Support Engineer

• Provide Tier I/II technical support for Watchtower customers and end users.
• Troubleshoot hardware, software, network, and mobile device issues across multiple environments.
• Support Android, iOS, Windows, and Linux operating systems.
• Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements.
• Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel.

Network Support Technician

• Serve as a primary point of contact for technical support requests, hardware and software issues, and network issues for employees via phone, email, chat, or in person.
• Diagnose and resolve technical problems, escalating complex or security sensitive issues to higher‑ level support teams as required.
• Provide training and guidance to users on A/V systems (e.g., Microsoft Teams Rooms, conference room technology) and productivity tools.
• Configure, deploy, and maintain desktops, laptops, and mobile devices, including operating systems and software installations.
• Ensure IT assets are accurately tracked and documented; maintain up-to‑date records in asset and configuration management systems.
• Ensure strict adherence to ITAR regulations, company security policies, and audit requirements when handling systems, data, and user access.

IT Technical Support

• Be the first line contact to answer product questions and resolve issues for all our customers (Enterprise, Premier, Standard), while deeply understanding scientist pain points for our global customer base.
• Become a Benchling product expert. Leverage this knowledge to assist in users through troubleshooting customer support tickets and creating and updating internal/external knowledge articles.
• Collaborate with our internal teams to coordinate on customer issues through resolution.
• Document continuously changing product knowledge in internal help articles.
• Occasionally deliver in person or virtual trainings for customers and for marketing events (Benchling Bootcamps, Benchtalk, etc).
• Participate in and lead internal Support projects to continuously improve Support processes and elevate our customer’s Support experience.

Product Support Analyst

• Provide escalation support for security products including Zero Trust Security platform
• Ensure application and network performance, reliability, and security for users
• Analyze software issues and work with R&D and PM to prioritize and schedule fixes
• Represent the organization as SME/Technical Lead in correspondence
• Manage partners integration and Beta Support
• Participate in on-call schedule (~2 occurrences per quarter)

Senior Product Support Engineer

• Manage a portfolio of strategic SaaS and On-Premise customers
• Act as a trusted advisor and customer advocate, ensuring a high-quality support experience
• Build and maintain strong relationships with strategic enterprise customers
• Influence internal teams across Support, R&D, Services, and Sales
• Identify risks to customer satisfaction and retention, and drive mitigation plans
• Monitor support activity, case trends, severity, and performance
• Guide customers on support processes, best practices, and operational optimization

Technical Support Account Manager

• Serve as the primary PACS technical support resource for customer healthcare IT projects.
• Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
• Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
• Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
• Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
• Ensure compliance with healthcare regulatory standards and internal IT policies.
• Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
• Deliver product and service training to administrators, service-level users, and customers as needed.
• Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.
• Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
• Integrate and support solutions within public cloud environments and DeepHealth platforms.
• Design, implement, document, and support technical solutions that meet customer and organizational requirements.
• Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
• Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
• Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

Technical Support Engineer, PACS

• Your main goal will be to ensure a predictable, high-quality, and scalable support engineering operation while empowering your team to perform at their best.
• To achieve this, you’ll act as the operational backbone of your domain—owning execution, driving consistency, and continuously improving how we support our users.
• Day-to-day leadership & team enablement:
• Run weekly team meetings, share key metrics, and track OKR progress
• Manage and mentor part of the team through 1:1s, feedback, and growth support
• Escalation point to the team
• Take part on the hiring process
• Cross functional work with other team leads
• Onboard new members to the team by ensuring tools, processes and enablement needs are covered
• Queue ownership & operational excellence:
• Monitor queue health (backlog, aging, spikes) and ensure tickets flow smoothly
• Investigate stuck tickets and drive them to resolution
• Remove blockers by coordinating with Tier2, Engineering, Product, or Support stakeholders
• Track key KPIs (e.g. average first response, resolution, number of replies) and ensure fast feedback loops
• Scheduling & coverage management:
• Design and maintain schedules to ensure consistent team coverage
• Adapt staffing based on volume, PTO, and ongoing projects/events
• Balance workload across the team to avoid burnout and inefficiencies
• Quality, CSAT & continuous improvement:
• Run QA checks on tickets to maintain high support standards
• Review CSAT feedback and turn insights into concrete improvements
• Identify recurring issues and build playbooks or automations to solve them
• Project & domain health:
• Track project and cycle health, ensuring steady delivery and follow-ups
• Maintain clean and up-to-date Linear cycles and weekly project updates
• Keep visibility on risks, blockers, and progress across initiatives
• Maintain a list of top customer pain points and share insights across teams.

