Support Engineer

• 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

• Develop full-stack business applications using Python and the Anvil framework
• Design and implement innovative solutions, particularly within the AWS ecosystem
• Collaborate with consultants and industry specialists to solve client challenges
• Identify opportunities to create new service offerings and technology solutions for Baker Tilly clients
• Contribute reusable components and best practices that accelerate future development efforts

Technical Support Specialist

• Work collaboratively with Senior Analysts, Team Leads, and Management who will provide oversight and guidance for day-to-day duties
• Receive and respond to support requests (calls and emails) from restaurant managers experiencing challenges utilizing PAR OPS in their day-to-day operations
• Diagnose, troubleshoot, and escalate issues to Concierge Services and Level 2 Support analysts as needed
• Create, manage, and prioritize support requests through our ticket tracking software, Service Cloud
• Contribute articles to internal knowledge base and upload relevant information to internal SharePoint page to keep all tracking systems up to date
• Utilize a variety of programs to complete job functions including Data Central, Microsoft Office (OneNote, Teams, SharePoint, Outlook, etc.), RightAnswers, and Service Cloud
• Address technical issues by analyzing root causes, making informed decisions to resolve challenges often under time constraints

Support Analyst, Level 1

• Build deep familiarity with each customer's environment, goals, and constraints
• Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers
• Help customers translate their network management goals into NetBox workflows and adoption paths
• Serve as the bridge between what customers need and what the product can do
• Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades
• Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health
• Meet SLAs for response and resolution while keeping customers informed throughout
• Escalate proactively when revenue, stability, or customer trust are at risk
• Surface customer feedback and feature requests to Product with enough context to be actionable
• Build runbooks and troubleshooting guides that reduce repeat escalations
• Identify patterns in support volume and propose improvements to process or product
• Collaborate with TechOps on deep technical escalations and custom customer needs

Senior Customer Support Engineer

• Monitor the product health and quality performance in the field for the LPSD 3500 engine and aftertreatment systems for commercial Diesel applications
• Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
• Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
• Provide accurate financial forecasts for CPI projects requiring field support plans
• Work closely with dealers and Industry reps to Investigate and resolve complex customer technical issues
• Utilize Applied Failure Analysis (AFA) by investigating critical failures and adapt internal reports for external use
• Provide support for major problems to resolve warranty claims, develop ICA repair options and advise Caterpillar Industry teams and dealers on maintenance and service options
• Closely monitor and support the field population post production and provide monthly updates to the leadership team
• Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary
• Provide LPSD DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions
• Develop and maintain effective relationships with LPSD Engineering, Quality, and Cat Industry personnel to efficiently resolve customer problems
• Facilitate face to face meetings with key stakeholders to provide customer support updates and field service plans to gain approvals

Product Support Engineer

• Perform Tier 2 triage for production incidents
• Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior
• Analyze platform dependencies, workflows, monitoring events, and system health indicators to identify suspected causes and resolution paths
• Identify workarounds, ownership paths, escalation readiness, and supportable resolution options
• Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams
• Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication
• Develop and maintain runbooks, Standard Operation Procedures (SOPs), Known Error articles, diagnostic checklists, and support documentation
• Support Root Cause Analysis (RCA) documentation, Problem Records, Corrective Action tracking, and recurring incident reduction initiatives
• Partner with Product, Engineering, Operations, other Support areas, and business stakeholders to improve operational stability and support processes
• Reduce avoidable escalations and recurring production issues through improved diagnostics, documentation, and operational follow-through

Development Support Engineer

• Play a key role in the Aircraft Fleet Support team
• Troubleshoot remote and on-site issues of the Intelsat airborne systems
• Work closely with Operations, Development, and System Engineering to understand product functionality and drive defect resolution
• Evaluate system designs in partnerships with Aircraft Engineering
• Engage with the reliability and Quality teams to identify different hardware defects
• Manage 24X7 support of systemic aircraft issues as related to the Intelsat airborne system
• Review and redline installation documents and procedures
• Proactively identify, develop, and drive opportunities to improve processes and tools
• Troubleshoot and resolve systemic aircraft issues
• Create, review, and modify maintenance manuals, fault isolation manuals, Service bulletins
• Proactively identify defects by reviewing system data logs
• Drive root cause analysis and corrective action
• Achieve and exceed Performance KPIs

Intern – Fleet Support Engineering

• Manage relationships and collaboration between Support, Product Management, and Engineering groups to troubleshoot reported incidents, system outages, and complex escalations
• Provide an exceptional customer experience during technical support calls, emails, and chat interactions to help ensure seamless system performance
• Create technical documentation to serve as a job aid and expand the knowledge base for other technical professionals
• Train and mentor other innovators through both formal and informal program structures

