Field Engineer

• Own end-to-end management of Engineering Support and Engineering cases.
• Manage tickets in Salesforce and Azure DevOps.
• Lead external communications with agents/customers and provide internal updates to Acuity stakeholders.
• Coordinate handoffs with the Dedicated Support team for escalated cases.
• Participate in regular meetings (escalations, NPD, special assignments, process improvements).
• Create/revise KCS articles and help manage the KCS backlog to sustain a healthy knowledge base and promote self-service.
• Assist in training Frontline and Enhanced Support Associates.
• Provide after-hours emergency phone support.
• Travel as needed for OJT, classroom training, and jobsite troubleshooting.

Field Engineering Support Specialist

Field Service Engineer

Container as a Service Engineer – OpenShift