Data Innovations LLC

Support Engineer

• Provide high quality, world class technical support to customers
• Handle entry level customer calls and cases
• Escalate complex issues to senior staff or Management
• Develop working knowledge on Data Innovations’ products
• Provide outstanding customer support to Data Innovations’ customers
• Respond to customer requests for support and provide timely resolutions
• Demonstrate excellent customer service skills
• Assist in developing and maintaining internal work instructions
• Manage multiple customer issues simultaneously
• Drive excellence through quality closures of cases
• Document customer interactions, efforts and resolutions
• Escalate issues following department process for rapid resolution
• Participate in rotating shifts for after-hours emergency support
• Professionally answer incoming calls and route them appropriately

Support Engineer I

Operations

• Hire and retain top engineering talent by implementing rigorous selection criteria, fostering an inclusive culture, and ensuring team members have clear career progression opportunities
• Provide continuous feedback, mentorship, and professional development opportunities to enhance technical and leadership skills within the team
• Build a high-performance culture by fostering collaboration, recognizing achievements, and ensuring team members feel valued and motivated, with clear responsibilities and expectations that drive accountability and impact
• Design, implement, and maintain a scalable cloud-native platform leveraging Kubernetes, AWS services, and infrastructure-as-code tools.
• Lead a team of professionals, providing direction, support, and motivation to achieve individual and team goals
• Develop and enforce best practices for cloud-native development to ensure high availability, reliability, and security
• Build and maintain observability frameworks, including logging, metrics, and distributed tracing, to provide actionable insights into system performance and health.
• Develop alerting systems to enable proactive resolution of system issues.
• Create and manage robust CI/CD pipelines for all software projects, enabling automated pipelines for builds, tests, and deployments.
• Standardize deployment practices to ensure reliability, security, and speed across teams.
• Establish and enforce SDLC policies, including standards for code quality, version control, and testing.
• Advocate for and implement DevOps principles to foster collaboration between development and operations teams.
• Act as a mentor and technical leader, helping development teams adopt cloud-native technologies and workflows.
• Define the strategy for scaling the Cloud Operations team, creating foundational processes that enable efficient team growth.
• Champion the adoption of new technologies and methodologies, driving technical and operational excellence while supporting the team in staying ahead of industry trends
• Create and manage performance metrics to track the success and impact of the cloud operations team, using data to drive decisions and improve team efficiency

Manager, Cloud Operations

Scrum Master

• Work across the Product, Program Management, and Development teams to plan release cycles
• Facilitate team discussions and decision making in daily scrum meetings
• Identify, track, and communicate KPIs and team metrics
• Schedule and host Agile ceremonies: daily stand-up, sprint planning, retrospectives, etc.
• Identify training and improvement opportunities across team members
• Build a trusting and safe environment for problem solving and delivering quality

Vice President

• This leader will take a hands-on approach to optimizing delivery methodologies, building high-performing global teams, and establishing scalable support systems that meet the demands of a growing customer base.
• The Vice President will be instrumental in aligning cross-functional efforts across Sales, Product, and Engineering, while leveraging AI-driven insights and automation to improve time-to-value, onboarding outcomes, and support efficiency.
• Success in this role requires strong strategic planning, operational excellence, and the ability to lead with vision and purpose in a fast-paced, customer-centric environment.

Vice President of Services and Support

Recruitment

• Develop a talent pipeline by focusing on direct sourcing, referrals, and other creative strategies to ensure a consistent top-of-the-funnel pipeline of highly qualified candidates.
• Facilitate hiring manager intake meetings and guide selection best practices.
• Screens resumes/applications to identify qualified candidates.
• Conducts initial candidate contact to assess fit, alignment with role requirements, and overall.
• Extends employment offers and negotiates compensation aligned with internal guidelines and market.
• Demonstrate the capacity to effectively handle numerous responsibilities.

