• Serve as a technical lead and escalation authority for complex EMR integration issues and enterprise customer escalations. • Guide analysts in troubleshooting complex cross-system issues involving EMR platforms, HL7 interfaces, LIMS, Salesforce, and other internal systems. • Coordinate investigation and resolution of high-visibility issues impacting customer integrations, order workflows, and result reporting. • Support operational governance initiatives including EMR integration audits, historical remediation efforts, and HyperCare programs for strategic accounts. • Proactively monitor integration health metrics and issue trends to identify systemic risk and recommended improvements. • Partner with Product, Engineering, Implementation, Customer Success, Sales, and Laboratory Operations to drive resolution of cross-functional integration challenges. • Assist the EMR Support Manager in prioritizing work streams aligning team resources with organizational priorities. • Mentor and provide technical guidance to EMR Support analysts to strengthen troubleshooting capabilities and knowledge sharing across the team. • Develop and maintain documentation of support workflows, escalation procedures, and integration troubleshooting standards. • Contribute to development of operational dashboards and reporting that provide leadership visibility into EMR integration performance and issue trends. • Support high-priority or after-hours escalations when required. • Ensure strict adherence to HIPAA and PHI handling standards.