Role Description - Responds promptly to resolve inbound customer inquiries, with the ability to provide support via phone, chat, and outbound communication. - Effectively addresses customer questions and concerns using approved communication standards. - Applies sound judgment in selecting appropriate methods and techniques to resolve customer requests. - Thrives in a technical environment, delivering solutions to customers who may be experiencing high-stress situations, while maintaining the ability to de-escalate concerns. - Leverages training resources and process documentation to ensure accurate and thorough recording of customer interactions within the CRM system. - Identifies potential product-related health and safety concerns and follows established internal escalation procedures. - Contributes to continuous improvement by recommending enhancements to customer-facing processes and materials. - Serves as a strong customer advocate, representing customer needs and perspectives internally. - Completes all required training prior to assuming full job responsibilities. - Consistently meets or exceeds established Customer Care performance metrics, including quality, accuracy, call monitoring, and adherence. - Maintains compliance with departmental attendance standards. - Provides second level product support. Qualifications - High School diploma required. - 1 year previous experience in a Customer Service required. MUST HAVE EXPERIENCE IN DME OR PHARMA OR MED DEVICE. - 1 year of experience in a Customer Technical Support or Customer Sales Support role preferred. - Experienced with use of electronic documentation systems preferred. - Bilingual Spanish/French encouraged. - Bachelor’s degree in biology or health related field encouraged. Requirements - Ability to read and follow flow diagrams, scripts, and work with decision trees. - Ability to perform work using a CRM tool which requires navigating in an automated system. - Knowledge of HIPAA desired. - Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care support. - Skilled at presenting complex information in a clear, concise manner to all levels within the department. - Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner. - Able to react to changing situations in a timely, calm, and confident manner. - Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems. - Ability to learn quickly in a fast-paced environment. - Ability to type at least 55wpm with a high rate of accuracy. - Flexibility to work shifts including weekends, holidays and beyond regularly scheduled workday as needed. - Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems. - Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information. - Skilled at promoting team cooperation and a commitment to team success. - Demonstrated experience successfully assisting, mentoring, and training others. Benefits - Medical, dental & vision. - Critical Illness, Accident, and Hospital. - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available. - Life Insurance (Voluntary Life & AD&D for the employee and dependents). - Short and long-term disability. - Health Spending Account (HSA). - Transportation benefits. - Employee Assistance Program. - Time Off/Leave (PTO, Vacation or Sick Leave). Company Description This is a Contract position based out of San Diego, CA. The pay range for this position is $25.00 - $30.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: This is a fully remote position. This position is anticipated to close on Jul 10, 2026.

• Manage the full customer lifecycle from onboarding through renewal • Act as a trusted advisor, combining business context with technical understanding • Translate client needs into documented processes, workflows, and service actions • Support data-driven conversations using platform metrics, reports, and integrations • Proactively resolve issues and manage expectations with clarity and professionalism • Partner with internal teams to align technical execution with client goals • Capture feedback, success stories, and opportunities for continuous improvement

• Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics • Configure and deploy monitoring, alerting, and automation policies directly within customer environments • Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity • Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision • Script and automate technical workflows and integrations to reduce manual lift and speed time to value • Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements • Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base • Support renewal and expansion conversations with deep technical credibility, without owning a sales quota • Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward • Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction • Take on additional responsibilities and projects as needed to support the success of the team and organization

Role Description CommandLink is redefining how enterprise customers onboard, adopt, and get lasting value from our platform, and we're looking for a Customer Success Engineer to be the technical owner of that relationship from day one. This is a technical, hands-on role built for someone who has lived inside real infrastructure. - Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics. - Configure and deploy monitoring, alerting, and automation policies directly within customer environments. - Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity. - Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision. - Script and automate technical workflows and integrations to reduce manual lift and speed time to value. - Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements. - Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base. - Support renewal and expansion conversations with deep technical credibility, without owning a sales quota. - Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward. - Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction. - Take on additional responsibilities and projects as needed to support the success of the team and organization. Qualifications - 3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administrator. - Direct, practical experience with scripting, server administration, and network deployment, including firewalls. - Real hands-on experience with monitoring and RMM platforms such as SolarWinds, Auvik, Dynatrace, or Kaseya. - Demonstrated ability to configure, troubleshoot, and resolve technical issues independently rather than escalating them. - Strong communication skills with the ability to translate technical detail for both customers and internal product teams. - Comfort working across security, network, and alerting concepts fluently enough that customers trust you as a technical authority. Requirements - Experience at an MSP or software provider serving the MSP market (Nice to Have). - Prior exposure to ITSM or ITIL concepts, though this is not the primary hiring background for this role (Nice to Have). - Experience building technical onboarding playbooks or repeatable processes from scratch (Nice to Have). - Interest in growing into a future team leadership or Director-track role (Nice to Have). Benefits - Room to grow at a high-growth company. - An environment that celebrates ideas and innovation. - Your work will have a tangible impact. - Flexible time off. - Fun events at cool locations. - Employee referral bonuses to encourage the addition of great new people to the team.