Role Description The Hardware team is responsible for designing and improving our IoT devices, dealing with every step of the development process, ranging from PCB design, firmware programming, case design, validations and certifications, always aiming to build trustworthy products that can be produced at a mass scale. As a Hardware Support Engineer, you will be responsible for analyzing and resolving technical issues with our products, utilizing your analytical thinking, engineering skills, and fast learning abilities to deliver effective solutions. If you thrive in a challenging and fast-paced environment and enjoy problem-solving, this opportunity is for you. Your expertise in problem solving, testing and data analysis will be instrumental in ensuring the seamless operation and reliability of our industrial asset monitoring solutions. Responsibilities - Troubleshoot product issues: Investigate and diagnose technical problems reported by customers or identified through internal testing. - Analyze data, logs, and system behavior to identify the root cause of issues and propose appropriate solutions. - Collaborate with cross-functional teams: Work closely with engineering, quality assurance, and customer support teams to understand and replicate reported issues. - Generate and maintain documentation for test results and repeatability. - Clearly communicate technical concepts, solutions, and recommendations to both technical and non-technical stakeholders. - Provide timely updates to customers, support teams, and management regarding the progress of issue resolution. - Teardown documentation for field failure analyses. - Contribute to the development and maintenance of quality documentation, including standard operating procedures, work instructions, and quality manuals. Qualifications - Enrollment in a Bachelor's degree program in Electrical Engineering, Computer Engineering, or a related field. - Basic knowledge of electronic circuits, components, and schematic design. - Basic understanding of measurement equipment, manufacturing process, and other mechanical manufacturing concepts. - Understanding of electrical technical documents such as components datasheet, schematics and PCB Gerbers. - Understanding of 2D mechanical technical documents such as 2D drawings and work instructions. - Intermediate English fluency. - Live or have availability to move to Sao Paulo. Bonus Points - Experience with scripting languages such as Python. - Basic knowledge of programming languages such as C. - Experience with other low-level programming languages. - Fluency in English proficiency. Benefits - Competitive salary and stock options - 30 days of paid annual leave - Education and courses stipend - Earn a trip anywhere in the world every 4 years - R$1.035/month for meals allowance - Health plan with national coverage and without coparticipation - Dental Insurance: we help you with dental treatment for a better quality of life. - Wellhub and Sports Incentive: R$300/mo extra if you practice activities

• Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. • Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis. • Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50% • Provide first/second level contact and problem resolution for customer issues • Provide timely communication on issue status and resolution • Maintain ticket updates for all reported incidents. • Update and maintain Help Desk Documentation and knowledgebase articles – 20% • Review and update Help Desk documentation as assigned • Review and create KB articles • Other functions as directed by management – 30% or as pre-determined by client’s needs. • Travel to remote sites with 45 minutes of the home office will be required one day a week. • Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed • Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or escalate as needed. • Work on tickets escalated by the level 1 engineers • Create ticket and return calls to customer by the set SLA. • Quickly and effectively communicate with customers within our SLA • Work with vendor to resolve issues when required • Configure/image desktops or laptops • Continually update and improve our documentation of a customer environment. • Continuously improve upon technical skills sets within assigned areas of expertise • Continuously improve upon soft skill sets required to deliver outstanding customer service • Perform “Walk-In” activities for any employees that need technical assistance while onsite • Work on client assigned projects related • Continually maintain and improve customer environment documentation • Research and contribute technical information to the knowledgebase

• Own the end-to-end technical support lifecycle, ensuring all incidents are triaged, resolved, or escalated within defined SLAs. • Conduct deep-dive technical troubleshooting across HYPR’s product suite and integrated identity services. • Collaborate cross-functionally with Engineering and Product teams to resolve complex escalations and identify product defects. • Proactively monitor system health and ticket trends to mitigate widespread service interruptions and improve process efficiency.

• Investigate and resolve customer-reported issues by analyzing SQL queries, reviewing data feeds (HL7, CSV), examining Python code, and collaborating with Data Engineering and Product teams • Be the empathetic voice for customers experiencing production issues—you'll understand the urgency when ED boarding metrics spike or discharge workflows break, and communicate clearly about status, root cause, and resolution • Master the IPF software platform by diving deep into workflows like Departure Lounge, Multidisciplinary Rounds, Case Management, ED Boarding, and Clinical Staffing—learning both the product and the healthcare operations it supports • Write and execute SQL queries to validate data, reproduce issues, and verify fixes across our customer environments • Read and debug Python code to identify defects, understand system behavior, and collaborate with Engineering on root cause analysis • Document and track issues in Jira, working cross-functionally with CSMs, Implementation, Data Engineering, and Product teams to drive resolution • Contribute to knowledge base and troubleshooting playbooks to help the team resolve issues faster