• Provide first-line technical support to partners across phone and non-phone channels. • Resolve common product or configuration issues by following standard operating procedures and leveraging internal tools. • Support ticket creators responsible for end customer’s security solution design, implementation, configuration, operation, and maintenance. • Handle inbound cases through phone, email, and other options via ticketing system with minimum backlog and timely follow-ups. • Resolve straightforward technical problems using established communication processes and escalation workflows. • Hold to defined workflows and instructions provided by TSG leadership and senior personnel. • Focus on collaboration and continuous learning with clear paths for advancement through training and performance.

• Provide first-line technical support to partners (VARs) across phone and non-phone channels • Resolving common product or configuration issues by following standard operating procedures • Supporting ticket creators responsible for designing, implementing, configuring, operating, and maintaining end customer’s security solution • Collaborating with TSG leadership and other senior personnel

• Provide first-line technical support to partners (VARs) across phone and non-phone channels. • Resolve common product or configuration issues by following standard operating procedures. • Support ticket creators responsible for designing, implementing, configuring, operating, and maintaining the end customer’s security solution. • Report to the Senior Tech Support Supervisor based in Framingham, MA and follow a Remote work schedule.

Role Description - Support the Manager in the overall governance, planning, and execution of the U.S. Field Count and Self-Count programs - Develop, maintain, and enforce standard processes, timelines, documentation, and quality expectations for all Field Counts and Self-Counts - Coordinate data preparation, set listings, and logistics prior to count execution in partnership with Sales and internal teams - Lead post-count reconciliation activities, discrepancy resolution, and follow-up to ensure timely and accurate closure - Oversee and lead all Self-Count activities, including planning, execution, validation, and reconciliation - Provide day-to-day direction, prioritization, and operational guidance to Lead and Senior Field Inventory Coordinators - Serve as an escalation point for count readiness, execution, sales coordination, data integrity, and compliance issues - Deliver training on Field Count processes, inventory controls, and counting tools; support continuous improvement of tools and documentation - Compile, analyze, and maintain inventory data; perform cycle counts, verify accuracy, and drive system adjustments - Manage expired inventory resolution, RMA processing, and disposition activities in compliance with quality and regulatory standards - Communicate regularly with Sales, Field Operations, Quality, and leadership to provide status updates and visibility - Travel extensively to support Field Count execution, internal cycling, audits, and cross-location inventory activities - Ensure all Field Count activities meet financial audit requirements and maintain audit readiness Qualifications - High School diploma required; Associate’s or Bachelor’s degree preferred - 3+ years of relevant experience in inventory management, cycle counting, or field operations (medical device experience strongly preferred) - Valid driver’s license with a good driving record - Fluency in spoken and written English - Strong knowledge of inventory tracking, counting principles, controls, and data analysis - Demonstrated leadership or mentoring experience with the ability to guide and prioritize team activities - Excellent customer service, communication, and problem-solving skills - Proficiency in Microsoft Outlook, Excel (pivot tables, queries), Word, Access, and ERP systems - Ability to teach and train others on inventory best practices - Analytical skills with preference for financial acumen related to inventory - Physical ability to lift, push, pull, and carry up to 50 lbs Benefits - Comprehensive health, dental, and vision insurance - 401(k) with company match - Paid time off (PTO) and holidays - Ongoing training and professional development opportunities - Opportunity to grow within a fast-paced, dynamic company