DACH and occasionally across EMEA