Support Engineer

• Engage with local support teams during pre-installation phase as a consultant to design the integration of the solution with the local infrastructure and answer all IT related questions.
• Ensure systems are setup for remote diagnostics and health monitoring
• Engage with the development and operations organization to provide recommendations to manuals, training and customer facing material.
• Perform automated deployments through the use of configuration management technology;
• Provide support to the installations within the SLA as agreed using our processes.
• Conduct detailed troubleshooting and analysis of system or SW and infrastructure problems that affect reliability, performance, etc. of our delivered systems.
• Support factory and development teams with first deployments, installs and upgrades of newly introduced systems and modules to ensure accurate working order.

Digital Support Engineer

• Perform routine testing including release testing, performance testing, analytical testing, bioburden testing, and environmental monitoring using GMP/GLP practices
• Perform data analysis and results interpretations comparing to specifications and validity criteria
• Participate in QC Method Qualifications
• Responsible for revising QC documents (SOPs, QSs)
• Participate in Lab Investigations and Out of Specification investigations
• May act as the primary QC trainer in specific test methods
• May be responsible for writing non-conformance investigations with assistance from a QC Specialist or Supervisor
• May lead a small team for continuous improvement projects
• Responsible for maintaining product and QC material inventories
• Responsible for the maintenance and cleanliness of the laboratory and equipment

QC Support Analyst 4 – Blood Typing Solutions

• Resolve inbound support tickets across question types — general knowledge, bug triage, and data requests
• Triage and escalate issues to Customer Success or Engineering
• Build AI-assisted workflows that automate manual support processes
• Develop internal tools and integrations that scale support execution
• Contribute to and continuously improve the internal knowledge base
• Tag and categorize tickets consistently to support data quality and AI agent optimization
• Take support-infrastructure projects from 0→1
• Partner with leadership, Product, and Engineering to surface patterns in customer questions

Customer Support Engineer

• To streamline workflow in Sales Department and assist Sales Reps as needed with quotes, sales and services of small group and group-related products.
• Review group applications based on carrier guidelines.
• Follow up with Brokers and Sales Reps for pending items; Position may require mandatory overtime during months of heavy volume.
• Demonstrates adherence to our published core values of Integrity, Service, Passion, Innovation, Accountability, and Respect on a consistent basis in the performance of your position.
• Review quote request for required information: ER zip, EE info etc. and oversee submission and accurate receipt from Shared Services.
• Report quote errors to RVP (shared services).
• Assist with sales teams with quotes, sales and services of group health and ancillary products.
• Be proficient in WBQuote.
• Create spreadsheets in both market segments for medical and ancillary.
• Process New Hire Worksheets.
• Be proficient in the Ancillary RFP Process.
• Backup for ISR proposal distribution including executive summaries.
• Beta testing quotes and provide feedback to IT as needed.
• Assist Sales Team with scheduling enrollments, ordering, maintaining, and coordinating all enrollment materials.
• Contact brokers and clients to set up enrollments.
• Confirm plan choices, contributions, addresses and phone numbers and communicate this information to the Sales Team.
• Update quote to reflect plan selections and contributions.
• Run employee worksheets.
• Assist with Office reports (training hours), Concur, check requests, POs, broker relations, and outside vendors (i.e POP & Cobra) as needed.
• Schedule carrier, vendor, and internal meetings.
• Assist with setting up and ordering supplies, preparing materials, kits, and quotes for the Region's seminars and broker events.
• Order and coordinate giveaways and food with RVP.
• Order all supplies as needed by sales team.
• Maintain familiarity with current underwriting guidelines.
• Answer pre-sale underwriting questions for brokers and sales team.
• Scrub new case submissions for deal killers.
• Verify case submission is complete via SF tickets.
• Review pending items for accuracy in a fast-paced environment.
• Work with the underwriting team to meet 24 hour turn time by prioritizing the day’s workflow.
• Provide excellent Customer Service to internal and external customers.
• Provide team underwriting updates based on cases submitted.
• Support retention efforts including pulling renewals on behalf of ISRs/RSM’s.
• Update daily activities in the Salesforce system.
• Check client information and update as requested.
• Submit tickets for service.
• Submit CX tickets on behalf of sales team/brokers.
• Research client/broker service requests.
• Retrieve ID cards.
• Lookup Providers and medications.
• Verify group enrollment.
• Misc. customer service issues.
• Performs other business tasks or functions as assigned.

