Northwoods

Customer Support

• Overseeing day-to-day support operations and ensuring an exceptional customer experience
• Managing and evaluating key support functions
• Driving process consistency
• Partnering closely with cross-functional teams to improve workflows, resolve complex issues, and enhance overall customer satisfaction
• Maintaining a deep understanding of the company’s products, managing internal processes and resources
• Supporting the training and development of new team members
• Analyzing support trends and identifying opportunities for improvement
• Presenting clear business cases that help leadership make informed decisions about current and future support strategies
• Monitoring team performance and providing guidance and insights to the team and management
• Acting as first level escalation point for more complex customer issues and inquiries
• Training new hires and identifying training needs for the team
• Mentoring and coaching team on troubleshooting, solution development, and customer communication best practices
• Contributing and maintaining internal knowledge bases and internal documentation
• Promoting knowledge sharing and consistency of support processes to keep knowledge up to date
• Working cross-functionally with other departments to improve and strengthen processes and relationships
• Working closely with development staff to prioritize and scope customer needs from development
• Attending project closure meetings to facilitate transition from implementation to support
• Researching and suggesting customer support best practices and implementing accordingly
• Performing other job-related duties as assigned

Customer Support Center Team Lead

• Effectively troubleshoot and resolve customer issues by identifying root causes, test solutions, and help customers implement fixes
• Consistently perform timely support case intake and follow up to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)
• Document and manage support communications using internal tools, email, phone, and chat
• Provide product and support training and assistance to team members and other Northwoods staff
• Provide product training to users to facilitate product usage
• Demonstrate a friendly and casual rapport when interacting with customers
• Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)
• Write and review knowledge base articles and update internal systems with knowledge
• Promote and intentionally work to foster an environment and culture of inclusion and equity
• Availability to flex work time for infrequent support related activities that may occur outside of typical business hours
• Other job-related duties as assigned

Customer Support Specialist

Engineering Manager

• Serve as a strategic partner to the Chief Solutions Officer by defining and executing technology strategy that aligns with business goals and evolving trends in the human services market.
• Lead and scale internal and external engineering resources across software development, DevOps, QA, and platform infrastructure.
• Drive best product development practices to increase speed-to-market and responsiveness to customer needs.
• Implement cloud-native architectures and modern DevOps pipelines to support scalable SaaS delivery.
• Collaborate cross-functionally with Product, Design, Services, and Sales to align engineering execution with company strategy.
• Enhance operational efficiency of managed services through technology optimization.
• Set and enforce SMART goals across engineering teams, fostering accountability and continuous improvement.
• Evaluate and integrate emerging technologies (e.g., AI/ML) to enhance product capabilities and operational efficiency.

VP of Engineering

DevOps Engineer

• Design, build, automate, and maintain scalable, secure, and cost-effective infrastructure for production, development, and test environments
• Deploy, manage, and scale web and application servers, load balancers, queues, and caches using CI/CD workflows
• Implement and manage monitoring and log aggregation platforms to ensure system health, performance, and rapid incident response
• Troubleshoot and support Linux based environments , maintaining high security standards including encryption and vulnerability management
• Enforce security best practices, manage secrets and credentials, implement network policies, and ensure compliance with standards (i.e. SOC 2)
• Collaborate with software engineers to design and implement product features and enable developer self-service
• Use source control and configuration management tools to drive infrastructure management through scriptable, repeatable processes
• Identify and complete projects that drive team outcomes, remove impediments, create cost savings, and improve efficiency
• Work under general supervision with latitude for independent judgment, coordinating with the team to manage workload and maintain balance
• Participate in on-call rotation

Senior DevOps Engineer

Business Analyst

• Combine industry knowledge with business analysis skills to serve as the main executor of customer-facing activities throughout an implementation project.
• Serve as a liaison between sales, customer business units, software development teams and project support teams.
• Utilize various tools and techniques to analyze client business operations, identify problems and/or opportunities, define solution characteristics, assess available technologies, specify the integration solution, and recommend solutions.
• Collaborate with subject matter experts, market owners, product owners and developers to translate customer business needs into software application requirements and enhancement requests.
• Critically evaluate information gathered and understand business process management to define project requirements.
• Determine system design specifications and prepare a plan for validating system design.
• Facilitate customer-facing activities throughout project implementation, including system design workshops and change management identification sessions.
• Enforce project deadlines and schedules.
• Promote an environment of inclusion and equity.

Customer Support Center Team Lead

Customer Support Specialist

VP of Engineering

Senior DevOps Engineer

Senior Business Analyst