Aquila

Customer Support

• You will manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently.
• Provide real-time assistance and follow up consistently to ensure resolution and client satisfaction.
• Collaborate closely with Developers and Business Analysts, actively engage in group communication channels to share findings, and contribute to efficient, client-focused solutions.
• Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases.

Customer Support Specialist

Solutions Engineer

• Lead end-to-end software implementations. You will partner closely with new public sector clients to plan and deliver successful implementations, managing timelines, expectations, and deliverables from project kickoff through go-live.
• Champion client needs. You will conduct business process reviews and translate client requirements into system design and configuration.
• Deliver client training and support. You will present virtual and on-site training tailored to users in investment management, debt administration, and treasury operations.
• Collaborate. You will build and nurture trusted relationships with finance, treasury, and accounting personnel at public agencies.
• Continuously evaluate and improve. You will analyze current implementation, training, and support processes and recommend enhancements to improve scale, quality, and efficiency.

Software Implementation Consultant – Treasury & Debt Management

Support Engineer

• Support Azure-hosted environments. You will provide tier 1 and 2 support across Azure Virtual Desktop (AVD), SQL databases, MSIX app streaming, and related Microsoft services. You will support cloud migrations and environment upgrades by performing environment testing, documentation, and troubleshooting.
• Resolve technical issues. You will respond to a range of tickets, including password resets, printing issues, environment access, SQL errors, and plug-in failures. You will troubleshoot, resolve, and communicate problems based on priority, escalating when necessary.
• Manage and optimize deployments. You will assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate processes for application updates and patches.
• Work across server technologies. You will interact with IIS, Active Directory, File Servers, Domain Controllers, and API Servers to support performance, access, and integrations. You will assist with database backups, restores, and disaster recovery to ensure continuity and performance.
• Document, track, and improve. You will log incident reports, resolution steps, and system notes in the internal ticketing system. You will identify opportunities to improve documentation, streamline support tasks, and share knowledge with peers.

Technical Support Specialist

Financial Planning and Analysis

• You will triage incoming cases, calls, and chats related to financial aid software, ensuring timely and accurate responses.
• You will assist school administrators with interpreting financial aid policies, regulations, and system functionality to support effective program management.
• You will offer real-time support through chat and phone with a professional and friendly approach.
• You will provide same-day responses whenever possible and maintain consistent follow-up, handling sensitive client information with confidentiality and integrity.
• You will participate in “swarm” problem-solving sessions to resolve complex issues, leveraging team knowledge and expertise.
• You will engage in group communication channels to share insights and work toward efficient, client-focused solutions.
• You will participate in scheduled team meetings, training sessions, and webinars to remain current and aligned.
• You will contribute to the development of knowledge base articles and standard operating procedures to enhance client resources and streamline internal workflows.
• You will serve as a trusted resource for financial aid professionals at colleges and universities, providing expertise on compliance, packaging processes, and regulatory guidelines.

Financial Aid Service Specialist

Backend Engineer

• Lead the end-to-end development of SaaS web applications; designing, developing, and maintaining PHP-based systems, RESTful APIs, and back-end services.
• Build high-quality, secure, and reliable code, write and execute unit and system tests, troubleshoot and debug issues.
• Review and verify work completed by contract and offshore developers, prepare tickets for deployment, and ensure features are ready for production.
• Stay current with industry trends, PHP frameworks, and best practices to improve systems, workflows, and development standards.
• Act as the main technical liaison between clients, account teams, and the offshore development group.

Customer Support Specialist

Software Implementation Consultant – Treasury & Debt Management

Technical Support Specialist

Financial Aid Service Specialist

PHP Developer