Support Engineer

• Provides self‑service support by testing and evaluating AI‑driven experiences.
• Analyzes live case and self‑service data, identifying opportunities for scalable self‑service solutions.
• Reviews AI performance, validates response accuracy.
• Partners cross‑functionally to convert repeat case drivers into effective self‑service and AI‑enabled resolutions.
• Tests, validates, and evaluates AI-powered self-service solutions for accuracy and quality.
• Analyzes case data and customer interactions to identify improvement areas.
• Collaborates with partners to convert case‑driven issues into self‑service content.
• Monitors and supports improvement of AI containment and customer experience indicators.
• Develops and maintains knowledge base and support documentation for AI training data.
• Gathers requirements and prioritizes automation initiatives.
• Benchmarks automation performance against industry standards.

Digital Operations Support Analyst – Self-Service, AI

• 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

• Ensure implemented IT solutions are functioning at an optimal level and end-users’ needs are met
• Provides end-user support including training on new device capability, basic device operations, accessing network resources, and device security best practices
• Supports and follows established procedures for managing incidents and request tickets while adhering to SLA’s, documenting updates in incident/request with actions taken including client communication and closure with complete resolution documentation
• Analysis, configuration, installation, maintenance, upgrades and retirement of hardware and software which require 24/7 support
• Communicate with field leadership team on task updates, potential risk or concerns that may impact assigned project

Senior IT Technical Support Engineer

• Performs IT functions such as analysis, evaluation, testing, debugging and implementation of applications programs.
• Analyzes operating systems, database, or utilities software.
• Plans, conducts, and directs the analysis of business problems with systems solutions.
• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging computer systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Experience with Networking, Active Directory, SQL Server, Esri ArcGIS Pro.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
• Involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Creates tests, tools, and diagnostic procedures for use by product support personnel.
• May quality check technical product documentation.
• Ability to use scripting toolsets.
• Familiarity with HTTP, REST, FTP, SFTP etc.
• Ability to test APIs using tools such as PostMan.
• Experience with SCRUM/Agile methodologies.
• Enjoys 'breaking' systems in the lab and then fixing them.
• Takes help desk tickets and reproduces in the lab.
• Expert at researching issues and correlating them to the problems being reported to find resolution. This is regarding security vulnerabilities being reported, stack traces found in the Windows Event Log, correlating other third party software issues to how they could impact our software.
• Ability to find workarounds for something that isn't immediately fixable.

Location Services Support Technician

• Provide platform stability and production support for cloud-based services
• Own incident tickets through the full lifecycle
• Collaborate with engineering, platform, product, and operations teams
• Lead or contribute to root cause analysis
• Ensure platform reliability through monitoring, alerting, security, and operational best practices
• Respond to and manage production incidents impacting Azure services
• Drive reliability, stability, and operational readiness improvements across cloud platforms
• Develop, maintain, and improve clear, actionable runbooks for operational support
• Lead knowledge transfer sessions

Digital Tech Support Analyst

• 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

• 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

• 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

• On-site and remote support for up to 500 users.
• Troubleshoot and resolve hardware and software issues.
• Support for desktops and laptops.
• Support for communication equipment.
• Setup and maintenance of printers.
• Installation of operating systems.

Desktop Support Analyst

• Provide the best possible support and customer service to our clients.
• Handle requests submitted by customers, typically by phone.
• Ensure timely resolution of requests based on priority.
• Provide front line phone coverage and participate in various call center groups.
• Provide technical support for issues related to computer systems, software, and hardware.
• Log and track support requests in ConnectWise.
• Brief customers on the status of current resolution efforts.
• Follow up with customers to ensure issues have been resolved.

IT Support Engineer

• Diagnose and resolve complex customer-reported incidents across ARS, SRM, SmartIT, and Smart Reporting.
• Build and refine workflows to automate ITSM processes and simplify user steps within the BMC Helix ecosystem.
• Maintain foundation data, manage access rights/security administration, and assist with user onboarding.
• Build and maintain REST-based API integrations with third-party systems and monitor system performance.
• Escalate unresolved anomalies directly to BMC Helix R&D while documenting edge cases and contributing to the knowledge base.

BMC Helix Support Engineer

• Provide technical support to customers via phone and email.
• Troubleshoot platform issues using browser Developer Tools (Network and Console).
• Investigate customer-reported issues and identify root causes.
• Review and update records within internal administrative platforms.
• Monitor workflow status and validate transaction progress.
• Troubleshoot issues involving third-party integrations and external verification services.
• Investigate API requests and asynchronous system processes.
• Escalate software bugs to the engineering team with detailed findings and reproduction steps.
• Collaborate with Product, Engineering, and Operations teams to resolve complex technical issues.
• Maintain accurate documentation of support cases and resolutions.
• Deliver an exceptional customer experience through professional and timely communication.

