Interlaced.io

Engineer

• Own the technical execution of all new client onboardings
• Ensure a smooth, timely, and exceptional onboarding experience
• Execute technical build-out of onboarding and offboarding clients
• Obtain access to new client services and manage transitions
• Maintain accurate documentation and update key systems
• Monitor project progress and ensure timely completion
• Support onsite techs and document work consistently
• Archive project materials and confirm project closure
• Continuously improve templates and processes in collaboration with leadership

Technical Project Engineer

Support Engineer

• Acting as a key layer of Interlaced's support team and communicate availability to IT Support Associates
• Self-sufficient in taking proactive and reactive tickets
• Gatekeeper for Key Contact approval process and verification
• Resolve reactive support tickets and work on proactive maintenance
• Review and action on performance KPIs from Brightgauge dashboard
• Develop knowledge of internal Interlaced systems and client facing technology solutions
• Complete assigned training and provide training to IT Support Associates

IT Support Technician I

• Own technical execution of all new client onboardings, ensuring smooth and timely experiences
• Deploy core services across new partnership launches
• Obtain access to new client services and systems, managing software/platform transitions
• Maintain accurate documentation in ConnectWise and ITGlue
• Monitor Fleet and OBOF progress
• Support onsite techs for Network Connect clients
• Execute technical offboarding for departing clients
• Support Sidekick projects as assigned
• Continuously improve templates, documentation, and onboarding processes
• Archive project materials and confirm project closure

• Act as an escalated layer of Interlaced's support team
• Interact and coordinate efforts between department leaders
• Ensure escalated tickets have a resolution plan
• Review complex service tickets for proactive solutions
• Take reactive tickets to resolution
• Manage internal/client systems improvements
• Provide root cause analysis for service tickets
• Complete assigned training and provide training to new employees

IT Support Technician III

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 the post-sales, onboarding, and lifecycle processes
• Handle escalated issue processing as a single point of contact
• Provide timely feedback on IT solutions and suggest improvements
• Ensure client satisfaction and help clients grow

Technical Project Engineer

IT Support Technician I

Technical Project Engineer

IT Support Technician III

Client Success Manager