EPIC iO Technologies

Project Manager

• Manage assigned customer projects through the full lifecycle, including initiation, planning, execution, monitoring, handoff, and closure
• Clarify customer objectives, success criteria, project scope, risks, dependencies, and expected business outcomes with internal and external stakeholders
• Coordinate technical and non-technical cross-functional teams to keep project activities aligned, documented, and moving toward completion
• Maintain project schedules, action items, deliverables, status updates, RAID logs, project documentation, and stakeholder communications in appropriate project tools
• Track risks, actions, issues, and dependencies; communicate impacts, mitigations, owners, and due dates
• Assist with problem identification and resolution by documenting issues, coordinating responsible parties, and confirming corrective actions
• Monitor project progress against defined success criteria and escalate variances, delays, blockers, or customer-impacting issues
• Support resource and event tracking and prepare weekly, monthly, quarterly, or ad-hoc reporting
• Communicate with technical and non-technical stakeholders by phone, email, meetings, and project updates
• Identify and quantify project variances, recommend corrective actions, and track follow-through
• Collaborate across workstreams to complete deliverables, support handoffs, and reduce project friction

Operations

• Provide dedicated support, implementation, and backup capacity for the Platform Architect on the WirelessWindow initiative
• Contribute to architecture build-out, ongoing support changes, and validation/testing
• Build, maintain, and optimize Smart Workflow initiatives including SIM inventory reconciliation, router audits, order processing, and plan upgrades
• Fulfill recurring and ad-hoc reporting requests for Sales, Marketing, Operations, and occasionally customers
• Document and scale reporting workflows for consistency and accuracy
• Monitor data quality and investigate anomalies across Rev.io, Salesforce, Sage, Cradlepoint, Peplink, Starlink, and Cortex applications
• Support audits and reconciliation efforts
• Act as first responder for data-related tickets in Atlassian Jira, resolving or escalating Smart Workflow exceptions
• Support light development including SQL queries, Power BI updates, and low-code/no-code automation
• Use LLMs and AI agents such as Copilot for prompting, debugging, and automation
• Partner with Sales, Marketing, Operations, and Billing to align Smart Workflows with business needs

Data Operations Specialist

Application Support

• Serve as the first point of contact for internal teams and external customers on feature questions, login/access issues, and general application troubleshooting
• Own new customer (not system) setup and configuration on the Cortex platform and its applications, including user roles and permissions
• Deliver feature demonstrations to internal stakeholders and external customers and prospects
• Help build and validate internal knowledge base, FAQs, and onboarding documentation as new applications launch
• Triage and escalate confirmed bugs or platform issues to engineering with clear reproduction steps and supporting detail
• Partner with the product team on release notes, how-to guides, and training content tied to new features and releases
• Track and manage support requests through Atlassian (Jira), ensuring timely resolution or escalation to the appropriate team
• Monitor and report on recurring support themes to inform product and documentation priorities
• Use AI/LLM tools such as Copilot and Claude to draft customer responses, knowledge-base articles, and feature-training materials, and to speed up troubleshooting and research

• Provide dedicated support, implementation, and backup capacity for the Platform Architect on the WirelessWindow initiative
• Support architecture build-out, ongoing support changes, and validation/testing
• Build, maintain, and optimize Smart Workflow initiatives for SIM inventory reconciliation, router audits, order processing, and plan upgrades
• Fulfill recurring and ad-hoc reporting requests for Sales, Marketing, Operations, and occasionally customers
• Document and scale reporting workflows for consistency and accuracy
• Monitor data quality and investigate anomalies across Rev.io, Salesforce, Sage, Cradlepoint, Peplink, Starlink, and Cortex applications
• Support audits and reconciliation efforts foundational to Smart Workflow reliability
• Act as first responder for data-related tickets in Atlassian Jira, triaging and resolving or escalating Smart Workflow exceptions
• Support light development, including SQL queries, Power BI updates, and low-code/no-code automation
• Use LLMs and AI agents such as Copilot for prompting, debugging, and automation
• Partner with Sales, Marketing, Operations, and Billing to align Smart Workflows with business needs