Path Forward IT

Support Engineer

• Provide technical support primarily by phone and ticketing system
• Follow established procedures, monitor incoming support requests, and ensure service levels are met for both tickets and phone calls
• Document all activities, projects, and tickets daily in the ticketing system
• Handoff and document in-progress tickets before the end of each shift
• Monitor ticket gateway and designated queues and escalate issues according to IT Glue documentation
• Create or update IT Glue articles with new customer findings
• Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction)
• Travel up to 25–50% as assigned
• Maintain SLA requirements, achieve CSAT scores, submit weekly timesheets, and document billable hours

Support Engineer I

Growth Marketing

• Build tiered target account lists aligned to ICPs and vertical segmentation
• Plan and launch personalized, multi-channel ABM campaigns (email, LinkedIn, landing pages, webinars, events)
• Track engagement, pipeline influence, and ROI at the account level and adjust based on data
• Partner with Sales and Marketing to create/refine sales collateral, email sequences, landing pages, case studies, and partner materials
• Translate technical capabilities into buyer-centric business value for healthcare IT audiences
• Ensure assets are measurable through CRM and marketing automation platforms
• Identify and activate strategic partners; coordinate co-marketing, events, and referral programs
• Build enablement kits and track partner-influenced pipeline
• Work with SDRs and AEs on messaging and objection handling; join prospect calls as needed
• Analyze campaign performance and share insights with cross-functional teams
• Maintain clean CRM data and accurate attribution across campaigns and partner activities
• Operate with a test-and-learn mindset; document experiments and results
• Provide regular reporting (weekly highlights; monthly KPI rollups)
• Uphold company values and healthcare compliance expectations (e.g., HIPAA)
• Collaborate across brands, balancing execution with strategic planning
• Travel occasionally for events and partner activations

Growth Marketing Manager, Account-Based

Engineer

• Manage assigned projects and ensure the success of customer environments.
• Oversee project tasks and time entries, resolving escalated issues, and supporting the development of project processes.
• Provide technical guidance to team members and helps elevate overall team expertise.
• Document activities, projects, and tickets daily in the ticketing system.
• Build relationships with Service Support Engineers and Project Engineers to ensure excellent client experiences.
• Create IT Glue documentation for new services, tasks, or resolutions.
• Assist Director with product solutions, evaluation, and planning.
• Maintain vendor relationship documentation and communication.
• Travel up to 25–50% as assigned.

Senior Project Engineer

• Provide technical support primarily by phone and ticketing system
• Follow established procedures and monitor incoming support requests
• Ensure service levels are met for both tickets and phone calls
• Document and handoff tickets, create/update IT Glue articles
• Onsite troubleshooting, walkthroughs, and client interaction
• Travel up to 25–50% as assigned
• Maintain SLAs, CSAT, timesheets, and billable hours
• Work in healthcare-focused MSP supporting complex enterprise environments