Support Engineer

• 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

• Install software patch remotely and verify proper functionality post upgrade.
• Responds to, evaluates and prioritizes assigned service orders and customer inquiries pertaining to hardware, software, networking, customer service and other computer-related technologies.
• Provides quality technical customer service in a professional, responsive, empathetic, reliable, patient, resourceful and assured manner.
• Effectively documenting all steps taken to service the request in the appropriate tracking system.
• Handles problem recognition, isolation, resolution, and follow-up for routine customer problems, escalating and/or collaborating to solve more complex issues to advanced team members or department management.
• Obtains and maintains proper vendor credentialing to service all customers in their respective coverage area as needed.
• Sets scheduled availability within systems so that notification of new work can be received.

MedTech Technical Support Representative

• lead and manage a multidisciplinary courseware team
• oversee project performance including cost, quality, and schedule reporting
• maintain integrated internal/external schedules
• track and mitigate Risks, Issues, and Opportunities (RIO)
• manage supplier relationships and provide oversight for third-party contributions
• prepare and deliver executive-level briefings and status updates

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

Technical Support Engineer

• Generate, maintain, validate, and distribute daily, weekly, monthly, and portfolio operational reports supporting Contact Center performance, client portfolio management, and incentive compensation programs
• Compile, analyze, and monitor key performance indicators (KPIs) including collection performance, recovery rates, promise-to-pay fulfillment, right-party contacts, productivity metrics, service levels, and quality measures
• Ensure the accuracy, integrity, and consistency of all reporting data prior to distribution to leadership teams and clients
• Identify trends, anomalies, risks, and reporting discrepancies, providing analysis and recommendations to management for corrective action or process improvement
• Collaborate with management to define, document, maintain, and update incentive compensation methodologies, performance thresholds, and reporting requirements
• Prepare bonus eligibility reports by agent, team, and department based on established performance metrics
• Respond to inquiries from agents and supervisors regarding bonus calculations and data discrepancies
• Maintain historical records of all bonus-related reports for audit and compliance purposes
• Develop and improve reporting tools, dashboards, and automated processes to streamline data collection and report generation
• Utilize reporting platforms (e.g., Phoenix Reporting, Excel, Power BI, or similar tools) to produce clear and actionable performance reports
• Evaluate current reporting procedures and recommend improvements to increase efficiency and accuracy
• Work closely with the Contact Center Operations Manager on ongoing department projects related to performance tracking and incentive programs
• Assist with internal audits related to collections statistics and compensation data
• Provide analytical support for special projects, including system conversions, mailings, and month-end reporting cycles

Support Analyst – Contact Center

• Provide deskside and remote technical support for hardware (laptops, desktops, peripherals, printers, etc.), software, and connectivity issues.
• Troubleshoot and resolve complex technical issues in a timely manner, following ITIL best practices where applicable.
• Manage device lifecycle tasks including imaging, deployment, configuration, and troubleshooting using modern tools.
• Administer user accounts, permissions, and identity management (Azure AD / Entra ID).
• Deliver advanced support and administration for Microsoft Office 365 services (Exchange, Teams, SharePoint, OneDrive, etc.).
• Perform basic networking troubleshooting (Wi-Fi, VPN, TCP/IP, DNS, DHCP).
• Automate repetitive tasks and improve efficiency through scripting (PowerShell preferred).
• Document solutions, update the knowledge base, and contribute to process improvements.
• Effectively prioritize and manage support requests from multiple stakeholders with minimal supervision.
• Travel occasionally (10-15%) to provide on-site deskside support at West Coast locations.

IT Support Analyst

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues
• This position performs repairs to software or peripheral equipment configurations, following design or installation specifications
• Support Technicians escalating issues to senior staff members
• The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must
• Occasional training of end users and new team members is required
• Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment
• Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability
• Attention to detail is required to complete tickets in accordance with company standards
• The desire to learn and the ability to absorb new skills and information are key to this position

IT Support Technician

• Support, troubleshoot, and resolve EDI production issues related to claims and trading partner transactions
• Analyze, map, and validate healthcare data exchanges including 270/271, 834, 835, and 837 transactions
• Develop technical specifications, mapping documents, process flows, and operational procedures
• Write and maintain SQL queries for production support, reporting, testing, and data validation
• Perform root cause analysis and collaborate with internal teams to resolve data and integration issues
• Create and execute test plans, process test files, document results, and support defect resolution activities
• Utilize tools such as Splunk, App Insights, SOAP UI, and Postman to monitor, troubleshoot, and validate system performance
• Support API integrations, ETL processes, and enterprise data exchange initiatives
• Develop dashboards, reports, and monitoring solutions to ensure data quality and transaction integrity
• Participate in project planning, implementation activities, and continuous process improvement initiatives
• Maintain compliance with HIPAA requirements and healthcare EDI standards including TR3, CAQH CORE, and Blue Exchange guidelines
• Participate in on-call support rotations and production incident response activities

