K3 Technology

Engineer

• Own and resolve complex support tickets as part of your daily work alongside the engineering team
• Take ownership of high-impact, high-urgency escalations that lack a clear path to resolution
• Provide mentorship and technical guidance to engineers across the service delivery team
• Identify recurring incidents and support trends; recommend solutions through better documentation, automation, or platform changes
• Partner with the Support Manager to optimize workflows and implement more efficient, scalable service delivery processes
• Lead problem management initiatives by identifying root causes and contributing to long-term fixes for widespread issues
• Act as a key stakeholder during security incidents, working with internal engineers and external partners to investigate, remediate, and communicate effectively with clients
• Take the lead on defining and implementing technical standards and continuous improvement efforts across our service delivery operations
• Participate in post-incident reviews, coaching engineers and identifying opportunities to improve tooling and knowledge base resources
• Provide input into service delivery KPIs, help improve resolution time, response time, and customer satisfaction

Lead Service Delivery Engineer

Support Engineer

• Troubleshoot and resolve issues escalated from Tier 1 within a one-hour timeframe.
• Handle technical tasks that require more expertise, including advanced user account issues.
• Assist with categorizing and routing support tickets during peak times.
• Collaborate with other IT teams (Field Services, NOC) to resolve issues effectively.
• Escalate unresolved issues to Tier 3 with comprehensive documentation of troubleshooting steps.
• Keep clients informed about the status of their tickets and provide timely updates.
• Mentor and train Tier 1 technicians when opportunities arise.

Lead Service Delivery Engineer

Support Engineer II