Support Engineer

• Serve as the first point of contact for end-users seeking technical support
• Respond to tech inquiries via Service Desk Portal, email, online chats, phone, or in person
• Follow up with customers to ensure satisfactory service
• Perform computer hardware, software and peripheral setup, installation, and configuration (i.e. monitors, keyboards, etc.)
• Provide new employee technology orientation and set-up
• Perform preventive maintenance
• Utilize workstation imaging software to streamline workstation deployment
• Coordinate with facility staff for the installation, configuration, maintenance, and ongoing support of printers/Scanners
• Respond to incidents concerning computer operation and apply troubleshooting principles and techniques to diagnose hardware, software, and other problems
• Enter status and completion information for assigned tasks
• Perform troubleshooting of connectivity problems with LAN connections, Wi-Fi, or VPN connections
• Assist with hardware asset inventory control assessments

Desktop Support Technician – Onsite

• Deliver high-quality technical support to customers using Humata technology
• Ensure appropriate routing and triaging of customer tickets to ensure effective resolution per customer SLAs
• Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain efficiency and consistency across support tiers
• Support the implementation of AI-driven support tools (e.g., chatbots, routing systems, predictive analytics) to reduce manual workload and improve customer experience
• Analyze customer support data to identify recurring issues, pain points, and opportunities for process or product enhancements, and communicate to leadership
• Resolve Tier 1 and Tier 2 tickets autonomously as much as possible
• Track the lifecycle of open tickets and engage in upward and cross-functional communication to hold assignees accountable to ticket resolution
• Contribute to a culture of data-driven decision-making, continuous learning, and customer focus across the support organization.

Technical Support Analyst

• Engineering Liaison: Act as a technical partner to Engineering and Product teams, not just reporting bugs but providing reproducible test cases, code-level insights, and proposed fixes.
• Root Cause Leadership: Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base
• Strategic Incident Management: Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders.
• Systemic Improvement: Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership.
• Technical Mentorship: Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates.
• Observability & Tooling: Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers.

Senior Customer Care Technical Support Engineer

• Own and resolve complex escalated technical issues, serving as the point of contact for critical customer situations
• Deploy, configure, and optimize Cynet’s platform across diverse customer environments
• Analyze logs, configurations, and system behavior to diagnose and resolve advanced product issues
• Collaborate with R&D, Product, and QA teams to address bugs, edge cases, and long-term product improvements
• Partner with pre-sales and post-sales engineers to ensure smooth customer transitions and align technical expectations
• Deliver guidance and mentorship to Tier 1 Support Engineers
• Maintain and contribute to internal documentation, knowledge base articles, tools, and troubleshooting guides
• Support onboarding efforts, upgrades, and integration workflows with best practices
• Influence product roadmaps by channeling feedback from real world customer scenarios

Tech Support Engineer – Tier 2

• Own assigned customer support cases from initial investigation through resolution or escalation.
• Troubleshoot issues involving device enrollment, endpoint agents, patch deployment, software installation, policy execution, and script behavior.
• Review logs, endpoint configuration, network settings, permissions, and security controls to identify likely root causes.
• Support customers across Windows, macOS, and Linux environments, with an emphasis on practical troubleshooting and clear next steps.
• Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting gaps, certificate issues, or permission restrictions.
• Communicate clearly and empathetically with customers, tailoring technical detail based on the audience, urgency, and account context.
• Gather complete escalation details for Engineering, including logs, reproduction steps, configuration details, customer impact, and severity.
• Create and update internal and customer-facing knowledge base articles, troubleshooting guides, and support playbooks.
• Partner with Support teammates, Customer Success, Product, and Engineering to improve workflows, reduce customer friction, and strengthen the support experience.