EDI Technical Analyst – Claims

• Develops technical documentation and designs
• Analyzes, tests, and provides end user support
• Assists with analysis required for all Trading Partner EDI and flat files
• Participates in defect review meetings
• Creates Mapping Documents to move data between systems
• Facilitates and/or creates new procedures that support advancing technologies or capabilities

• Provide operational and technical support for Microsoft 365 services including Teams, SharePoint Online, OneDrive, Exchange Online, Forms, and approved Power Platform solutions.
• Support collaboration and productivity applications including Smartsheet, monday.com, Bluebeam, and other approved SaaS applications.
• Troubleshoot issues related to application access, permissions, sharing, synchronization, workflows, licensing, provisioning, and usability.
• Support identity and access-related issues involving SSO, MFA, and Microsoft Entra ID integrations for assigned applications.
• Work with engineering, infrastructure, identity, security, networking, vendors, and business stakeholders to resolve application-related issues.
• Manage assigned incidents, requests, access issues, and operational support tasks through resolution within established service levels.
• Escalate complex, recurring, or high-impact issues to the appropriate technical teams or platform owners.
• Assist users with common application functions, approved usage standards, and available self-service resources.
• Identify recurring user questions, usability challenges, and support trends related to assigned applications.
• Contribute to improving self-service resources, knowledge management content, and user support documentation.

Senior Application Support Analyst

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
• Coordinate with Laserfiche development when cases require additional assistance.
• Report and file bug tickets that come up during troubleshooting.
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases.
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum.
• Watch and review videos of internal software training sessions and development meetings.
• Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices.
• Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
• Participate in departmental training sessions in-person or remotely.

Support Engineer I

• Participate in gathering and summarizing prospect information for Treasury Management consultants
• Identify opportunities for process improvements within scope of responsibilities or functional area
• Review and research basic or tactical operational assignments that require evaluation and selection of alternatives, related to low to medium risk deliverables
• Present recommendations for resolving more complex situations and exercise some independent judgement while developing understanding of function, policies, procedures, and compliance requirements
• Provide information to functional colleagues, internal partners, and stakeholders, including internal as well as external customers

Treasury Management Support Analyst

• Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
• Analyze and make recommendations for hardware and software standardization
• Create user accounts and manage access control based on company policies
• Maintain, analyze, and repair hardware and software systems
• Respond to tickets in Jira, and troubleshoot and resolve problems on time
• Support and enforce information technology (IT) policies
• Set up and configure new systems (Mac and PC), applications, and upgrades
• Manage user account information, permissions, and rights, including groups
• Document standard procedures and processes
• Partner with HR and Security for onboarding of new employees
• Work with laptop vendors to order new laptops as needed
• Help Wealth.com employees with any technical issues
• Train end-users on best practices for using various IT systems, software, and devices.
• Provide support for office equipment (printers, scanners, and other peripherals), ensuring that all devices are functioning optimally and resolving any technical problems.
• Write and maintain basic scripts (PowerShell, Bash, or similar) to automate tasks and improve system efficiency.

Technical Support Specialist

• Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level
• Develops and maintains in-depth working knowledge of minimum 1 or 2 Semperis primary product(s) assigned to support.
• Monitor the Support Queue to ensure all SLA are being met.
• Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).
• Experience with Cloud technologies like Azure, AWS, and Google.
• Tracks and updates all customer support issues and logs them within the case in CRM platform like Salesforce.
• Create Knowledge base articles on a regular basis to grow and mature our KB repository.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Successfully anticipates, identifies, and resolves issues/concerns both internally and externally.
• Develops and presents solutions to appropriate parties. Professionally and proactively handles problems and/or conflict resolution.
• Uses sound judgment regarding escalation of issues to client or company management.
• Meets time requirements for all assignments, with minimal reminders. Prioritizes work effectively and actively works to find more efficient ways to accomplish assignments and tasks.
• Provide pre-sales technical assistance and product education
• Maintain expert knowledge of Semperis products to develop and present unique solutions, and maintain knowledge of emerging trends in related technology areas
• Willingness to travel to customers or events as necessary

