• Deliver friendly, professional technical support via phone and remote tools. • Troubleshoot Windows PCs, networking issues, and Uniguest software. • Diagnose technical problems and guide customers to successful resolutions. • Collaborate with teammates to resolve complex issues and share knowledge. • Create a positive customer experience with every interaction.

• 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