Support Engineer

• Master the Sentry Ecosystem & Support Elite Developers
• Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
• Support the Great Minds: Act as a strategic consultant for senior engineers at our largest enterprise customers
• Troubleshoot SDK Implementations: Go deep into the source code of Sentry’s SDKs
• Engineer Agentic Operations: Engineer the logic that powers our support agents
• Knowledge Engineering: Build the right context into our systems so they can resolve issues consistently

Technical Support Engineer

• Technical Troubleshooting & Resolution
• Research, collaborate, and resolve intricate hardware and software challenges over phone and digital mediums
• Analyze systematic product behaviors and devise creative technical solutions for unique environmental variables
• Diagnose network topologies and system performance irregularities to ensure continuous uptime for customer infrastructure
• Case Management & Documentation
• Document software, hardware, and network configurations comprehensively within our case management tracking repository
• Prioritize active operational tasks dynamically between inbound requests, ongoing investigations, and live digital chats
• Escalate unresolved customer issues efficiently to senior engineering tiers with complete technical summaries and diagnostics
• Customer Experience & Ecosystem Maintenance
• Support public safety and enterprise operations by delivering an empathetic, high-urgency response to system inquiries
• Maintain an advanced operational understanding of network topologies, server environments, and video processing software
• Learn new technologies and product specifications continuously to match our accelerating pace of ecosystem innovation

Technical Support Specialist

• Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues.
• Participate in on-call rotations supporting 24x7 operational coverage, including support during quarter-end and year-end billing cycles.
• Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms.
• Analyze logs, system behavior, and transaction data to identify root causes of issues and support remediation efforts.
• Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments.
• Assist with incident response for billing-impacting events, providing technical analysis and contributing to internal and external communications as needed.
• Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures.
• Support operational monitoring and alerting improvements to detect issues earlier and reduce incident impact.
• Contribute to post-incident reviews and continuous improvement initiatives aimed at preventing recurring issues.
• Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.

Enterprise Support Engineer, IT Billing Services

• Manage customer communication and expectations.
• Provide phone, email, and chat support to assigned accounts.
• Provide troubleshooting and debugging of customer problems.
• Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
• Transition product issues to Tier 3 Support, Engineering, and product enhancements to Product Management, tracking status to the customer regularly.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Be a part of the on-call rotation for the assigned product team.

• Provide technical expertise in response to client inquiries regarding drug benefit plans, dental and extended health care plans, as well as claims processing and payments
• Support Express Scripts Canada’s Clinical Services team in implementing clinical programs (new and existing), drug formularies, and new products related to business development
• Support Account Managers on strategic projects, communications, and the market promotion of Express Scripts Canada products
• Provide impact analyses to clients as required
• Act as a liaison between clients and other departments within Express Scripts Canada, working closely with those teams to identify and address client needs
• Schedule and participate in various meetings with clients and internal stakeholders
• Train clients and internal colleagues on various applications
• Provide support to Customer Support Specialists (Call Centre)

Bilingual Client Benefits Technical Analyst

• Deliver outstanding support to our open-source users and enterprise customers via multiple channels, including chat, forums, GitHub, and phone.
• Develop deep technical expertise in GitOps, Argo, and Akuity’s offerings.
• Troubleshoot, diagnose, and resolve customer issues promptly and accurately.
• Recognize common support patterns and escalate issues to engineering when appropriate.
• Help build and iterate on our support playbook, processes, and systems.
• Contribute to improving Akuity’s documentation to enhance the customer experience.

• Provide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Teams.
• Utilize support software for call logging and tracking.
• Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.
• Manage escalations, complaints to Level 2 and Development, and follow through as point of contact to higher level support teams.
• Attend Agfa product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions.
• Participate in visits to customer sites.
• Ensuring a high customer satisfaction rate.
• Timely handling of incidents according to Agfa’s policies and processes.
• Being knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products.
• Meeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).

Customer Support Analyst, Tier 1

• Answer client queries and provide basic direction and training on common issues
• Triage product queues and prioritize issues according to their severity
• Conduct web meetings with customers to gather information for investigative purposes or to provide assistance
• Test and duplicate issues in order to document and demonstrate the problem to other teams such as programming
• Participate in project and team meetings; interacting and collaborating with team members
• Leverage and contribute to the Knowledge Base to assist with the resolution of issues
• Relay feedback to Product Managers so that the product can be improved
• Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed

Product Support Analyst

• Support a large-scale Windows infrastructure modernization initiative
• Upgrade legacy Windows Server environments
• Implement automation frameworks
• Enhance monitoring capabilities
• Support hybrid cloud integration initiatives

Technical Analyst – Specialist Level

• Quickly understand users' concerns and propose concrete, clear, and appropriate solutions.
• Assist dental teams in the optimal use of the software: patient records, scheduling, billing, insurance and more.
• Resolve technical and functional issues while explaining solutions in simple, non-technical terms.
• Play a key role in the customer experience by turning each support request into a positive interaction.
• Collaborate with internal teams to continuously improve the product and processes.
• Actively contribute to the quality and reliability of a tool essential to clinic operations.
• Document all interactions, issues and solutions in the support system.
• Provide remote Level 1 support to clients by phone and email and escalate complex cases to the appropriate level.

