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.

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