Associate Technical Support Engineer

• Become a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflows
• Be first line of contact for Canoe’s production customer base, answering cases related to how-to’s, troubleshooting, and training
• Work cross-functionally with Canoe teams to solve client inquiries and streamline processes
• Respond to client inquiries in a consistent, concise and timely manner
• Collaborate with Canoe’s Product team to relay ideas/feedback and track the resolution of reported bugs
• Coordinate with Canoe’s Data Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data
• Facilitate enhanced client experience by contributing to maintenance of the Canoe Help Center
• Conduct client trainings focused on foundational functionality and best practices
• Contribute to Support roadmap project items concerning AI adoption and workflow optimization

Support Analyst

• Provide frontline technical assistance to end users supporting mission‑critical Navy and DoD operations
• Communicate directly by radio with military aviators during combat training missions
• Monitor aircraft ordnance drops and electronically score for accuracy
• Obtain and record scoring information via computerized programs
• Ensure safe training environment through personnel access control
• Operate and maintain electronic scoring systems and other range target and simulator systems
• Perform maintenance on systems
• Complete and maintain Job Qualification Standards (JQS) within specified timeframes
• Additional duties may include driving pickups and all-terrain vehicles or similar vehicles
• Facility access control and security system maintenance
• Facility maintenance and housekeeping duties
• Working to a flexible schedule due to mission requirements

Technical Support Specialist

• Troubleshoot and resolve moderately complex and sometimes ambiguous incidents across applications and integrations
• Perform advanced data analysis and debugging to identify root causes of system issues
• Implement configuration changes and light development fixes to resolve issues and improve system performance
• Own issues end-to-end, including diagnosis, resolution, validation, and documentation
• Identify systemic issues and contribute to long-term solutions and process improvements
• Partner with development teams to refine escalations and reduce repeat issues
• Contribute to knowledge base improvements and automation opportunities

Application Development and Support Engineer II

Client Support Analyst

• 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

• Serve as an escalation point for Tier 1 support analysts, resolving complex Salesforce access, configuration, and data issues
• Manage internal client relationships by carrying out advanced Salesforce requests and providing consistent, proactive communication to business stakeholders
• Produce, update, and maintain best practice Salesforce support documentation, runbooks, and knowledge base articles
• Provide detailed incident summaries, root cause analysis, and propose long-term solutions for recurring platform issues
• Troubleshoot and resolve advanced Salesforce issues including sharing rule conflicts, permission set group assignments, complex profile configurations, and OWD (Org-Wide Default) related access problems
• Configure and maintain declarative automation including flows, validation rules, approval processes, and process builders under change management guidelines
• Perform advanced data operations using Data Loader, Workbench, and SOQL queries; support data quality initiatives including deduplication, mass updates, and data migrations
• Build and modify reports, dashboards, and report types to support business reporting needs
• Maintain and update ServiceNow tickets daily with accurate, reproducible details and ensure SLA adherence across the Salesforce support queue
• Support release management activities including sandbox refreshes, change set deployments, and post-deployment validation in production
• Monitor Salesforce platform health including API limits, storage usage, license thresholds, integration failures, and scheduled job errors; report and remediate issues immediately
• Coordinate with Salesforce Platform Engineering on bug triage, defect resolution, and enhancement requests
• Lead Salesforce training sessions, office hours, and onboarding walkthroughs for new users and divisions
• Assist in troubleshooting integrations between Salesforce and connected systems (Invoca, OwnData, ServiceNow, and Lennar internal applications)
• Provide weekly status reports summarizing case volume, trend analysis, resolution times, and outstanding issues
• Monitor and assist with coordinating third-party Salesforce support contractors and managed service partners
• Mentor and provide guidance to Tier 1 Salesforce Support Analysts on case resolution and platform best practices
• Perform other duties as assigned by the Salesforce Support Manager

Salesforce Support Analyst II

• Provide support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system.
• Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
• Onsite Desktop Support Technicians typically work on-location within a Blue Mantis client’s facilities.
• Technician will receive ticket escalations, direct end-user escalations, and participate as instructed in the Help Desk call queue.