Technical Support Advisor – Technical Support Agent

• Provide inclusive, high-quality technical support for desktops, laptops, and peripherals—always putting people first
• Install and configure operating systems and applications with care and attention to detail
• Troubleshoot hardware, software, and connectivity issues, ensuring colleagues can work effectively and without interruption
• Assist with user account management and secure access setup, helping new team members feel welcome and supported
• Support basic network troubleshooting (LAN, Wi-Fi, cabling) with a problem-solving mindset
• Maintain workstation inventory and perform hardware upgrades to ensure long-term reliability and performance

Technology Support Technician

• Analyze client cases by cross-referencing several data points (auto policy, mobile app account, Ajusto portal) and assessing whether a correction is required.
• Document the analysis and support the Client Relations and Technical Support teams in resolving cases by sending a clear diagnosis and a recommended solution.
• Identify recurring issues from client cases and work with BI teams to assess the scope of a situation and identify potentially affected clients.
• Help write and update procedures to prevent future data errors and reduce the Ajusto program’s operational debt.
• Make sure responses to clients are consistent.
• Collaborate with several teams (Client Relations, Performance, Operations, Complaints) and help align practices and understanding of the Ajusto discount.
• Maintain and update the Ajusto exception procedures and ensure decisions are consistent, fair and in line with the spirit of the program.
• Support the Legal Department in preparing data related to client requests or complaints.
• Stay in tune with members and clients by reviewing their comments and staying informed about agent feedback.

Support Analyst, Ajusto Program

• Resolving the issues through phone, chat, and email communication channels in a fast paced environment.
• Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution.
• Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns.
• Manage customer expectations regarding estimated response times for issue resolution.
• Extensively research and document customer technical issues.
• Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

• Provide technical assistance to internal and external customers
• Ensure timely and cost-effective support in accordance with standard processes and guidelines
• Support more complex technical support cases
• Contribute to customer satisfaction by executing support work according to customer expectations
• Identify and analyze technical problems through communication with customers and remote connections
• Execute wrap-up and follow-up of support cases
• Identify improvement needs and drive minor improvement actions
• Prepare all documents and customer reports to be acknowledged by the customer representative
• Utilize relevant support and reporting tools to document work according to global processes

• Provide one-to-one technical support for customers through email, and Safe’s Community Q&A forum.
• Conduct software demonstrations and build proof of concepts for new and existing customers.
• Create and deliver training materials, webinars, and presentations to help customers grow their FME knowledge, and contribute to Safe’s Community by generating step-by-step tutorials and informational articles.
• Collaborate with other teams and share your expertise in initiatives such as testing new product features and assisting with marketing campaigns to promote them.
• Investigate and explore different configurations and technologies to assist customers, colleagues, and developers.
• Keep up to date with product developments by attending Feature Demos and testing the latest versions of our software.
• Identify issues within FME and advocate for new and improved functionality that will help our customers.

Technical Support Specialist I, FME Form/Flow

• Providing internal technical support to employees regarding hardware, software, and security.
• Administering and managing Voices’ Google Workspace, MDM, Zero-Trust and office network systems.
• Assisting HR with onboarding and offboarding tasks, related to hardware and software.
• Managing the process of procuring hardware and software resources for new and existing employees.

• This is a service-delivery seat, not a project or implementation role
• The successful candidate will spend the majority of their day on the phone and in tickets with end users, working through Tier 2 issues, escalating cleanly to senior engineers when warranted
• Keeping our RMM and PSA hygiene in good order
• Strong phone etiquette, a calm professional manner, and the ability to communicate clearly with non-technical end users are weighted heavily.

MSP Support Engineer

• Monitor overnight alerts and perform initial triage on client systems and infrastructure
• Respond to and resolve support tickets, emails, and limited inbound calls overnight
• Support desktops, laptops, printers, mobile devices, and VPN issues
• Troubleshoot connectivity, workstation, VPN, and user account issues
• Use remote support tools to resolve user and system issues
• Create users, reset passwords, map network drives and complete assigned tasks
• Escalate urgent issues or hand them off to the right team
• Document troubleshooting steps, updates, resolutions, and handoffs
• Follow checklists and escalation procedures
• Communicate clearly with users, internal teams, and day shift
• Contribute to internal documentation and knowledge base

Bilingual IT Help Desk Support Technician – Night Shift

• Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
• Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
• Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
• Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
• Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact.
• Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits.
• Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements.
• Write and maintain reports and procedural documentation.
• Drive root cause analysis and ensure effective issue escalation and follow-up.
• Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
• Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.

Bilingual Senior Specialist, Store Technical Support – French/English

• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools.
• Support methods include telephone, e-mail, and online customer meetings.
• Document customer issues, actions, and resolutions within Salesforce Case files.
• Document and advance cases to Level 2 as needed.
• Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses.
• Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information.
• Share customer feedback with Product Management, Commercial, and Quality teams.
• Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents.
• Serve as a resource to product development, marketing, and sales teams as needed.
• Manage and track customer inquiries to ensure timely resolution.

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