Support Engineer

• Provide Technical Support and assistance to end-users.
• Communicate effectively with end-users via ticketing system and email.
• Support Windows 10 based environment.
• Troubleshoot technical issues in an efficient manner.
• Deploy, troubleshoot, and manage multi-function printers.
• Deploy, troubleshoot, and manage mobile devices.

IT Technical Support

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform.
• Proactively identify accounts experiencing issues that could impact customer success or platform performance.
• Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions.
• Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required.
• Help maintain platform reliability and operational excellence as ShipScience scales.
• Serve as the primary escalation point for complex technical support issues.
• Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes.
• Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software.
• Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting.
• Document findings and recommended resolutions for recurring issues.
• Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects.
• Create clear bug reports, technical documentation, and escalation summaries that accelerate resolution.
• Validate fixes and monitor production performance following deployments.
• Assist with incident response and operational troubleshooting when production issues arise.
• Act as a bridge between customer-facing teams and Engineering during issue investigation and resolution.
• Partner with the Level 1 Support team to investigate and resolve escalated customer issues.
• Coordinate directly with carriers and third-party partners when platform or account issues require external support.
• Help establish escalation procedures and support playbooks for recurring issue types.
• Improve internal knowledge sharing and operational readiness across Support and Customer Success teams.
• Serve as a technical resource for complex customer and carrier-related investigations.
• Leverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and identify operational trends.
• Analyze production data to uncover patterns, detect anomalies, and proactively identify potential customer-impacting issues.
• Build reporting, dashboards, and monitoring systems that improve operational visibility.
• Develop metrics and alerting systems that help prevent issues before they affect customers.
• Design and implement scalable processes for monitoring, escalation, and issue management.
• Build operational tooling, workflows, and documentation that improve support efficiency.
• Create and maintain internal runbooks, troubleshooting guides, and escalation procedures.
• Identify opportunities to automate repetitive support and monitoring tasks.
• Help define the future structure and best practices of the Support Engineering function at ShipScience.

• Prestar atendimento aos clientes via sistema de chamados e por telefone, para esclarecimento de dúvidas funcionais/técnicas relacionadas ao produto.
• Realizar simulações de erros relacionados ao sistema atendido na base interna de testes para reprodução do mesmo incidente relatado pelo cliente.
• Fazer acompanhamento constante dos chamados para compreensão do incidente com foco na resolução.
• Quando necessário, realize acesso remoto ou entre em contato com o cliente via telefone, com o objetivo de identificar a causa do incidente.
• Abertura de demanda interna junto ao Tempo de Desenvolvimento para Correção do incidente identificado.
• Classificação de chamados identificando a causa raiz do incidente.
• Gerenciar múltiplas atividades.
• Geração de conteúdo na base de conhecimento através da criação de FAQ's.
• Trabalhar com metas estipuladas e acompanhamento de desempenho.

Analista de Suporte Júnior – SQL, Oracle

• Serve as a primary point of contact for technical support requests, hardware and software issues, and network issues for employees via phone, email, chat, or in person.
• Diagnose and resolve technical problems, escalating complex or security sensitive issues to higher‑ level support teams as required.
• Provide training and guidance to users on A/V systems (e.g., Microsoft Teams Rooms, conference room technology) and productivity tools.
• Configure, deploy, and maintain desktops, laptops, and mobile devices, including operating systems and software installations.
• Ensure IT assets are accurately tracked and documented; maintain up-to‑date records in asset and configuration management systems.
• Ensure strict adherence to ITAR regulations, company security policies, and audit requirements when handling systems, data, and user access.

• Lead and manage a multidisciplinary courseware team
• Oversee project performance, including cost, quality, and schedule reporting
• Translate contractual Statements of Work (SOW)
• Maintain integrated internal/external schedules
• Track and mitigate Risks, Issues, and Opportunities (RIO)
• Manage supplier relationships
• Drive continuous improvement of processes and tools
• Provide workforce leadership
• Prepare and deliver executive-level briefings

Support Engineering Manager

• Provides on-site and traveling IT support at Remote Site Support (RSS) and Learning Training Detachment (LTD) locations across CONUS and occasional OCONUS (e.g., Germany).
• Ensures classrooms, end-user devices, and local network connectivity remain fully operational, coordinating with the central POM/OMC IT Service Management team.