Desktop Support Engineer, L1

• ***Are you the one we’re looking for?***
• Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products.
• This role requires the ability to understand our complex products and our users’ needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams’ success.****
• ***Get to know us a little.***
• At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrases... they are part of our everyday reality, and yes, we're proud of it!

Product Support Analyst – Software

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.
• Troubleshoot all incidents and escalate to higher levels as needed.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Coordinate onsite dispatch of Telecommunication technicians to repair services
• Respond to automated alerts from monitoring tools according to procedure.
• Use diagnostic tools to ascertain the level and criticality of the problem.
• Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.
• Diagnose problems and resolve them in an expeditious manner.
• Work with Engineers to resolve production problems.
• Write thorough trouble ticket notes on production incidents and problems.
• May write or revise system documentation and procedures.
• May be required to travel (10% for training and other functions)

Advanced Technical Support Engineer

• Act as the Tier 2 escalation point for the help desk team, managing complex incidents requiring advanced troubleshooting
• Provide expert hands-on support for Windows 11 PCs, Mac devices, laptops, desktops, printers, and peripherals
• Troubleshoot and resolve software issues, including Microsoft 365, Outlook, Teams, SharePoint, and other core business tools
• Administer Active Directory and Microsoft 365: create, modify, and manage user accounts, passwords, and permissions
• Configure, deploy, and maintain new user devices in compliance with company standards and security requirements
• Perform system patching, updates, and endpoint maintenance across devices
• Assist with employee onboarding/offboarding processes including provisioning, access management, and equipment handling
• Support and maintain workflows and user issues within Hyland OnBase Workflow and WorkView, including troubleshooting end-user access and process issues
• Provide functional support for Revenue Manager and Cerner applications, coordinating with vendor support as needed to resolve incidents and maintain uptime
• Document all incidents, resolutions, and procedures in the IT ticketing system and knowledge base
• Collaborate with other IT staff to identify recurring technical problems and implement process improvements
• Provide remote user support and coordinate resolutions for other office locations as required

IT Support Technician, Level 2

• Interpreting contracts within projects to Provide setup and billing support for all Risk products we provide.
• Identifying, coordinating, and implementing process and system improvements in contract setup simplification, workflow, billing/invoicing, and general back-office support.
• Working closely in a team environment building an effective working relationship with the sales teams and internal processing teams such as MBS Accounting, Customer Accounting, Back Office, IADP, Support, Pricing, and Product
• Investigating and improving customer satisfaction, addressing issues such as customer billing and invoices, order processing, and account and user provisioning policies.
• Compiling data, verify pricing, compute fees and charges contract for billing purposes.
• Implementing all Fulfillment related requests in outlined workflow & processes.
• Ensuring accurate completion of all received projects/requests while maintaining turnaround time to meet business requirements and required accuracy rates, ensuring needs are fulfilled.
• Troubleshooting any billing/invoicing/account set up related inquiries.
• Performing all other duties as assigned.

Account Support Analyst

• Engage with customers to provide technical assistance, troubleshooting, and best-practice guidance.
• Diagnose, reproduce, and resolve issues related to agent connectivity, device enrollment, patch deployment, software installation, policy execution, scripting, operating system updates, and endpoint communication.
• Gather logs, validate defects, and submit clear, actionable bug reports to Engineering.
• Collaborate cross-functionally with Engineering, Customer Success, Professional Services, and Product teams to resolve customer issues, share technical insights, and improve the overall customer experience.
• Provide timely, accurate, and empathetic customer communication.
• Create and maintain knowledge base articles, internal troubleshooting runbooks, and documentation that improve support quality and customer self-service.
• Stay current on Automox product capabilities, operating system updates, endpoint management practices, security tools, and relevant IT technologies.
• Participate in a rotating after-hours on-call schedule for critical customer issues, with defined escalation paths and severity criteria.
• Contribute to internal initiatives that improve support workflows, diagnostic tooling, documentation, escalation processes, and team efficiency.