Lead Talent Acquisition Partner

Salesforce Administrator

• Partner with the Business Analyst to triage and resolve break/fix issues, configuration requests, and user support needs, taking ownership of scalable declarative solutions.
• Lead the design, build, and optimization of Salesforce Flows (record-triggered, scheduled, screen flows), ensuring adherence to best practices, performance standards, and maintainability.
• Lead and standardize the organization’s declarative automation approach, ensuring Flow solutions are scalable, maintainable, and aligned with Salesforce best practices.
• Collaborate with stakeholders to translate business requirements into secure, scalable Salesforce configurations.
• Configure and maintain objects, fields, page layouts, validation rules, permission sets, profiles, approval processes, and reporting.
• Support Revenue Cloud / CPQ configuration including pricing rules, product setup, and automation logic.
• Maintain and optimize Experience Cloud (My DI Community) functionality.
• Support integrations from an administrative standpoint, including field mappings, validation logic, and data integrity monitoring across systems such as Vonage, MuleSoft, NetSuite, and HubSpot.
• Develop and maintain system documentation, governance standards, and Salesforce policies/procedures.
• Maintain sandbox environments and manage deployment processes using change sets or DevOps tools.
• Train users on system functionality and new enhancements.
• Partner with IT leadership to continuously improve platform health, security posture, and performance.

Senior Salesforce Administrator

• Build and mentor a high-performing global team of service managers, support engineers, and customer success specialists.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Drive hiring, training, and professional development initiatives.
• Inspire high-performing teams by setting ambitious goals, aligning people and processes, and communicating a clear business vision that motivates others to exceed expectations.
• Use data to inform decisions, embrace change, and continuously seek opportunities to improve business outcomes through innovation and flexibility.
• Build strong relationships, coach others for growth, and create a learning environment that encourages ownership, performance, and long-term organizational success.
• Develop and execute a global strategy for implementation and support aligned with company growth goals.
• Manage departmental budgets, resource allocation, and vendor relationships.
• Report on performance metrics to executive leadership and recommend strategic improvements.
• Oversee global software services projects, ensuring timely delivery, quality outcomes, and customer satisfaction.
• Develop and refine implementation methodologies, playbooks, and best practices.
• Collaborate with Sales, Product, and Engineering to ensure smooth handoffs and alignment with customer expectations.
• Use AI-based project forecasting and risk modeling to improve delivery success rates and reduce time-to-value.
• Monitor KPIs such as time-to-value, project success rate, and customer onboarding metrics.
• Lead global support teams across multiple time zones, ensuring 24/7 coverage and high-quality service.
• Define and manage SLAs, escalation protocols, and customer communication standards.
• Implement scalable support systems, including ticketing platforms, knowledge bases, and self-service tools.
• Analyze support trends to inform product improvements and reduce case volume.
• Implement AI-powered support systems, including intelligent ticket routing, predictive analytics, and chatbot/self-service tools to enhance responsiveness and reduce case volume.

Vice President – Services and Support

Consultant

• Design and implement connectivity solutions and/or best practice laboratory solutions for customers and business partners using Data Innovations software
• Provide advanced level support and guidance from pre-implementation through post-live support
• Provide customers and Business Partners with appropriate training and education on the company’s product and solutions
• Develop and maintain an advanced level knowledge of the use and functionality of the company’s software products, its associated modules, and the laboratory industry
• Maintain strong professional relationships with strategic customers, business partners and industry colleagues
• Successfully execute project plans through their completion for assigned service implementations
• Manage and accurately track time spent on assigned projects and tasks
• Ensure customer concerns are proactively communicated to management and team members as appropriate
• Document and deliver project status updates to all necessary individuals responsible for the service activity
• Work collaboratively with other departments within the company to ensure the company’s operational readiness for new releases
• Responsible for keeping current on all product releases and enhanced/modified features
• Perform demonstrations/presentations of the company’s products and solutions to customers
• Actively participate in tradeshows, workshops and educational events as needed

Laboratory Solution Consultant

Security Analyst

• Responsible for planning, organizing, and executing vulnerability scanning across all
• Collaborate with development to drive progress towards a model of continuous integration and continuous delivery of vulnerability scanning
• Report all vulnerability findings to development and collaborate with engineers to provide guidance on remediation or mitigation of the findings
• Establish metrics and Key Performance Indicators (KPIs) and lead regular security
• Work closely with the Director of Software Quality Assurance to define and implement process and security program improvements
• Assist in the creation and maintenance of the application Threat
• Participate in vendor and tooling selection evaluation and provide recommendations to management for scanning solutions as well as Manual Penetration Testing providers
• Implement selected tooling and coordinate Manual Penetration Testing with the vendors across the
• Review security documentation and product architecture documents to determine security status of products and applications including Cloud products
• Perform security audit and compliance tasks for all
• Assist in the response and completion of security questionnaires from
• Provide status reports to management and project
• Ensure internal process documentation is complete, accurate and up to