• Lead and develop a team of Technical Support Specialists, fostering a culture of accountability, growth, and customer obsession. • Ensure the team consistently delivers fast, thoughtful, and technically sound support while maintaining high customer satisfaction. • Partner with the team to resolve complex customer issues, working closely with Product and Engineering to drive timely resolutions and improve the customer experience. • Represent the voice of the customer across the company, surfacing feedback and identifying trends that inform product and operational decisions. • Build scalable systems, workflows, and support processes that reduce friction, improve quality, and enable the team to grow effectively. • Collaborate with Product, Engineering, Marketing, and Operations to improve customer outcomes and contribute to the product roadmap. • Own team performance, reporting on key support metrics and driving continuous improvement.

• Partner with the Head of Payroll to challenge, shape, and deliver features that align with SAMpeople's strategic business goals. • Define clear problem statements and hypotheses based on payroll stakeholder feedback and regulatory research, ensuring every initiative delivers measurable value. • Proactively map and manage functional cross-team dependencies to keep development cycles running smoothly and risk-free. • Decompose high-level strategic initiatives into detailed user stories, comprehensive functional specifications, and rigorous acceptance criteria. • Document complex current and future-state workflows using data flow diagrams, sequence diagrams, and process models. • Establish precise business rules, data validations, and error-handling scenarios to guide the engineering team toward robust, high-quality technical builds. • Validate the technical feasibility of potential solutions early by partnering with Engineering and Product Design to isolate architectural assumptions and risks. • Audit and align product requirements with strict data protection regulations and industry-standard payment security frameworks (including PCI compliance). • Coordinate iterative development cycles alongside the Head of Payroll, actively driving agile ceremonies to optimise team delivery velocity. • Triage escalated bugs, complex functional queries, and high-priority business issues as the primary technical point of contact. • Partner with the Head of Payroll to strike the perfect balance between maintenance work, technical debt, and exciting new functional enhancements.

• Respond to technical incidents with defined SLA compliance • Diagnose and resolve complex technical issues across the AI stack • Escalate critical issues to appropriate technical teams when needed • Document incident resolutions and maintain knowledge base • Adopt latest monitoring tools and support methodologies • Implement standards and innovation in support processes • Collaborate with delivery teams to improve solution reliability • Provide technical feasibility input during solution design • Act as technical expert during customer escalations • Provide clear communication on incident status and resolutions • Deliver technical guidance on system optimization and best practices • Monitor AI solution performance across all customer environments • Implement proactive monitoring systems and alerting mechanisms • Perform regular health checks and preventive maintenance activities • Track system metrics and identify performance optimization opportunities

• Providing global service and technical support in person, over the phone and/or through email to healthcare providers who use the Nox Medical hardware and software • Have patience and compassion for working with healthcare providers who need assistance • Investigate and document product performance and failure information • Work collaboratively with Nox Medical Marketing, Sales, Product Specialists and, R&D to help troubleshoot product issues • Test new versions of hardware and software • Be willing to be a super user of all Nox Medical products • Perform complaints documentation and handling