- Lead regular technical working sessions with customers to address changing regulatory, organizational, and workflow needs.
- Identify, configure, script, and write code to solve customer needs, including workflow setup, rule-building, field configuration, user and role management, reporting, data corrections, integrations, and small platform changes.
- Translate Employee Health requirements, including OSHA compliance and state-specific immunization mandates, into solutions in the Immuware platform.
- Question customer requests and select the simplest solution that addresses the underlying problem.
- Document solution designs in Notion and update items in Jira as scoped bug reports and feature requests.
- Turn one-off fixes into reusable templates, decision trees, or product improvements.
- Triage net-new module or record-type additions that may require a Letter of Work or ARR change to Customer Success Managers and Professional Services.
- Partner with Customer Success Managers on customer calls as the technical counterpart and lead workflow-specific education and walkthroughs.
- Identify configuration gaps or risks and execute solutions to maintain customer relationships.
- Manage multiple customer environments and distinguish issues that require a direct fix, support ticket, or product change.
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