• Review, gather, analyze, interpret, and synthesize scientific data and technical information for the purpose of determining environmental impacts on biological resources and aquatic habitats; evaluate the proposed project effects of human activities on fishery resources, protected species, and habitat. • Write combined ESA Biological Opinions, ESA Letters of Concurrence, and MSA responses to action agencies related to their Biological Assessments for listed salmon and steelhead, designated critical habitat, and essential fish habitat under NMFS jurisdiction. • Review biological assessments, permit applications, and/or consultation initiation packages from action agencies for listed salmon and steelhead, designated critical habitat, and essential fish habitat under NMFS jurisdiction and provide feedback and technical support to action agencies. • Provide pre‐consultation technical assistance to action agencies, applicants, or their representatives in response to inquiries. Examples of feedback are sufficiency, accuracy, or completeness; requests for further information for consultation purposes; recommendation of conservation measures, compliance with technical design standards. Feedback shall occur through written or oral communications and in group meetings. • Review applications from action agencies to enroll in existing programmatic consultations and draft letters or emails to enroll applications into existing programmatic consultations. Prepare environmental documentation pursuant to NEPA. • Prepare draft incidental take permits and other necessary documentation for ESA section 10 activities. • Revise the documents based on review comments received from WCR NMFS and General Counsel staff, technical comments received from the tribes and states, and based on substantive public review comments to complete final versions of the ESA, NEPA and other associated documents. • Coordinate with NMFS fish passage engineers for reviews of proposed designs. • Coordinate with NMFS’ Science Center and other federal, state, or academic researchers in evaluating the status of species and impacts from actions. • Prepare appropriate documentation for each consultation and follow WCR protocols for quality assurance, electronic filing, and consultation tracking. • Coordinate with Project Officer or Geographic Branch Manager on assignments, work products, and project schedule. Coordination calls and meetings as necessary with WCR Team Lead(s). • Participate in WCR teams as necessary to complete the tasks in this contract. • Follow recommendations from agency staff on legal, regulatory, or technical sufficiency and compliance. • Assist in the development and implementation of mitigation banks • Prepare appropriate documentation for each consultation, status review, or permit, including assembling and managing administrative records as necessary to provide adequate and proper evidence of agency business, timely response to requests for information, and compliance with NMFS internal directives. Assist with compiling responses to Freedom of Information Act requests. • Participate in meetings with action agencies, applicants or permittees, special interest groups, state officials, and tribal representatives, as necessary.

• Provide technical support and advanced-level troubleshooting to customers • Triage complex customer service issues received through various customer service channels • Maintain high customer satisfaction while managing operational expectations • Become a product expert and maintain a deep understanding of product functionality • Evaluate and analyze issues & their impact to resolve or escalate tickets as needed • Identify trends in support requests to help create long-term solutions

Role Description Intetics Inc. is on the lookout for a Technical Support Engineer (Tier 1 Support) to join our team and provide exceptional customer support. The platform enables organizations to seamlessly integrate systems, orchestrate complex processes, and harness the power of Generative AI to drive efficiency and innovation. The team is dedicated to providing the best support for our family of citizen automators, focusing on educating and enabling customers to build on our platform with every interaction. - Help customers through answering their toughest technical questions - Provide technical support to customers using email, chat, and Zoom - Handle multiple concurrent issues with varying severity, ensuring responses within established SLAs - Focus on accelerating investigations and minimizing support ticket resolution times via live Zoom calls - Troubleshoot logs to identify error/exceptions and their root cause - Act as Incident Commander during service incidents and maintain updates on the Status page - Keep updated on the latest features on the platform - Collaborate internally and improve team processes for greater efficiency and a better customer experience - Create support knowledge base articles, enablement resources, or automation workflows for commonly faced issues - Help customers realize the value with exceptional technical support - Communicate customer needs and provide product feedback to product management and engineering - Participate in internal projects and initiatives Working hours will be on US Eastern, UK/GMT, or APAC: - 1st position: work hours 9:00 - 18:00 in UK time zone - 2nd position: work hours 9:00 - 18:00 in US EAST time zone Qualifications - Minimum 2+ years in a customer-facing technical role - Bachelor’s in Computer Science or Engineering (or equivalent) - Analytical approach to problem-solving and critical thinking - Bias for action and inherent curiosity - Growth mindset / continuous learning orientation - Passionate about AI, agentic AI, LLMs, and automation - Excellent oral and written communication - Experience working in a fast-paced environment - Advanced English Requirements - Strong understanding of APIs (REST, GraphQL, gRPC) - Solid understanding of cloud foundations (AWS / Azure / GCP) - Familiarity with AI concepts (LLMs, embeddings, vector DBs, prompt engineering) - Strong familiarity with authentication (SAML, OAuth, etc.) - Experience with databases and data integration principles - Knowledge / proficiency in JavaScript and CSS - Experience troubleshooting technical issues (Postman, HAR files etc.) Preferred Qualifications - Experience with iPaaS or automation platforms - Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP) - Prior experience as a developer/software engineer

• Operating predominantly as a desk‑based technician, you will provide world‑class service and support to clients and colleagues. • This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks. • Ensure customer calls are promptly attended to, providing efficient and effective support. • Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented. • Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. • Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. • Complete and update technical documentation. • Mentor and train colleagues.