Sales Support Analyst

• Respond to and prioritize IT support requests via phone, email, and in person
• Troubleshoot PCs, laptops, peripherals, and basic network issues
• Set up and configure workstations, printers, mobile devices, and video conferencing equipment
• Install, configure, and maintain hardware, software, and applications
• Support networked printers, plotting equipment, and peripheral devices
• Maintain hardware/software inventory and ensure data integrity
• Create basic end-user documentation and provide technology guidance
• Enforce IT policies, standards, and security procedures
• Assist with system upgrades, device monitoring, and technology planning
• Travel as needed to the other offices

Helpdesk Support Technician

• Help deliver secure, reliable, and scalable IT operations that keep employees productive and connected across the organization
• Administer and maintain Windows and macOS systems to ensure stability, performance, and availability
• Manage identity and access through Okta, including user lifecycle management, SSO, MFA enforcement, and group administration across SaaS applications
• Support and maintain Google Workspace administration, organizational policies, and access controls
• Perform endpoint patching, software updates, and routine maintenance to maintain secure and reliable environments
• Resolve escalated support requests and serve as a trusted technical escalation point for employees
• Deliver high-quality onboarding and offboarding experiences, including provisioning devices, managing access, and supporting employee setup
• Troubleshoot hardware, software, SaaS, and access-related issues with a customer-first mindset
• Maintain IT asset inventory and oversee device lifecycle management from provisioning through retirement
• Apply security best practices across endpoints, identity systems, and user access workflows
• Create and maintain clear standard operating procedures and internal IT documentation
• Identify opportunities for process improvements, automation, and operational efficiency
• Collaborate closely with teams across the business

IT Support Engineer

• Provide technical support to users via tickets, chat, and community forums.
• Diagnose and troubleshoot issues related to n8n, including workflow execution, integrations, and performance.
• Collaborate with the engineering team to escalate and resolve complex technical challenges.
• Create and maintain documentation, FAQs, and knowledge base articles.
• Identify common issues and work on solutions to improve product reliability and user experience.
• Contribute to the community by answering questions and sharing best practices.

Senior Support Engineer

• Provide onsite technical support for remote network engineering teams
• Troubleshoot network connectivity, PCs, IoT devices, printers, and related hardware
• Verify VLAN configurations and assist with wireless connectivity troubleshooting
• Check switch and router connections, cabling, ports, and device status
• Provide console access to network equipment using appropriate cables and tools
• Support network deployments, infrastructure upgrades, and post-deployment hypercare activities
• Diagnose and resolve technical issues while minimizing operational downtime
• Communicate findings, progress, and resolutions clearly to remote technical teams
• Maintain accurate documentation of onsite activities and completed work
• Travel frequently to assigned data centers based on project requirements

Network Support Technician

• Serve as the dedicated technical partner for a portfolio of strategic enterprise customers, developing deep expertise in their architecture, security posture, and business priorities
• Own complex technical investigations end-to-end across integrations, data pipelines, detection systems, and observability tooling, driving issues from first signal through root cause and resolution
• Provide clear, executive-ready communication during high-visibility situations, ensuring SLA adherence, proactive updates, and strong cross-functional coordination with Engineering
• Build long-term, trust-based relationships with senior security and engineering stakeholders, positioning Zenity as a strategic cybersecurity partner
• Identify recurring patterns, systemic risks, and optimization opportunities across accounts, turning reactive support into proactive value
• Contribute to scaling Zenity’s Strategic Support function through process improvements, documentation, enablement assets, and participation in enterprise on-call coverage

Technical Support

• Deep-dive into complex code and client integrations to identify bugs, performance bottlenecks, and configuration issues.
• Collaborate with Engineering to escalate and prioritize bugs, product gaps, and client feedback
• Build internal tools, scripts, and dashboards to improve the efficiency of the support process and monitor API health.
• Create alerts, monitors, and runbooks to catch issues before they bubble into something bigger.
• Provide support for our enterprise partners during incidents on critical applications and infrastructure issues

Technical Support Engineer – AMER

• Provide advanced support for Gigamon deployments across VMware, Nutanix, and public cloud environments
• Troubleshoot issues involving connectivity, platform integration, health monitoring, registration, and traffic visibility workflows
• Partner with Engineering, Product, and Services teams to resolve escalations and improve documentation and support readiness
• Deliver exceptional user support using SalesForce Service Cloud software
• Interact with customers/partners through case management systems, phone, email, and screen-sharing sessions
• Serve as the customer’s main contact for providing accurate and creative technical solutions to reported issues
• Update and document the details of technical issues, solutions, follow-up conversations, escalations, and resolutions in the case management system
• Contribute to knowledge base articles to help customers resolve issues independently
• Apply advanced troubleshooting techniques, including isolating, replicating, and creating workarounds for complex problems spanning multiple products/features
• Report defects to Engineering after lab replication, ensuring they meet Escalation standards
• Collaborate with the Support organization to drive process improvements and participate in support initiatives
• Participate in on-call rosters as needed to provide after-hours support for emergencies
• Manage customer escalations, ensuring timely resolution and maintaining open communication with all involved parties
• Work with cross-functional teams to convey customer concerns and advocate for their needs

