Cenosco

Support Engineer

• Handle advanced, high-priority, and escalated customer issues with full ownership and independence
• Troubleshoot complex technical problems across systems, integrations, environments, and data flows
• Communicate with customers through written channels and occasional live calls, providing clear explanations and professional service
• Take ownership of assigned customer accounts and ensure strong, long-term relationships
• Mentor and support junior and mid-level Support Engineers by sharing knowledge, guiding troubleshooting, and improving team capabilities
• Partner with Product and Engineering to analyze issues, escalate defects, and recommend long-term fixes
• Drive support improvement initiatives - process optimization, automation ideas, documentation updates , tool enhancements
• Lead or support cross-team projects (tooling rollout, onboarding improvements, system transitions)
• Participate in on-call duties (5:00 PM – 10 :00 PM CT)
• Contribute to current priorities such as Zendesk implementation, process development, and ticket backlog cleanup.

Senior Technical Support Engineer

Project Manager

• Bring Project Management best practices to be shared within the team
• Drive project execution on budget, scope and timeline leveraging internal and customer’s resources
• Drive Change Request when it applies
• Work and validate project estimates
• Define project scope, goals, and deliverables
• Develop project plans, allocate resources, and manage budgets
• Identify and mitigate risks while ensuring quality assurance
• Track progress, manage documentation, and report to stakeholders
• Lead cross-functional collaboration for seamless execution
• Coordinate with internal teams and external stakeholders for successful delivery
• Facilitate smooth adoption of the IMS solutions for our customers
• Achieve high customer satisfaction from project deliveries

• Investigate, troubleshoot, and resolve customer issues across our product ecosystem
• Communicate with customers through written channels (tickets, emails, chats) and occasional calls
• Take ownership of designated customer accounts and ensure high-quality support delivery
• Collaborate with Product and Engineering to escalate issues, share insights, and improve product quality
• Contribute to support process improvements, internal projects, and efficiency initiatives
• Participate in on-call duties with compensation
• Support ongoing team priorities, including ticket cleanup, tool implementation, and operational improvements

Technical Support Engineer

Full-stack Engineer

• Lead, mentor, and support a team of software engineers
• Provide regular feedback, facilitate career growth, and foster a healthy, collaborative team culture
• Plan and prioritize engineering work, balancing feature development and team capacity to meet product roadmap commitments
• Collaborate with Product, Design, and cross‑functional stakeholders to translate business requirements into clear technical solutions
• Contribute to system architecture and design discussions, guiding the team toward scalable and maintainable implementations
• Remain hands‑on with development to stay close to the codebase, support technical decisions, and unblock the team when needed
• Improve engineering processes, remove obstacles, drive best practices, and ensure high‑quality delivery
• Actively participate in hiring-defining requirements, interviewing candidates, and building a high‑performing engineering team

Senior Technical Support Engineer

Project Manager

Technical Support Engineer

Software Engineering Team Lead