Support Engineer

• 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.

Application Support Analyst – EDI Technician, FTP, Customs/ABI

• Implement and maintain Aumovio's global System and Security Management Solutions
• 3rd level support tasks for SSM team related topics
• Responsible for operational tasks & documentation within the SSM area
• Knowledge management and knowledge transfer to local IT Administrator community
• Troubleshooting, incident and problem management in the SSM area
• Improvement of existing management systems

On-Site Technical Support, L2

• Learn functionality of tools and systems offered by PickTrace to optimize customer experience and maximize value.
• Work in a fast-paced environment that requires adherence to assigned schedules.
• Collaborate cross-functionally to continuously improve our product & customer experience inline with customer needs.
• Ask questions to detect pain points by observing our clients’ interactions with our product, and document learnings and feedback from clients.
• Share detailed findings cross-functionally to clearly convey the voice of the customer (VoC) and collaborate to provide fast solutions.
• Deliver a best-in-class customer experience by managing and addressing a stream of phone, email, and chat inquiries to patiently guide our clients through the process of achieving their goals with PickTrace software.
• Create training materials and documentation to conduct training about our PickTrace product suite to drive effective adoption and best practice utilization of our solutions.
• Build relationships with our clients to establish yourself as a trusted point of contact for questions, concerns, and feedback in regards to our solutions.
• Seek continuous improvement from manager and coworkers regarding customer service processes to find strategies that ensure high levels of customer satisfaction.

Technical Support Specialist

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication.
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing all support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on-call rotation.

Application Support Analyst

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication.
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing all support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on call rotation .

SaaS Support Analyst – SQL Focus

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication.
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing all support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on call rotation.

Support Engineer – SQL, Web Applications

Technical Analyst – Data & Support

Technical Support Analyst

Technical Support Analyst – SQL

Technical Support Engineer – Mexico Only

Technical Analyst, SQL

• Respond to client emails in clear, professional English (AI-assisted but human-reviewed)
• Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications
• Develop strong contextual awareness of platform workflows, data flows, and business logic
• Identify whether an issue is user error, configuration issue, data problem, or system defect
• Execute basic corrective actions when possible (data validation, configuration checks, structured guidance)
• Escalate structured, well-documented tickets to the development team when required
• Raise change requests based on recurring client feedback
• Detect potential bugs, inconsistencies, or edge cases from client reports
• Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis

Support Engineer – AI-Driven

• Ayudar a los clientes a solucionar problemas técnicos
• Proporcionar orientación y documentar casos
• Colaborar con miembros experimentados del equipo para brindar experiencias de soporte excepcionales

Associate Support Analyst

• Brindar soporte técnico avanzado a usuarios finales, asegurando resoluciones rápidas y efectivas.
• Gestionar tickets, solicitudes y tareas a través de herramientas como Ivanti, priorizando la experiencia del usuario.
• Instalar, configurar y mantener equipos (PCs, laptops, móviles, impresoras y periféricos).
• Administrar cuentas, accesos y permisos, garantizando la seguridad y cumplimiento.
• Diagnosticar y resolver problemas de hardware, software y conectividad de red, escalando cuando sea necesario.
• Implementar y dar soporte a soluciones de colaboración (MS Teams, videoconferencia y A/V).
• Contribuir a la documentación técnica y base de conocimiento para mejorar procesos y autoservicio.
• Asegurar el cumplimiento de políticas de seguridad de TI y protección de datos.
• Gestionar inventarios de activos y colaborar con proveedores de tecnología.
• Capacitar a usuarios en herramientas digitales y buenas prácticas de seguridad.

On-Site Support Analyst, IT

• Support WAN/LAN infrastructures for several accounts.
• Provide life-cycle management, quality assurance, and customer communications.
• Perform technical troubleshooting support and coordinate with field support organizations.

Technical Support Engineer – L1

• Hands-on Salesforce developer supporting an active implementation.
• Primary focus on building and maintaining Lightning Web Components, implementing Apex-based logic when needed, and operating integrations via MuleSoft or direct REST/SOAP API connections.
• Responsible for production support, troubleshooting, and enabling the implementation team to deliver secure, testable, and performant solutions.
• Build, maintain, and troubleshoot Lightning Web Components (LWC); ensure accessibility, performance, reusability, and clear documentation.
• Implement server-side business logic with Apex (synchronous and asynchronous patterns), ensuring bulkification and governor‑limit safety.
• Integrate Salesforce with external systems via MuleSoft middleware or direct REST/SOAP APIs; own connector code, error handling, retries, and monitoring.
• Configure Salesforce where appropriate (objects, fields, page layouts, flows, security), prioritizing code-first solutions when complexity or performance demands it.
• Create and maintain automated tests (Apex unit tests, integration tests) and support CI/CD pipelines (SFDX, Git, automated deployments).
• Troubleshoot production incidents, perform root‑cause analysis, deliver hotfixes, and document runbooks and post‑mortems.
• Participate in technical design reviews, estimate implementation effort, and work with other developers on LWC/Apex/integration.
• Implement observability for components and integrations (logging, alerts, dashboards).

Support Developer – Salesforce

• Provide technical support to existing clients, ensuring a high level of service quality
• Manage and defend key accounts in a competitive market environment
• Conduct business development to identify and secure new business opportunities
• Understand customer needs and offer appropriate technical solutions
• Manage the business relationship, including price negotiations and the ongoing development of accounts
• Collaborate closely with colleagues in the United States and Mexico to ensure seamless support across the region

Senior Technical Support Engineer

• Provide best-in-class customer support for all AWS Services
• Guide customers through complex issues and troubleshoot AWS resources
• Analyze customer-facing cases related to AWS Services
• Provide front-line AWS support and resolve cases in-house
• Advocate for customers when cases are escalated to AWS
• Lead root cause analysis for recurring customer issues
• Collaborate with internal teams and deliver a positive customer experience
• Maintain full knowledge of current AWS services
• Act as a trusted AWS technical advisor

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