Support Engineer

• Drive the stability and performance of our global network infrastructure by proactively identifying and resolving complex connectivity challenges for our enterprise customers.
• Orchestrate the end-to-end lifecycle of network support initiatives to ensure seamless service delivery and high customer satisfaction.
• Elevate the internal support ecosystem through the development of robust troubleshooting documentation and advanced diagnostic tools that simplify complex workflows.
• Transform network reliability by consistently meeting aggressive service-level agreements and reducing mean-time-to-resolution for critical incidents.
• Empower our technical teams to maintain superior operational standards through data-driven performance metrics and continuous process improvement.

Senior Network Support Engineer

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
• Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
• Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
• Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
• Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
• Assist with user onboarding and offboarding tasks, including device setup and access provisioning.

MSP Technical Support Specialist

• Act as the first point of contact, responding to a high volume of support tickets via various communication channels that include email, phone and chat
• Exceed customer expectations by providing timely responses and creating a positive experience
• Get hands-on experience by owning support escalations & bugs - troubleshooting, gathering facts, and replicating issues before escalating to R&D
• Prioritize urgent requests by responding to them in adherence to our SLAs
• Assist customers with general support inquiries including, but not limited to, login, user management, messaging, and settings requests
• Maintain meticulous records of your troubleshooting efforts in Salesforce gaining practical experience with these platforms
• Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues
• Aim to become a Subject Matter Expert across all our advanced premium features and API integrations
• Take on special projects and additional duties as needed, providing variety in your role

Technical Support Specialist II

• Mejorar y mantener la salud técnica SEO del sitio web, enfocándose en Core Web Vitals, metadatos, datos estructurados, arquitectura web y rastreo.
• Lidera la estrategia SEO para aumentar tráfico orgánico y resolver problemas técnicos.
• Colaborar con otros equipos para integrar el SEO técnico en favor de los objetivos de negocio.
• Realizar auditorías técnicas SEO periódicas y profundas para identificar, priorizar y resolver problemas de rastreabilidad, indexación, rendimiento, seguridad, arquitectura, compatibilidad móvil y accesibilidad.
• Definir, documentar y supervisar la implementación de mejoras técnicas SEO en colaboración con el equipo de desarrollo, optimizando código, servidores y velocidad de carga bajo las mejores prácticas.
• Gestionar y optimizar la indexación y el rastreo del sitio, diagnosticando y resolviendo errores críticos, administrando robots.txt, sitemaps XML y asegurando un uso eficiente del presupuesto de rastreo.
• Planificar y liderar migraciones SEO complejas, garantizando auditorías previas, mapeos de redirecciones, validaciones técnicas y seguimiento post-lanzamiento para minimizar riesgos de pérdida de tráfico.
• Monitorear, analizar y reportar el rendimiento técnico SEO mediante herramientas especializadas, generando insights accionables y recomendaciones claras para la toma de decisiones estratégicas.

Technical SEO Analyst

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
• Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
• Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
• Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
• Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
• Assist with user onboarding and offboarding tasks including device setup and access provisioning.
• Contribute to the internal knowledge base by documenting common fixes and workarounds.
• Maintain professionalism and clear communication throughout the support lifecycle.

Help Desk Support Technician, MSP

• Brindar soporte técnico de primer nivel a usuarios finales.
• Atender y resolver incidencias relacionadas con software y hardware de equipos de cómputo.
• Brindar soporte básico a dispositivos móviles (smartphones).
• Dar seguimiento y documentación a tickets de servicio.
• Atender consultas y requerimientos de usuarios vía telefónica.
• Escalar incidencias cuando sea necesario a niveles superiores de soporte.
• Mantener comunicación efectiva con los usuarios para asegurar la resolución de problemas.
• Apoyar en la instalación, configuración y actualización de software.
• Generar reportes básicos y seguimiento de actividades utilizando Excel.

Ingeniero de Soporte

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Consults with users to determine appropriate hardware and software needs.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions
• Support other team members to ensure program success

Technical Support Advocate, T1

• Act as the primary interface for incoming support inquiries
• Provide comprehensive support for Tier 1 and designated Tier 2 complexities
• Analyze and remedy concerns regarding platform functionality and various integrations
• Route sophisticated technical hurdles to advanced engineers or internal partners
• Manage support interactions involving REST APIs and identity management tools
• Maintain professional and empathetic dialogue with customers
• Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles
• Develop content for the knowledge base
• Perform technical validation and testing to replicate bugs reported by users
• Identify emerging support patterns or recurring friction points
• Collaborate across Product and Engineering departments

Associate Technical Support Engineer

• Lead, coach, and develop a team of Technical Support Engineers
• Manage day-to-day support operations, including queue health and case quality
• Serve as a point of leadership escalation for high-priority customer issues
• Build partnerships with Engineering and Product teams for improvement
• Establish and refine support processes, workflows, and escalation paths
• Use metrics to identify trends and drive operational improvements
• Ensure the team can troubleshoot issues involving integrations and APIs
• Partner on hiring and organizational design as the team scales

Manager, Technical Support

• Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
• Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
• Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution.
• Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
• Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth.
• Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
• Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
• Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design.
• Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
• Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.

