Role Description Penlink is looking for a Program Manager to provide technical support and system administration services to a U.S. Federal government agency (the “client”) in support of Penlink software and systems. As a Program Manager specializing in Law Enforcement Technology, you will be responsible for maintaining and optimizing software systems. Your day-to-day tasks will involve: - Active health monitoring - System optimizations - Troubleshooting to ensure seamless operation of critical law enforcement technologies This is a fully remote position. Responsibilities - Technical Support & Troubleshooting: - Provide system support, serving as the primary point of contact for agency, addressing their questions and providing guidance on using Penlink software - Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance - Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact - Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner - Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken - Software and System Administration: - Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and systems, ensuring customer cloud environments are up-to-date and functioning optimally - Manage and maintain application-related systems, with an emphasis on security and performance - Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices - Training and Communication: - Serve as a technical liaison between agency personnel and Penlink personnel as needed - Generate monthly reports detailing usage matrix, services rendered, and deliverables provided - Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities - Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software Qualifications - Must be a United States Citizen - Must be located within the United States - Must have ability to obtain US Government clearances - College degree in Information Technology, Computer Science, or related field or equivalent work experience - Excellent communication skills for effective collaboration with various stakeholders - Critical thinking and strong analytical skills to assist in troubleshooting processes - Detail-oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps - Minimum of three (3) years’ experience of service desk work - Must be able to work 9AM - 5PM EST, Monday through Friday. Due to the urgent and exigent nature of the position there may be times where after-hours work is required, such as rotating on-call responsibilities, scheduled maintenance windows or unplanned outages

• Own planning and cross-functional coordination for marketing programs, co-owning execution with functional leads (e.g., partnering with Product Marketing on launch planning and execution) to keep initiatives moving from kickoff to completion. • Build and run operating cadences with marketing leadership (status reviews, business reviews, planning cycles) that keep priorities, risks, dependencies, and next steps visible. • Help define how marketing operates together — establishing the operating model, rituals, and ways of working that scale as the team and its remit grow. • Partner across marketing's functions, along with product, sales, engineering, finance, and partner teams, to align roadmaps, launches, and go-to-market plays with measurable business outcomes. • Track budget, resourcing, and approval workflows in support of program and partnership investments, surfacing risks and decision points to marketing leadership. • Lead co-marketing and cross-functional program execution for partner- and customer-facing initiatives (e.g., events, campaigns, customer storytelling), connecting product content to field and business outcomes. • Synthesize inputs from product, technical, partner, and customer stakeholders into decision-ready briefings, dashboards, and KPI reporting for marketing leadership. • Help shape marketing operations for the AI era — identifying and implementing AI-powered tools and workflows that drive scalable operational and programmatic excellence.

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