Support Engineer

• ***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 advanced, consultative technical support to advisory firms and internal partners
• serve as a subject-matter resource across Orion's technology ecosystem
• apply deep platform knowledge and independent judgment to resolve complex technical issues
• guide technology adoption, validate system functionality, and mentor team members
• act as trusted advisors while supporting certification integrity and service excellence
• independently analyze advanced technical issues, configuration challenges, and workflow discrepancies
• provide consultative guidance on Orion platform capabilities (Reporting, Billing, Performance, Advisor Portal, Reconciliation, Trading, and other modules)
• deliver detailed system training and technical guidance to advisors and internal partners
• participate in build-week activities by testing, validating, and certifying system functionality
• collaborate with Product Management and Development teams on defects, enhancements, and functional changes
• act as escalation support for complex technical cases
• document technical configurations, solutions, and best practices
• mentor and coach team members through job-shadowing and real-time guidance
• lead certification efforts and support technical enablement programs

Technical Support Specialist

• Analyze business and technical requirements to identify and recommend effective system solutions.
• Translate business needs into functional specifications, workflows, and design documentation.
• Facilitate solution design discussions and support testing, implementation, and deployment activities.
• Lead and support technical projects through planning, coordination, communication, and implementation.
• Manage the business intake process for technology requests, enhancements, reporting needs, and operational improvements.
• Collaborate with stakeholders to assess needs, prioritize initiatives, and align solutions with organizational objectives.
• Perform data analysis and develop reports, dashboards, and visualizations to support business operations and decision-making.
• Troubleshoot complex system and data issues, including integrations with applications, databases, and third-party platforms.
• Create process documentation, user guides, and training materials, and provide end-user training and support.

Senior Technical Analyst

• Provide technical support (50% remote, 50% hands-on)
• Learn how to troubleshoot and resolve hardware and software issues
• Document user interactions and suggest improvements
• Communicate clearly with users and support them across the country
• Maintain a helpful and positive attitude
• Assist with office operations such as mail handling and assist with minor office repairs

Technical Support Intern, BTS

• Troubleshooting issues
• Supporting day-to-day requirements of our business units and clients
• Providing analysis and recommendations on existing technical solutions
• Playing a key part in technical projects
• Ensuring a quality service is provided to our clients
• Issue debugging and Incident management
• Performing data and system analysis
• Successful management of change into production
• Delivering and supporting IT projects and completing system configuration
• Supporting key business events and data migrations
• Collaborating with individuals and teams to promote knowledge sharing
• Escalating risks and issues to the Team Lead and Management as appropriate
• Gathering and documenting knowledge gained on known issues into an indexed knowledge base
• Analysing support enquiries to identify recurring user problems, recommend solutions and identify areas where support services can be improved

Product Support Analyst

• Provide exceptional support to our clients with meaningful and thoughtful communication – via phone (inbound and outbound calls), online support requests, and live chat
• Be a problem-solver that seeks to understand the heart of each client’s issue.
• Utilize multiple internal systems and software to understand client inquiries/issues, research possible solutions, and document all client communication
• Continually grow in your understanding of our product offerings to always provide value and expertise in every client interaction

Technical Support Analyst

• 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

• 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

• 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

• 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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