Provides first-line customer and internal user support across clinical, technical, and interfacing domains. Diagnoses and resolves basic software, hardware, access, and configuration issues; documents tickets; escalates complex problems; uses diagnostic tools; maintains knowledge-base content; educates customers; follows up on resolutions; and monitors service targets. Requires overnight and weekend on-call rotations in a hybrid Huntington, West Virginia role.

Provide escalated technical support for backend/platform issues across Core and Vision, diagnosing root causes using SQL, GCP, logs, Grafana, and gateway/DevOps telemetry; close or escalate tickets with full reproduction and handoff documentation; contribute runbooks and mentor analysts; participate in on-call rotations for incident and release support.