Staff Technical Support Engineer

• Own all inbound technical requests from clients, API vendors, and internal teams: resolve directly what does not require engineering judgment (API clarifications, integration questions, known behavior, documentation gaps), and prepare full written context for everything that requires escalation
• Act as the first point of contact for technical questions in dedicated client and vendor Slack channels; own communication back to the client on escalated bugs until resolution
• Own status page updates and client-facing communication during incidents and maintenance windows
• Stay aware of system health through dashboards, logs, and alerting; confirm whether something needs escalation, and trigger incident escalation when service availability or data integrity is at risk
• Act as operational support during active incidents, performing manual workarounds when instructed by engineering, and propose improvements to monitoring where it is lacking
• Own and maintain API docs, integration guides, FAQ, and runbooks in Confluence; write documentation clear and structured enough to be consumed accurately by both humans and AI tools, and treat every repeated question as a documentation gap to close
• Create and maintain Jira tickets for all requests that require tracking or escalation; keep tickets updated so QA and engineering never need to chase support-side context

Technical Support Engineer

• Serve as the final line of defense by performing pre-funding quality audits to ensure compliance with lender and PatientFi policies, as well as monitor for potential fraud risk
• Research and resolve identified CIP concerns via research and engagement with borrowers and service providers
• Partner with cross-functional resources (Development, Data Science, Fraud Prevention, Legal/Compliance, Customer Service) to support the recurring and ad hoc needs of lender partners
• Monitor internal ticketing systems and execute cross-functional requests involving monetary adjustments to borrower accounts
• Research and resolve escalated concerns pertaining to lender partners or servicing vendors
• Identify and report observed trends and outlier situations to leadership and partner with internal and external parties to drive system/program improvements
• Generate and review scheduled portfolio reporting for lender partners
• Perform loan boarding and sale processes, auditing steps performed by other parties, to ensure accuracy
• Conduct periodic reviews and audits of loan documents and borrower facing communications to ensure accuracy in calculations and information being presented
• Review sampled calls from internal teams and external vendors to ensure compliance with PatientFi procedures and policies, flagging any trends or concerns to leadership for coaching and resolution
• Serve as a subject matter expert and partner with Legal/Compliance team to advise internal teams or lender partners on borrower complaints and disputes

Lending Support Analyst

• provides structured product-oriented support for a Kyndryl client’s embedded, real-time, Linux, cloud-edge, and platform software environments
• provides Level 1 and/or Level 2 support, including case triage, diagnostics, technical investigation, root-cause support, workaround assistance, case documentation, and escalation support
• Level 1 case intake, triage, and issue reproduction; Level 2 advanced troubleshooting
• documenting solutions, contributing to knowledge resources, mentoring support engineers

Technical Support Specialist

• Develop a deep technical understanding of Cribl Stream and our other products
• Provide extraordinary technical support to our Enterprise customers and across various channels such as Slack, email, online meetings, etc.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for reproducibility and escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues
• Provide and document knowledge in the form of knowledge base tech notes, articles and participate in real-time forums (e.g., Slack) for real-time questions
• This position will require stand-by, on-call, or off-hours duties

Senior Technical Support Engineer

• Provides support to end users for computer, application, system, device issues
• Utilizes technical experience and customer service skill to assist end users to resolve incidents
• Involvement in project planning; installing, configuring, upgrading of computer-related hardware and software
• Identifies, researches, and resolves technical problems of moderate complexity
• Responds to telephone, email, and online requests for technical support
• Documents, tracks, and monitors the problem using applicable systems and tools
• Diagnosis and resolves unique, nonrecurring problems associated with application software and operating systems