Senior Manager, Technical Support

• Handle inbound technical support calls and emails from residents experiencing issues with their smart home devices
• Troubleshoot common problems such as Wi-Fi connectivity issues, device pairing failures, and general setup questions
• Walk residents through solutions clearly and calmly, adjusting your explanations to their level of comfort with technology
• Log and manage all interactions accurately in CRM software
• Handle both voice and email support channels, managing multiple tasks at the same time
• Stay up to date with product changes and adapt to an evolving support environment

Technical Support Agent – Smart Home Technology

• Supports the monitoring, investigation, and resolution of technical issues reported by clients or internal teams
• Focuses on incident handling, hands-on troubleshooting, data analysis, and pattern identification across cases
• Ensures issues are accurately diagnosed, documented, and resolved

Technical Support Trainee – 3 Months Project

• Own client issues end-to-end. Receive, assess, and resolve technical requests within SLA - diagnosing problems, performing root cause analysis, and escalating complex issues to the engineering team in a structured way.
• Monitor proactively. Track the daily performance of Winnow systems across your client base and contact sites before small issues become big ones.
• Work hands-on with hardware. Support, install, and maintain Winnow Vision systems (cameras, scales, tablets, connectivity) in live kitchen environments, and manage local stock, assembly, and shipping of equipment for client deployments.
• Be on-site where it matters. Visit client kitchens across the Riviera Maya to install, troubleshoot, and train, building trusted relationships with chefs and F&B teams.
• Turn knowledge into assets. Develop product documentation and contribute to our internal knowledge base so the whole support team improves with every ticket.
• Report on what counts. Produce regular site performance reports and contribute to weekly and monthly support KPIs.

Technical Support Engineer, L1/L2

• Proactively manage customer interactions by providing exceptional support
• Assist with in-house engineering tasks related to product, process, and software enhancements
• Conduct product demonstrations, trials, installations, maintenance, and troubleshooting
• Deliver presentations, generate reports, and perform data analysis to drive improvement
• Provide technical support to clients and assist with calibration and performance management

• Provide Level 1 Technical Support to March CSPs, End Customers, Incident Investigators, Sales Engineers, and Sales Managers via phone, chat, and email
• Foster trust and build strong relationships with Customers and Sales Engineers
• Maintain a high level of professionalism and manage customer expectations under multiple scenarios
• Adapt quickly and frequently to changing priorities as Critical Customer issues occur and work closely with other teams to drive solutions for issues
• Provide RMA (return material authorization) services for March Networks hardware
• Maintain accurate and timely records of all Customer communications in Salesforce
• Investigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysis
• Perform remote diagnostics and occasional onsite troubleshooting to resolve Customer issues
• Participate in after hours on-call rotations for 1-week durations
• Create knowledge base articles to document solutions
• Develop expertise and maintain strong analytic and troubleshooting skills with March Networks recorders, encoders, cameras, and third-party cameras
• Develop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmware
• Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies

Level 1 Technical Support Specialist

• Provide support for EDI transactions, FTP file transfers, ABI/customs uploads and general application support for Southern Border customer-related processes.
• Support Southern Border Operations with troubleshooting issues related to customs clearance.
• Coordinate with customers for FTP password changes and configuration requirements.
• Support client testing, validate application errors, perform retriggers/reprocessing, and work with business, technical, client, and vendor teams to ensure smooth shipment and customs data processing.

Application Support Analyst – EDI, FTP, Customs/ABI

• EDI Transaction Support
• Provide day-to-day application support for EDI transactions and file-based integrations.
• Troubleshoot EDI failures, missing/rejected files, formatting issues, data discrepancies, and transmission errors.
• Coordinate with internal teams, clients, and vendors to resolve EDI processing issues.
• Support EDI testing during client onboarding, Application fixes, enhancements, or application changes.
• FTP / FTP2 File Transfer Support.
• Support FTP-related activities, including coordination with the FTP group for requesting FTP accounts for vendor’s, password changes, connectivity issues, access updates, and file transfer requirements.
• Validate successful file movement after FTP password changes, configuration updates, or access modifications.
• Ensure secure and accurate exchange of files between internal systems and external partners.
• Client Testing & Meeting Support.
• Support testing and validation of the layouts, including file structure, field mapping, formatting, required fields, and business rule compliance.
• Identify and report layout mismatches, missing data, invalid values, or file formatting issues.
• Coordinate with QA, development, business, and client teams for testing and issue resolution.
• Participate in client/internal meetings to review layout requirements, testing results, defects, and required changes.
• ABI / Customs Support.
• Support ABI/customs-related uploads and downloads and monitor customs data exchange processes.
• Troubleshoot customs file failures, rejected records, missing shipment data, incorrect customs information, and processing errors.
• Coordinate with business and technical teams to resolve customs processing issues.

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