Support Engineering Team Lead

• Build and expand MCP servers that expose Starfish's data management capabilities to LLM-powered workflows
• Develop intelligent agents that can reason over storage metadata at scale — including local LLM deployment and configuration using vLLM, Ollama, or similar
• Create workflow automation and chat-based interfaces for querying and acting on Starfish data
• Build proof-of-concept implementations and turn them into production-grade features
• Support customers through installation, configuration, and troubleshooting of AI features and integrations
• Get on calls with technical teams, understand their use cases, and translate requirements into working agents
• Document what you learn so the next person doesn't have to figure it out from scratch

AI Development & Support Engineer

• Provide technical assistance and day-to-day support for local and remote incoming inquiries related to computer systems, software, hardware, printers, and phones.
• Walk through the problem-solving process with staff both local and remote.
• Respond via email, ticketing system, and phone after leveraging diagnostic programs and other utilities to find resolutions to problems.
• Help the team document processes and procedures, including troubleshooting steps.
• Write end-user instructional manuals, guides, and maintain knowledge base articles.
• Participate and conduct technology workshops for end users.
• Ensure timely processing of on/off boarding staff (new hire/termination process).
• Assist with system patching and coordinate with the IT Infrastructure team on larger scale upgrades and security initiatives.
• Provide technology assistance and support guidance to the team.

Senior IT Support Engineer

• Provide high-quality technical support to Ketch customers.
• Partner closely with Professional Services team on technical solutions.
• Balance reactive support work with proactive engagement.
• Work directly with customer engineering teams, developers, and IT stakeholders.
• Serve as a primary technical support resource for US-based customers on East Coast hours.
• Own ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration.
• Document fixes, known issues, and reusable solutions for broader teams.
• Escalate to engineering when appropriate, while owning customer communication and resolution timelines.

Technical Support Engineer

• 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

• 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

• 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

• Respond to support requests through multiple channels
• Document support interactions in a company-wide case management system
• Document problems and solutions in short and clear articles for our knowledge domain
• Advance unresolved issues to senior staff
• Research, verify, and document product defects
• Manage personal backlog of support requests
• Manage customer and partner expectations by providing updates on progress
• Participate in product BETA programs and product testing events organized by the product division development teams
• Remain informed on improvements in supported products in relevancy to the ENI industry
• Influence product management and product development to make improvements

Technical Support Specialist, Civil 3D

• Respond to AutoCAD Electrical and AutoCAD support requests from customers
• Prioritize critical technical issues and monitor service level compliance
• Document support interactions in a company-wide case management system
• Advance unresolved issues to senior staff as required
• Research, verify, and document product defects
• Actively handle personal backlog of support requests
• Manage customer and partner expectations by providing timely updates on progress
• Assist in the fundamental development and maintenance of knowledge base quality

Technical Support Specialist – AutoCAD Electrical

• Answer all customer enquiries concerning operation and configuration of the Daytona, California, Monaco, Silverstone and Nikon Retina Station.
• Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
• Log every interaction into the CRM system.
• Call escalation to support teams for critical issues.
• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
• Research technical and software issues to identify trends for early detection and repair.

Tier 2 Technical Support Representative

• Build and maintain countrywide datasets across all lines of business and systems
• Develop, validate, and ensure the integrity of data used for business decision-making
• Optimize processes and procedures to ensure data accuracy, consistency, and timeliness
• Apply insurance domain knowledge to build datasets supporting Market Pricing analytical needs
• Collaborate cross-functionally with teams including Advanced Analytics, IT, and business stakeholders
• Partner with senior management to ensure analysis is clearly interpreted and drives appropriate action
• Identify and implement process improvements to enhance operational efficiency
• Make decisions across a wide variety of scenarios by interpreting guidelines and applying sound judgment and discretion
• Provide training, mentorship, and guidance to less experienced team members
• Communicate effectively with business partners and senior leadership
• Efficiently retrieve, manipulate, and analyze large datasets

Actuarial Technical Analyst II

• Provide advanced customer applications support to business development managers and customers, including Olink kit and core labs; this includes technical support, troubleshooting issues related to user technical skill, instrument operation, and data analysis to ensure highest customer satisfaction
• Actively collaborate with different departments of the company to find the best solution to queries and issues from Olink customers
• Ensure that customers receive the best possible support and service via e.g. telephone conferences, and e-mail
• Communicating courteously with customers by telephone, email, letter and keep accurate records of discussions and/or correspondence with customers
• Provide high quality internal support for analysis service teams
• Responsible for Olink support mailbox
• Make suggestions for improvements of product and internal process based on customer feedback
• Handle customer complaints, provide appropriate solutions and alternatives in a timely manner
• In charge updating all external cases and solution in SFDC
• Travel ~10% within North America, travel outside North America as needed

Technical Support Scientist, Olink Proteomics

• Lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support
• Enhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaboration
• Manage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacy
• Collaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levels

Technical Support Manager

• Monitor application performance and respond to alerts in a cloud-based environment (AWS)
• Investigate and resolve issues using logs, message tracing, and system analysis
• Perform root cause analysis and support ongoing system stability and performance improvements
• Participate in an on-call rotation (approx. 1 week/month, low volume)
• Work with client-provided data (often via spreadsheets) to validate, clean, and troubleshoot issues
• Support management of provider directories and other client datasets
• Analyze data discrepancies and partner with clients to resolve them
• Utilize tools like Excel, SQL, and BI platforms (e.g., PowerBI, Superset) to support analysis
• Participate in client check-ins and support conversations
• Communicate technical issues and resolutions in a clear, user-friendly way
• Build strong working relationships with clients through responsive, solution-oriented support
• Work closely with implementation, infrastructure, and product teams to resolve issues
• Support deployments and configuration updates (with guidance)
• Contribute to documentation, runbooks, and process improvements

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