Helpdesk Support Technician, Level 2

• Manage the COHU THG Technical Support team in line with the company objectives.
• Guide the team to leverage their knowledge of products and customers to increase the effectiveness of pre-sales, post-sales and product management.
• Ensure knowledge development of Technical Support Specialists to improve the team’s quality and efficiency in fulfilling their tasks.
• Ensure escalations are managed and followed up within the required schedule.
• To work in close collaboration with internal/ external such as Engineering, Operations, Indus, QA, Product Management, FSE, Sales, and customers.
• Continuously improve Cohu products and work towards Zero Defects.
• Responsible for the resource management and escalations of the Technical Support team.
• Set-up and maintain the Technical Support team.
• Plan and control Technical Support team budget.
• Manage department’s KPIs.
• Escalation contact (internal and external) for technical customer issues. Manage customer problems through to acceptable resolution. Escalate issues to senior management when appropriate.
• Prepare and distribute regular reports documenting activities, events and action items.
• Provide the system analysis of complex issues coming from external (typ. customer, FSE).
• Bridge engineering, QA department, and field/ Sales by providing detailed information on the issues following Oracle or any other Cohu Quality tools.
• Work closely with Product Management and Technical PreSales/ Sales Admin to close the loop between “after sales” and new projects/ developments.
• Collaborate with engineering, manufacturing, QA department, and Indus on containment and preventive actions.
• Define product improvements and align priorities.
• Active participation in the drive for continuous improvement and Zero Defect of THG products.
• Be part of the ECN process, generate Product Bulletins and organize distribution via the appropriate, defined tools.
• Manage the global deployment of solutions to the field & manufacturing.
• Ensure close loop communication with internal/ external (e.g. customer, sales, engineering, QA, manufacturing).
• Organize efficient & effective structures and procedures for the team.
• Organize regular One on One meetings with all Tech Support Managers/ Supervisors and Tech Support Specialists (direct reports only)- recommended once a week or once every 2 weeks.
• Organize and lead performance reviews (P&DR) and merit reviews.
• Organize high-level Service Training for FSE’s and customers.
• Support department audits such as ISO/ Sarbox.
• Support other departments by generating work instructions (DAQ/ FAQ/ IAQ etc.) that are related to Technical Support tasks. Work on continuous improvement of existing processes. Approve such instructions/ documents via the appropriate tool.
• Define scope, staffing, job descriptions, schedule and micro process, the appropriate Team size, Tech Supports per product and join job application interviews.
• Plan cross-training/ further education in cooperation with HR. Develop the team.
• Generate a positive work attitude.
• Any tasks that may be assigned from time to time.

Technical Support Manager

• Provide technical case support (all channels) for all Lien Perfect customers and other internal CSC teams using the then-current tools available to the Support organization.
• Collaborate with a distributed team, including development, quality assurance, project management, and product management teams to support quality software in a fast-paced environment.
• Work independently and with minimal supervision, making sound decisions based on previous experience and with an understanding of the Lien Perfect products and customer base.
• Document all customer issues in the CSC case tracking system and assign or document appropriate solutions to the customer issue.
• Provide appropriate solutions to all customer inquiries.
• Review knowledge base solutions to ensure overall quality of our knowledge base and online support capabilities.
• Develop proficiency in all Lien Perfect products from a technical perspective.
• Perform release testing, as required, of customer scenarios both prior to and after a new Lien Perfect product release. Testing is a shared responsibility, including triage of new product releases and identifying potential required software enhancements.
• Assist on various projects as assigned.
• Learn new technology and experiment with potential internal efficiency solutions.
• Demonstrate consistently exemplary standards of ethical conduct.
• Coach and mentor more junior team members.

Technical Support Analyst

• Build the internal tools and automations that make support fast, accurate, and scalable
• Ship AI-assisted support workflows that deflect, triage, and resolve issues faster
• Fix problems at the source: ship product and DX improvements that stop tickets before they happen
• Turn recurring support pain into engineering solutions the whole team relies on
• Work close to real developer problems and close the loop between support and product

Growth Engineer, Support Engineering

• Oversee Shipping/Receiving of packages containing client media/evidence
• Maintain proper chain of custody for all incoming/outgoing items
• Provide reports on all incoming/outgoing packages for auditing purposes
• Prepare and coordinate Shipping Requests from the Client Services, Intake, Production, and Forensics Departments
• Track all packages to ensure accurate delivery on time
• Keep a full inventory of shipping/receiving supplies on hand
• Connect hard drives to Intake computers for access by remote employees
• Assist with the Intake queue as needed (includes data copying, archiving, purge requests, drive formatting)
• Maintain inventory of Intake lab equipment, software, and licensing
• Assist with logging all incoming media into the evidence database
• Store, safeguard, and maintain all media/evidence in a storage facility
• Provide inventory reports on client media/evidence
• Assist with the disposition/destruction of evidentiary media as needed

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