Technical Support Engineer

• Document and manage customers’ reported issues
• Monitor and respond to customer inquiries
• Build proficiency in incident management systems like Zendesk and Salesforce
• Collaborate within the company to solve hard problems

• Serve as the escalation point for complex, high-severity, and unresolved issues from Tier 1 — taking full ownership from intake through resolution.
• Conduct deep-dive investigations into product behavior, data integrity issues, integration failures, and accounting edge cases.
• Build, document, and manage defects in the appropriate tracking system with clear reproduction steps, impact assessment, and supporting evidence.
• Own the lifecycle of defect-linked tickets — tracking status, communicating updates to customers and internal stakeholders, and driving closure.
• Distinguish between user error, configuration issues, and true product defects with rigor and speed.
• Act as the primary liaison between Support and Engineering — translating customer-reported issues into precise, developer-ready documentation.
• Participate in defect triage and prioritization discussions, providing support-side context on customer impact, frequency, and urgency.
• Maintain clear, consistent communication on defect status and timelines across both engineering and customer-facing teams.
• Develop a working understanding of Rentvine's technical architecture, data models, and integration ecosystem to improve diagnostic accuracy over time.
• Provide real-time support to Tier 1 through swarming on active tickets and live troubleshooting collaboration.
• Conduct structured feedback loops on escalated cases — helping Tier 1 agents understand what could have been resolved at the first tier and how.
• Identify recurring escalation patterns and build training content, playbooks, or escalation decision trees to reduce future escalation volume.
• Lead outbound communication on complex, high-impact, or time-sensitive customer issues via phone or scheduled meetings.
• Set and manage customer expectations around resolution timelines, workarounds, and defect status with professionalism and transparency.
• Identify when issues require broader account attention and engage Account Management, Onboarding, or Customer Success teams appropriately.
• Own and expand the internal knowledge base for Tier 2-level issues, integration behaviors, and complex accounting scenarios.
• Contribute to customer-facing help content in partnership with the Product and Training teams.
• Proactively identify workflow inefficiencies, tooling gaps, and product experience issues — and bring well-formed recommendations to leadership.

Technical Support Analyst – Tier 2

• Own inbound customer inquiries via phone, email, and live chat — responding promptly, professionally, and with measurable impact on customer satisfaction.
• Serve as a trusted advisor to clients, guiding them through complex platform questions and helping them get maximum value from Rentvine's features.
• Create, manage, update, and resolve support tickets with accurate documentation and timely follow-through.
• Consistently meet or exceed established SLAs, CSAT targets, and team KPIs.
• Diagnose, investigate, and resolve software, accounting, and workflow-related issues with a structured, methodical approach.
• Identify recurring issues and escalate complex or high-impact cases to Tier 2 or Engineering with clear, thorough context.
• Document troubleshooting steps and resolution outcomes in a way that enables team-wide knowledge sharing.
• Develop and maintain deep expertise in Rentvine's platform, including accounting modules, reporting tools, integrations, and operational workflows.
• Guide customers through best practices, configuration options, and system navigation to help them work more efficiently.
• Serve as an internal resource for team members on platform behavior and edge-case scenarios.
• Contribute to the continuous improvement of the knowledge base, internal SOPs, and customer-facing help content.
• Capture customer feedback to surface trends to Product, Engineering, and Leadership.
• Collaborate cross-functionally with Onboarding, Account Management, and Customer Success to ensure a seamless customer experience.

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Desktop Support Technician – Onsite

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Senior Customer Care Technical Support Engineer

Tech Support Engineer – Tier 2

Associate Technical Support Engineer

Support Analyst

Technical Support Specialist

Application Development and Support Engineer II

Client Support Analyst

Senior Application Support Analyst

Salesforce Support Analyst II

Desktop Support Engineer, L1

Product Support Analyst – Software

Advanced Technical Support Engineer

IT Support Technician, Level 2

Account Support Analyst

Technical Support Engineer

Technical Support Engineer

Technical Support Analyst – Tier 2

Technical Support Specialist, Tier 1