Technical Support Engineer

• Responsible for the implementation of customer projects for systems based on IBM i Power platforms.
• Ensuring that customer requirements are fully understood and implemented in accordance with the timescales defined by both the customer and the cloud provisioning team’s ROIs.
• Collaborating with SMEs from other technologies within the cloud provisioning team to provide accurate and comprehensible updates to the Project Managers and other stakeholders.
• Working with the Service Delivery Managers (SDMs) and the support teams to ensure the customer projects are accepted into service promptly.
• Providing accurate and complete information for the IBM i services provided to allow a smooth transition into production\live.
• Own project-related tasks and work with team members and customers to implement solutions for the IBM i platform.
• Deliver projects in line with customer requirements, project timelines, and deadlines set by Client Onboarding Specialists, including working outside normal business hours when required.
• Perform physical onsite installations of IBM Power servers; travel will be required.
• Complete IBM i system migrations using methods including tape, VTL, software replication, and storage replication.
• Support Client Onboarding Specialists by providing timely project updates and translating technical information into clear language for stakeholders.
• Work collaboratively with colleagues to streamline implementation solutions and document them for Acceptance into Service for the IBM i platform.
• Provide SME-level input to Technical Pre-Sales on prospective solutions being designed/scoped.
• Liaise with the Infrastructure team to ensure capacity requirements are communicated in a timely manner.
• Deliver efficient and effective support to internal and external customers, including resolving issues escalated beyond lower-tier support and attending customer sites as required.
• Act as senior advisor for customer escalations, and technical planning discussions.
• Support presales and solution discussions requiring IBM i technical.

Technical Support Engineer – Level 4

• Respond to customer inquiries via phone, email, and live chat with empathy, clarity, and accuracy.
• Diagnose and troubleshoot hardware, software, and connectivity issues
• Provide support for the following technologies: Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries
• Document issues, solutions, and patterns in our ticketing system to help improve future support.
• Collaborate with product and engineering teams to escalate complex issues and provide feedback for product improvements.
• Meet key performance metrics such as response time, quality, resolution rate, and customer satisfaction scores

Digital Tech Support Analyst – Cat Customer Support

Senior Digital Technical Support Engineer – Cat Customer Support

• Provide leadership and technical direction to resolve complex technical issues impacting the product and its integration into the customer system.
• Lead Continuous Product Improvement (CPI) projects to investigate and resolve product and process issues affecting Caterpillar Electric Power product.
• Complete root cause analysis and develop interim and permanent corrective actions to resolve complex product health issues.
• Develop appropriate procedures and plans to ensure product quality and evaluate results to identify functional deficiencies.
• Correct design flaws as needed.
• Evaluate production processes to identify defects in manufacturing and design.
• Modify designs to maximize production efficiency and product quality.
• Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
• Write technical specifications and instructions to ensure product quality and performance.
• Track and manage the status of projects from inception to release.

Senior Product Support Engineer

• Become an Iterable product expert for our Premier customers.
• Provide top-tier customer service to delight them.
• Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture.
• Answer customer inquiries through email, live chat, Zendesk, and phone.
• Categorize and prioritize customer inquiries.
• Write and update support documentation.
• Escalate complex issues to Customer Success Managers and the Engineering team.
• Present support topics in customer meetings, such as Quarterly Business Reviews.
• Share your expertise across the Support team and other departments at Iterable.
• Lead projects to address technical or process gaps for yourself or the team.

Senior Technical Support Specialist

• Provide Tier 1 technical support for end users onsite and remotely
• Troubleshoot hardware, software, and basic network issues on Windows and macOS devices
• Assist with new hire onboarding, including device setup, imaging, and account provisioning
• Support Microsoft 365, collaboration tools, printers, and mobile devices
• Document incidents, service requests, and resolutions in the IT ticketing system
• Escalate unresolved issues to senior IT staff while maintaining ownership and follow-up
• Participate in a rotating remote on-call schedule
• Assist with IT projects, equipment refreshes, and office support needs
• Adhere to company IT policies, security standards, and best practices

Support Center Analyst

• Answer and address support calls, walk-up customers and emails for first level technical support
• Resolve service calls using documented procedures
• Handle incoming tickets using our ticketing system
• Solve routine issues and escalate complex issues based on priority and tier level of need
• Input problems and resolutions into standardized company support center application
• Support IT team members on all aspects of work
• Handle routine calls to ensure timely resolution
• Address calls via phone, in-person and through email
• Provide technical support either by phone, remote access as needed
• Develop, execute and follow IT operational policies, standards and work instructions for end users
• Ensure customer satisfaction through continuous status updates
• Develop, manage, and maintain internal and external support documentation
• Monitor critical infrastructure systems through industry standard monitoring tools and systems

Information Services Technical Support

• Prepare and maintain meeting agendas, meeting minutes, action item trackers, and Monthly Status Reports (MSRs).
• Coordinate document reviews, adjudicate comments, and track revisions through completion.
• Support leadership briefings by preparing professionally formatted presentations, reports, and executive summaries.
• Research, draft, edit, format, and publish program documentation supporting MAF Mission Planning Systems Capability Drop-4 activities.
• Review technical and program documentation for accuracy, consistency, grammar, completeness, and compliance with Government standards.
• Maintain document repositories within SharePoint, Microsoft Teams, and other Government-approved collaboration environments.
• Collaborate with subject matter experts, engineers, analysts, trainers, and Government stakeholders to gather information and ensure documentation consistency.

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