Product Support Engineer

• Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level
• Develops and maintains in-depth working knowledge of minimum 1 or 2 Semperis primary product(s) assigned to support.
• Monitor the Support Queue to ensure all SLA are being met.
• Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).
• Experience with Cloud technologies like Azure, AWS, and Google.
• Tracks and updates all customer support issues and logs them within the case in CRM platform like Salesforce.
• Create Knowledge base articles on a regular basis to grow and mature our KB repository.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Successfully anticipates, identifies, and resolves issues/concerns both internally and externally.
• Develops and presents solutions to appropriate parties. Professionally and proactively handles problems and/or conflict resolution.
• Uses sound judgment regarding escalation of issues to client or company management.
• Meets time requirements for all assignments, with minimal reminders. Prioritizes work effectively and actively works to find more efficient ways to accomplish assignments and tasks.
• Provide pre-sales technical assistance and product education
• Maintain expert knowledge of Semperis products to develop and present unique solutions, and maintain knowledge of emerging trends in related technology areas.
• Willingness to travel to customers or events as necessary.

• Handle technical support across the GitKraken product suite
• Work directly with customers to diagnose issues, enable better workflows, and advocate for their needs internally
• Contribute to internal documentation, AI-assisted tooling, and cross-functional projects
• Respond to technical support requests across the GitKraken product suite
• Reproduce and diagnose bugs, analyze log files, and document findings clearly for engineering teams
• Manage escalation pathways and work directly with engineering to resolve complex product issues
• Interface with Development and Product teams for incident management, bug reporting, and release readiness
• Help enterprise users optimize their development environments and Git workflows
• Translate complex technical concepts into clear, actionable troubleshooting steps for customers of all technical levels
• Empathize with frustrated developers and guide them confidently to resolution
• Advocate for end-user needs and feedback to internal product and engineering teams
• Author and maintain technical help center documentation for new products, features, and workflows
• Test new products and features pre-release, providing structured feedback to product and development teams
• Contribute to AI-assisted system development for internal use across GitKraken teams
• Utilize AI tools and automation as a standard part of daily workflows
• Maintain and contribute to internal code repositories related to support tooling
• Collaborate with Marketing and Sales on promotions, customer-facing communications, and other cross-functional initiatives
• Participate in team projects that extend beyond traditional support boundaries

Customer Support Engineer I

Treasury Management Sales Support Analyst – Payables, Commercial Card

• Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.
• The specialist will provide endpoint support to the Army's faculty, staff, and students, leveraging both hardware and software solutions.
• Extending support to our broader community, ensuring that all members receive the necessary technical assistance for their academic and professional endeavors.
• Actively participate in relevant meetings, ensuring critical information is accurately communicated to the team.
• Collaborate with the Knowledge Manager to facilitate the timely update of our knowledge base articles, enhancing our collective expertise and support capabilities.
• Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.
• Capacity to escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context.
• Communicating effectively with both technical and nontechnical customers - written and verbal.
• Receives, monitors, responds to, and updates ticketing tracking system, other technologies to document and track support services work in accordance with established policy through phone, email, and chat.
• Installing software and establishing a connection to network(s) in accordance with specified standards.
• Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.
• Provides software application assistance to end users as requested.
• Replicates errors; resets computers and printers.
• Creates, updates, and maintains technical documentation for use within the group as well as outside entities.
• The ability to quickly analyze problems, identify root causes, and provide appropriate solutions is critical.
• Participates in and contributes to scheduled and ad-hoc training.
• Performs other related duties as assigned.
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms.
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.

Customer Service Specialist – Army IT Support Technician

• Provide first-level technical support for Microsoft Dynamics 365 Sales platform and related Power Platform tools
• Assist users with day-to-day CRM functionality, troubleshoot issues, maintain data integrity, and support onboarding/offboarding processes for CRM users
• Serve as the first point of contact for end users, working closely with CRM Support Specialists and system administrators
• Provide initial troubleshooting for CRM and Power Platform issues, including login errors, UI problems, workflow disruptions, and minor configuration issues
• Assist with basic system updates and maintenance tasks
• Assist in the creation, maintenance, and troubleshooting of Power Automate flows
• Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity
• Create and maintain user-facing documentation such as FAQs, troubleshooting guides, and knowledge base articles
• Assist with user management by creating, updating, and deactivating accounts
• Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM-related data analytics
• Partner with CRM Support Specialists to support continuous improvement of sales processes and user experience.

CRM Support Technician

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues
• Develop deep subject matter expertise in core technologies and multiple specialized technology areas
• Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates
• Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions
• Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams
• Act as a resource for junior support engineers, providing guidance and mentorship
• Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives
• Assist with special projects and other duties as assigned

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Support Engineer I

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Technical Support Specialist

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Product Support Engineer

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