Support Engineer

• 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

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

• 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

• Apply specialty product knowledge to the day-to-day servicing of a portfolio of commercial real estate loans
• Ensure compliance with loan documents
• Accurately process transactions and timely reporting to stakeholders
• Analyze and interpret complex loan agreements
• Perform covenant compliance testing
• Maintain accurate and up-to-date loan servicing records
• Support onboarding of new loans
• Contribute to risk mitigation efforts

Senior Loan Support Analyst – Covenant Administration

• Serve as the sole certified Local TSM Administrator
• Responsible for all aspects of deficiency record management within the TSM system and ETC tool
• Provide TSM System and ETC system overview training
• Support tracking of deficiency records and processes
• Develop and maintain ship-unique data and database
• Assist OPC PRO personnel
• Utilize available programs, tools, and data sources to assist in preparation of reports
• Maintain a deployable mini-local area network for sea trials
• Attend meetings related to assigned tasks

Technical Support Management – Secret Cleared

• Ensures successful execution and implementation of customized solutions
• Coordinates delivery of exceptional customer experience for IT services
• Daily management of cost, staffing, and security of organizational resources
• Provides technical training and development to departmental resources

Global Technology Support Technician

• Receiving escalations from on-site Level 1–3 teams, triaging root cause hands-on
• Engaging directly with HPE engineers
• Translating field-observed symptoms into actionable technical requirements
• Training and enabling a managed services team field engineers
• Monitoring customer environments; triaging alerts and contributing to dashboard and observability improvements
• Conducting on-site work at customer locations
• Hardening environments to DISA STIG requirements

Principal Product Support Engineer, Level 4 – Clearance Required: Secret

• servicing a complex commercial real estate portfolio with active cash management activities
• ensuring compliance with related servicing agreements, loan documents, policies and procedures and applicable regulations
• analyzing and interpreting complex loan agreements to accurately apply loan terms in loan servicing activities
• maintaining accurate and up-to-date loan servicing records in the servicing system
• resolving non-compliant issues through communication with internal and external parties
• reviewing reports to identify exceptions and contribute to risk mitigation efforts

Senior Loan Support Analyst – Complex Loan Administration

• 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
• Analyzing and interpreting complex loan agreements
• Resolves non-compliant issues through written and verbal communication
• May review and process loan payments, escrows and reserve account disbursements
• May assist in the preparation of periodic reporting
• Must maintain accurate and up-to-date loan servicing records in the servicing system
• May support the onboarding of new loans and the transition of paid-off or transferred loans
• May perform collection activities on delinquent accounts

Loan Support Analyst – CMBS Servicing

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Respond promptly and professionally to inbound Support Request Tickets submitted by LG Direct Mobile Service Technicians and authorized service centers.
• Troubleshoot and diagnose complex technical issues involving home electronics and home appliances using product schematics, service manuals, technical documentation, and internal knowledgebase resources.
• Accurately document all interactions, troubleshooting steps, resolutions, and follow-up actions within the call tracking and case management system.
• Provide step-by-step technical guidance to field technicians to support effective and efficient product repairs.
• Escalate unresolved or recurring technical issues through proper channels and collaborate with engineering, product development, quality assurance, and other internal teams to identify root causes and corrective actions.
• Maintain up-to-date knowledge of new products, technical updates, recalls, service bulletins, and troubleshooting procedures.
• Contribute to the continuous improvement of technical documentation by updating knowledge databases with new troubleshooting methods, best practices, and resolved case insights.
• Support special technical projects, product launches, and field initiatives as required.
• Deliver industry-leading technical support while maintaining high standards of professionalism, responsiveness, and service quality.

Technical Support Representative

• Verify customer identity and confirm warranty/entitlement before progressing support requests.
• Perform initial checks for common causes of service impact (power, communications path, environmental factors, and local blockage/line-of-sight considerations).
• Create, update, and manage support tickets, ensuring the minimum required data set is captured for effective troubleshooting.
• Triage, categories, and priorities customer issues in line with agreed support processes and service impact.
• Use the Known Error Database and internal knowledge articles to resolve recurring issues and apply approved workarounds.
• Handle RFIs and service requests, routing to the correct internal teams and supporting basic account management tasks.
• Provide clear and timely customer updates during incidents and requests, escalating when scope or severity requires.
• Support internal KPI and service reporting by maintaining accurate ticket data and producing basic operational reports.

Satellite Terminal Support Engineer

• Act as a founding member of the support team, playing a key role in establishing and scaling ALLSPACE’s technical support and operational capability.
• Lead and coordinate complex technical investigations with Satellite Network Operators, teleport providers, and modem vendors, driving root cause analysis across RF, IP, and modem layers.
• Maintain clear ownership of customer communications during all operational events, delivering proactive, accurate, and technically credible updates throughout customer issues.
• Support service activation for live satellite links, including the commissioning, monitoring, and troubleshooting of satellite modems and associated ground segment equipment.
• Operate and improve ITSM processes (Incident, Release, and RMA), ensuring robust control of satellite network changes, modem firmware updates, and hardware replacements in live environments.
• Develop and maintain desk-level procedures and knowledge articles focused on satellite link bring-up, modem configuration, fault isolation, and recovery, accelerating operational maturity and reducing mean time to restore service.
• Deliver real-time support for ALLSPACE demonstrations and customer trials, including pre-event link validation, modem testing, and live monitoring to ensure service performance.
• Perform proactive link health checks and analysis of modem telemetry, RF metrics, and network performance to identify and remediate anomalies before they impact live service.

Senior Satellite Terminal Support Engineer

• Receiving escalations from on-site Level 1–3 teams, triaging root cause hands-on, and owning the technical path to resolution across the full infrastructure stack — spanning bare metal, hypervisor, networking, and application layers — using direct access to production environments, log analysis, and service-level debugging
• Engaging directly with HPE engineers: writing structured defect reports with reproduction steps, attending engineering triage calls, and validating patches in customer environments before broader rollout
• Translating field-observed symptoms into actionable technical requirements for product and engineering teams — filtering noise from vague customer complaints into precise, reproducible problem statements
• Training and enabling a managed services team field engineers who are new to the PCE platform — producing runbooks, leading technical walkthroughs, and building their operational confidence
• Monitoring customer environments; triaging alerts and contributing to dashboard and observability improvements
• Conducting on-site work at customer locations
• Hardening environments to DISA STIG requirements and supporting audit readiness activities
• Producing customer-facing incident summaries and internal knowledge base articles after each major resolution

Federal Principal Product Support Engineer, Clearance Required – Secret

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

Technical Support Agent

• Supervise, mentor, and train Tier 2 technical support agents to meet call center goals.
• Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution.
• Develop and enforce call center policies and procedures aligned with corporate objectives.
• Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed.
• Lead special projects to enhance customer experience and drive process improvements.
• Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements.
• Collaborate with other departments to ensure seamless information sharing and resolve customer issues.
• Identify areas for process and system improvements, driving efficiencies in handling technical support issues.
• Create and maintain knowledge base articles and technical documentation for use by the team and end-users.
• Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed.
• Other duties as assigned.

Technical Support Supervisor

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• Lead and motivate a distributed team of T1/T2/T3 engineers including dedicated Mission Control Engineers (MCEs).
• Identify workflow bottlenecks, remove roadblocks, and create realistic project timelines.
• Oversee the team's handling of complex service issues within the Escalation Matrix.
• Communicate effectively to technical and business audiences, building effective relationships with cross-functional managers.
• Manage team budgets and monitor staffing needs, driving continuous platform improvement.

See all jobs on JobTailor