Site Support Technician

• Provide Level 1 Technical Support to March CSPs, End Customers, Incident Investigators, Sales Engineers, and Sales Managers via phone, chat, and email
• Foster trust and build strong relationships with Customers and Sales Engineers
• Maintain a high level of professionalism and manage customer expectations under multiple scenarios
• Adapt quickly and frequently to changing priorities as Critical Customer issues occur and work closely with other teams to drive solutions for issues
• Provide RMA (return material authorization) services for March Networks hardware
• Maintain accurate and timely records of all Customer communications in Salesforce
• Investigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysis
• Perform remote diagnostics and occasional onsite troubleshooting to resolve Customer issues
• Participate in after hours on-call rotations for 1-week durations
• Create knowledge base articles to document solutions
• Develop expertise and maintain strong analytic and troubleshooting skills with March Networks recorders, encoders, cameras, and third-party cameras
• Develop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmware
• Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies

Level 1 Technical Support Specialist

• Provide all aspects of technical support to the Liebherr-Great Britain and Liebherr Ireland Mobile and Crawler Crane Customers.
• Provide all aspects of technical support to the Liebherr-Great Britain and Liebherr Ireland Mobile and Crawler Crane field Service and workshop engineers.
• Work as a member of the team assisting and supporting department colleagues as well as other departments in LGB LIR if required.
• Develop and maintains excellent working relationships with all departments and team members to assist in achieving the department high standards.
• Communicate all technical information to the right people at the right time, including material received from the Liebherr Group factories.
• Manage specific jobs and projects as appropriate and take responsibility for their completion.
• Participate in the management of warranty work, liaising with the Liebherr Group factories and customers to achieve the best outcomes for all parties.
• Brief and deploy engineers as required, ensuring that optimum competencies and resources are applied to each job and project.
• Investigate or participate with others in the investigation of incidents, accidents or customer technical issues, report on these cogently in a form that will stand up to rigorous scrutiny.
• Undertake to attend meetings and exhibitions off-site and overseas. This will include time spent away from home overnight.
• Participate in a rota-based out-of-hours call-out system.

Product Support Engineer – Technical Advisor

• Applies specialty product knowledge to the day-to-day servicing of a portfolio of commercial real estate loans
• Supports the day-to-day servicing of a portfolio of commercial real estate loans, ensuring compliance with loan document, accurate processing of transactions and timely reporting to stakeholders
• Analyzes and interprets complex loan agreements to accurately apply loan terms in loan servicing activities
• Resolves non-compliant issues through written and verbal communication with both internal and external parties
• Reviews and processes loan payments, escrows and reserve account disbursements
• Assists in the preparation of periodic reporting including investor, internal and regulatory reports
• Performs covenant compliance testing
• Maintains accurate and up-to-date loan servicing records in the servicing system
• Supports the onboarding of new loans and the transition of paid-off or transferred loans
• Supports tax and insurance administration
• Performs collection activities on delinquent accounts
• Reviews reports to identify exceptions, ensure quality and contribute to risk mitigation efforts
• Serves as a subject matter resource and may provide specialty product training

Senior Loan Support Analyst – Agency and GSE Servicing

• assist in servicing CMBS loans
• identifying and contacting authorized party to complete Borrower Admin registration for CRE Insight access
• processing borrower requests via phone, email, and CRE Insight portal
• researching and processing incoming and aged funds
• monitoring delinquencies and performing collection activities
• reviewing and processing borrower requested late charge waivers
• completing address changes, audit confirmations, and rate caps reviews
• communicating and collaborating with Functional Departments to aid borrowers with any potential questions or issues that may arise
• analyze and interpret complex loan agreements to accurately apply loan terms in loan servicing activities
• maintain accurate and up-to-date loan servicing records in the servicing system

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IT Technical Support

Support Engineer

Analista de Suporte Júnior – SQL, Oracle

IT Technical Support

Support Engineering Manager

Site Support Technician

Level 1 Technical Support Specialist

Product Support Engineer – Technical Advisor

Senior Loan Support Analyst – Agency and GSE Servicing

Senior Loan Support Analyst – Commercial Mortgage Backed Securities (CMBS) Servicing