Interlaced.io

Support Engineer

• Acting as an escalated layer of Interlaced's support team, coordinating efforts between department leaders
• Ensuring escalated tickets have a resolution plan
• Reviewing complex and critical service tickets to implement proactive solutions
• Acting as a gatekeeper for Key Contact approval process, contact verification, and license management
• Taking reactive support tickets to resolution and working on proactive projects
• Maintaining knowledge of internal systems and client-facing technology solutions
• Managing internal/client systems improvements and collaborating on technical automation initiatives
• Developing and maintaining assigned key relationships with clients
• Providing training to service team members and new employees
• Assisting in updating the onboarding journey when applicable
• Partnering with leadership to guide team culture.

IT Support Technician III

• Provide IT support during overnight hours for clients via chat, phone, and email
• Act as a key layer of the support team, communicate availability to associates
• Self-sufficient in handling tickets and escalating only as necessary
• Conduct proactive maintenance on tools and complete internal initiatives
• Review and action on performance KPIs using the Brightgauge dashboard
• Develop knowledge of internal systems and client-facing technology solutions
• Work on assigned project tasks under direct supervision
• Complete assigned training and shadowing

IT Support Technician II – Overnight

Customer Success Manager

• Establish, maintain, and nurture client relationships
• Retain and renew client contracts
• Consult and advise clients to meet their technology goals
• Guide clients through post-sales, onboarding, and lifecycle processes
• Handle escalated issue processing
• Provide clients with timely feedback on their IT solutions
• Suggest value-added improvements
• Ensure client satisfaction
• Grow clients' revenue
• Create a loyal relationship with Interlaced

Client Success Manager

• Provide remote support to end users via remote sessions, chat, phone and email
• Occasionally visit San Francisco Bay area client offices for on-site support
• Assist end users with common business technologies and cloud infrastructure components
• Work from home as primary location and maintain dedicated workspace
• Operate during set hours (8am - 5pm Pacific Time, Monday through Friday excluding holidays)
• Collaborate with clients across levels from front desk to CEO
• Implement and support technology infrastructure for clients
• Participate in professional development and training programs