Support Engineer

• 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

• Act as a first point of contact for technology issues—diagnosing problems, researching solutions, escalating when needed, and documenting each resolution (40%)
• Set up, modify, and remove user accounts, roles, rights, and permissions across multiple systems, applying access policies accurately and consistently (25%)
• Move fluidly between a wide range of applications, learning unfamiliar tools quickly and reasoning through problems methodically (15%)
• Author and update knowledge base articles, help build and maintain the support website, and create documentation that reduces future support volume (15%)
• Deepen understanding of our platforms, explore new technologies that could improve service, and handle student and employee information in accordance with FERPA and BYU-Pathway policies (5%)

Student Technical Support Specialist – Part-Time

• Provide technical support to PWT sales and customers.
• Respond to design questions.
• Develop engineered solutions to complex design conditions.
• Meet or exceed the Engineering Service Level Agreement (SLA).

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Customer Care – Product Technical Support Specialist

• Act as the primary point of contact for our external facing teams.
• Investigate "stuck" orders or inventory sync issues.
• Learn to perform "Customer Change Requests" (CCRs).
• Translate customer frustrations into clear reports for engineers.
• Participate in the Weekly Operational Health Sync.

Technical Support Liaison

• Delivers daily on-site and/or remote support for end users, including workstations, peripherals, mobile devices, and standard enterprise applications
• Installs, configures, and maintains IT equipment (PCs, laptops, printers, VoIP phones, conference room systems) in accordance with approved standards and security policies
• Supports operating systems (e.g., Windows 10) and common enterprise software (e.g., Microsoft Office), including patching and configuration changes under change control
• Performs advanced diagnostics and root cause analysis, implementing long-term corrective actions to reduce repeat incidents
• Manages tickets in the IT service management (ITSM) tool, ensuring accurate logging, prioritization, documentation, and timely closure
• Maintains accurate asset and configuration records, supporting inventory, lifecycle tracking, and preparation of equipment for transfer or disposal
• Participates in IT projects and deployments (e.g., hardware refreshes, OS/application rollouts), including imaging, staging, testing, and cutover support
• Adheres to and promotes IT security, privacy, and safety policies, supporting audits and compliance requirements as needed
• Other duties as assigned.

Technical Support III

• 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

Senior Technical Support Engineer

• Lead and manage front-line support teams to deliver high-quality, timely, and customer-centric support.
• Proactively troubleshoot issues, support root cause analysis, manage executive communications.
• Own the P1/P2 incident response process, driving rapid remediation within restricted environments.
• Establish and monitor KPIs (e.g., SLA adherence, response time, CSAT, ticket backlog).
• Ensure 24/7 support coverage where applicable, including workforce planning and scheduling.
• Proactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.
• Hire, coach, mentor, and retain top support talent.
• Build career paths, training programs, and succession plans for team members.
• Drive initiatives to improve customer satisfaction and reduce friction in support interactions.
• Partner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.

Senior Manager – Frontline Support Engineering

• 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

• Resolve merchant technical issues in a high-volume support environment by diagnosing hardware, software, web portal, peripheral, and network-related concerns.
• Guide merchants through device activation, setup, configuration, and feature usage based on business needs and supported Clover workflows.
• Troubleshoot point-of-sale transactions, payment processing issues, and system errors by reviewing symptoms, configurations, and available diagnostic information.
• Use remote diagnostic tools, support systems, and internal resources to identify root causes and complete or coordinate issue resolution.
• Document support interactions, troubleshooting steps, resolutions, and follow-up actions in ticketing or customer relationship management systems.
• Partner with internal teams to escalate and track multi-issue cases, provide status updates, and support timely case closure.
• Contribute to process and knowledge improvements by identifying recurring issues and supporting updates to reference materials and support documentation.

Technical Support Specialist

• Provide technical support remotely and on site for highly complex problems involving equipment malfunction, on wafer issues, and performance enhancement programs.
• Use advanced troubleshooting methodologies and establish success criteria.
• Develop comprehensive action plans, analyze findings, and perform root cause analysis.
• Support FSO repair activities through escalation closure.
• Recommend best practices to improve products, processes, or services.
• Provide on-site coaching to FSO and support NPI development early in the product life cycle.

• Actively participate in the Software Development Life Cycle (SDLC) across requirements gathering, analysis, testing, and release activities for medium to highly complex initiatives
• Elicit, analyze, and document business and technical requirements, translating stakeholder needs into clear, actionable specifications for development teams
• Develop and maintain a deep understanding of business processes, systems, and how technical solutions enable internal and external stakeholders
• Apply strong critical thinking and problem-solving skills to evaluate options, assess tradeoffs, and recommend well-reasoned solutions
• Analyze the organizational, system, and process impacts of proposed solutions, identifying risks, dependencies, and downstream effects
• Identify change impacts associated with proposed solutions and support effective adoption by proactively surfacing risks and considerations
• Coordinate and support system testing and user acceptance testing (UAT), validating that delivered solutions meet defined requirements and quality standards prior to release
• Build and maintain strong working relationships with stakeholders through clear communication, expectation setting, and ongoing collaboration
• Create and maintain technical documentation, process flows, and reference materials to support implementation, troubleshooting, and future enhancements
• Serve as a subject matter expert for supported systems and domains, providing guidance and informal mentorship to peers as needed

Senior Technical Analyst

• Provide technical support to a mix of technical and non-technical customers
• Diagnose, troubleshoot, repair and debug complex software and/or networked systems
• Create, resolve, and maintain tickets, while escalating tickets to other teams as necessary
• Inform management of important issues regarding personnel, performance, customer perception, and project statuses
• Maintain accurate records of all activities and interactions in Salesforce

Technical Support Specialist – Weekday Overnight

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process.
• Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software.
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Support of multiple service platforms
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• Perform store escalations to management and other internal teams in order to provide quick resolution
• Additional responsibilities as required to meet business needs

Bilingual Spanish Client Support Technician

• Provide technical support remotely and onsite to FSO personnel
• Establish success criteria and develop comprehensive action plans
• Support and provide technical feedback to improve fleet performance
• Guide and coach field engineers in troubleshooting techniques
• Create troubleshooting guides and support technical documentation

DDP CVD Technical Support Engineer

• 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

• 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

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

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Technical Support Specialist

Technical Support Engineer

Senior Technical Analyst

Technical Support Specialist – Weekday Overnight

Bilingual Spanish Client Support Technician

DDP CVD Technical Support Engineer

Technical Support Agent

Technical Support Engineer 4

Technical Support & Sales Representative