Ecosystem Technical Support Specialist

• Serve as the senior escalation point for incoming issues transferred from Front Office support teams to accelerate resolution
• Methodically analyze and resolve complex technical problems impacting ASTRO Infrastructure across the globe
• Coordinate structural escalations directly with next-level Engineering teams when specialized product development intervention is required
• Support 24/7 technical operations by maintaining schedule flexibility across assigned shifts, including on-call rotations for service level agreement coverage
• Oversee the comprehensive, clear documentation of all technical interventions, troubleshooting steps, and incident timelines within the corporate ITSM system
• Observe system performance metrics and alert behaviors to proactively capture hidden technical operational insights
• Help to ensure all tiers of technical support stay fully informed of emerging system trends by authoring clear, structured knowledge base articles
• Share critical technical insights, workarounds, and best practices across the broader Technical Support organization to drive operational consistency
• Represent Motorola Solutions professionally during all customer-facing technical support engagements to help deliver high-value partnerships

Senior Customer Support Technician I – ASTRO Infrastructure

• ***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 customer service, effectively communicating equipment information and troubleshooting solutions
• Provide technical support to end users and field technicians over the phone and/or via email (30+ cases per day)
• Utilize equipment manuals, wiring diagrams, and parts listings to diagnose and resolve equipment issues
• Maintain all customer call information into a company database
• Work closely with manufacturers to recommend engineering changes and document equipment/component failure rates

Technical Support Specialist, Cold Side

• Provide day-to-day desktop and end-user support for employees across in-office, remote, and global environments
• Install, configure, test, maintain, and troubleshoot laptops, monitors, mobile devices, printers, peripherals, operating systems, and other end-user technology
• Research and resolve hardware, software, operating system, network, audio/video, and application issues in a timely and accurate manner
• Support SaaS applications, user accounts, permissions, password resets, and onboarding/offboarding tasks
• Assess needs for new tools, functions, and software applications, and recommend improvements to existing systems and workflows
• Help support collaboration, productivity, and AI tools used across the organization, including basic troubleshooting and user adoption support for approved AI tools and workflows
• Use AI tools appropriately in daily work to improve troubleshooting, research, documentation, knowledge sharing, and issue resolution
• Create and maintain clear documentation for applications, configurations, support processes, issue resolution, and knowledge articles
• Prepare reports, instructions, and user-facing documentation as needed to support consistent operations and end-user understanding
• Serve as a liaison between employees and vendors by helping coordinate installations, issue resolution, and follow-up
• Help ensure employees understand company policies and best practices related to the use of computers, networks, internet access, and business systems
• Partner with internal teams to improve the employee support experience, maintain asset tracking and device standards, and escalate more complex issues when needed while keeping stakeholders informed
• Other duties as assigned

Desktop Support Technician

• Process transactions and facilitates plan/customer data management validating client data and funding while maintaining and creating participant census data.
• Respond to questions from customers, producers, and supporting units.
• Prepares, maintains, reviews, and analyzes plan documents and electronic records ensuring that each customer plan administration is compliant according to the plan document.
• Collaborates with other 401K units to meet client needs while providing sales support from point of sale to ongoing plan administration.
• Supports operations and service teams with quality audits, system testing, and document internal procedures as well as assisting with onboarding and informal training for new associates.

Operations Support Technician – 401k

• Efficiently manage and prioritize incoming support tickets.
• Troubleshoot and resolve technical issues related to company products and services.
• Provide accurate and timely responses to customer inquiries.
• Escalate complex issues to the appropriate internal teams when necessary.
• Deliver immediate assistance for emergency situations.
• Handle inbound customer calls and provide clear, concise explanations of technical concepts.
• Foster strong customer relationships through effective communication and problem-solving.
• Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
• Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.
• Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
• Stay informed about product updates, features, and best practices.
• Participate in regular training sessions to maintain expertise in company products and services.
• Accurately document issues and resolutions using Salesforce or other CRM tools.

Customer Technical Support Specialist

• 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).

• 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

• 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

• Monitoring overall performance of assigned digital application products
• Handling customer issues through resolution
• Providing technical support for the dealer tools applications
• Service level manager for the managed service providing application support
• Incident management: identification, prioritization, investigation, troubleshooting, debugging of complex issues
• Change management: manage change tickets and activities to implement bug fixes
• Problem management: coordination/communication of problem management activities
• Resolution of commitments: formally document issues and provide follow-up on resolution process
• Stay current with all digital products and applications

Lead Technical Support Engineer

• 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

• Provide high-level technical support for Motorola ASTRO systems and Land Mobile Radio (LMR) infrastructure
• Drive incidents to resolution by performing initial triage, documenting troubleshooting steps, and escalating complex issues
• Maintain consistent, professional communication via phone, email, and ticketing systems
• Utilize and contribute to the knowledge database by implementing documented solutions and authoring new articles for previously undocumented technical issues
• Ensure all support and performance metrics are met while tracking outages through to the successful restoration of services
• Collaborate across functional lines to provide feedback on operational processes and participate in training to stay current on evolving systems and applications

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