• Lead the investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams. • Act as the primary technical owner for high-priority customer escalations, coordinating efforts across Engineering, Product, Infrastructure, and third-party partners. • Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics to identify root causes. • Handle advanced cloud telephony and VoIP troubleshooting, including SIP, WebRTC, PSTN, BYOC, SBC, call routing, call quality, connectivity, IVRs, DTMF, transfers, and call recording. • Analyze SIP call flows, signaling, media paths, and carrier traces to isolate failures across customer networks, cloud infrastructure, and telecommunications providers. • Partner with carriers and service providers to troubleshoot routing issues, number provisioning, CNAM, STIR/SHAKEN, SIP trunking, toll-free services, DID management, and voice network performance. • Utilize network diagnostic tools such as Homer, HAR captures, PCAPs, traceroutes, and browser diagnostics to troubleshoot real-time communications. • Collaborate with Engineering to validate defects, reproduce issues, prioritize fixes, and communicate technical findings. • Provide technical leadership during customer meetings, incident bridges, and post-incident reviews. • Mentor and coach Technical Support Engineers by providing guidance, knowledge sharing, and case reviews. • Identify trends across support cases and recommend improvements to product stability, tooling, and operational processes. • Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base articles. • Drive continuous improvement initiatives that increase support efficiency and reduce customer impact. • Partner with Customer Success, Sales, Professional Services, and Product Management to address customer-impacting technical challenges. • Support major incidents through technical coordination, stakeholder communication, and post-incident analysis. • Contribute to onboarding, technical training, and development of new support engineers.

• Provides highly visible remote technical, applications and system admin support for HCUS customers. • Supports TAC and MI Service with the management, execution, and administration of operational, billable, and more in-depth projects and support. • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors which may include customer impact, HCUS business priorities, and regulatory requirements. • Offers mentorship to new incumbents on technical and product knowledge and department operating procedures. • Assesses hardware, software and network related issues on customer systems and provides solutions for repairs by performing remote troubleshooting, diagnostic evaluations and routine inspections on medical imaging systems, equipment and components sold or serviced by the company. • Collaborates with other internal and external groups on solving complex technical issues and developing innovative solutions. • Maintain an expert working knowledge of current medical imaging products and related technologies by staying abreast with the latest industry / technology advances through continuous education.

• Support the Department of Veterans Affairs (VA) Veterans Health Administration (VHA) Specialty Care Program Office (SCPO) • Provide contract administration, meeting support, and program/project analytic support • Assist in preparing monthly status report and Budget Tracker entries • Reconcile labor hours and financial data against invoices • Support meeting scheduling, agenda preparation, minutes, and follow-up action tracking • Maintain project schedules, integrated master schedules (IMS), and action trackers • Develop program artifacts such as executive status reports, dashboards, SOPs, presentations, and communication plans

• Lead quarterly and annual planning processes by developing complex, multi-variable forecasts and scenario analyses that inform strategic investments and resource allocation decisions • Partner with cross-functional leadership—spanning Support, Product, Finance, and CX—to surface data-driven insights that improve business performance and translate findings into clear, prioritized recommendations • Maintain and continuously optimize the Customer Support business rhythm, including preparing accurate, insights-rich content for monthly and quarterly business reviews to ensure leadership clarity on goals, scope, and performance trends • Build and manage self-service dashboards and automated reporting pipelines that give stakeholders real-time visibility into key performance indicators, capacity trends, and operational health • Act as an analytical lead or workstream owner on cross-functional initiatives—such as new tooling rollouts and process redesigns—ensuring that data-driven perspectives are embedded from planning through execution • Own and contribute to data definitions, metric governance, and reporting standards, ensuring consistency across dashboards and business review materials and enabling stakeholders to trust and act on the data they see • Own end-to-end analysis of the customer experience, identifying root causes of complex, systemic issues and recommending practical, measurable adjustments that reduce friction and improve satisfaction • Analyze CSAT, NPS, and customer effort data to identify key drivers of satisfaction and dissatisfaction, translating Voice of Customer signals into actionable improvements for the support team • Research industry best practices and operational models across top SaaS companies, identifying opportunities to improve team efficiency and proposing creative, innovative solutions to moderately complex operational challenges • Partner with Workforce Management to develop capacity planning analyses that help the team anticipate demand, optimize staffing, and proactively address blockers before they impact execution • Leverage emerging AI and automation tools to streamline routine analytical workflows, accelerate insight generation from complex datasets, and increase the overall impact and velocity of the team • Evaluate new technologies, platforms, and analytical methodologies relevant to support operations, serving as an internal advocate for tools that improve how the team makes decisions and serves customers.