Support Engineer

• Lead and manage a multidisciplinary courseware team
• Oversee project performance, including cost, quality, and schedule reporting
• Translate contractual Statements of Work (SOW)
• Maintain integrated internal/external schedules
• Track and mitigate Risks, Issues, and Opportunities (RIO)
• Manage supplier relationships
• Drive continuous improvement of processes and tools
• Provide workforce leadership
• Prepare and deliver executive-level briefings

Support Engineering Manager

• lead and manage a multidisciplinary courseware team
• oversee project performance including cost, quality, and schedule reporting
• maintain integrated internal/external schedules
• track and mitigate Risks, Issues, and Opportunities (RIO)
• manage supplier relationships and provide oversight for third-party contributions
• prepare and deliver executive-level briefings and status updates

• Handle the installation, configuration, and decommissioning of end-user technology hardware, including laptops, desktops, tablets, smartphones, printers, and peripherals
• Provide on-site IT support for office corporate events, ensuring the functionality of IT and AV systems, including video conferencing (VC) units and telephony equipment
• Manage IT onboarding and offboarding processes, including the distribution, setup, and collection of end-user devices
• Support local site-specific technology, such as digital signage, printers, lab equipment, and other specialized systems
• Conduct routine inspections and maintenance of IT infrastructure to ensure optimal performance and compliance with standards
• Collaborate with central IT teams and Manage Service Providers to execute tasks and resolve issues requiring on-site intervention
• Act as remote hands to support the resolution of technical related issues, including troubleshooting and hardware replacements
• Document and report on activities, including hardware installations, decommissions, and issue resolutions, following established IT asset management processes
• Ensure adherence to IT security and compliance policies during all on-site activities
• Physically maintain local site IT infrastructure, including servers, UPS, and other end-user equipment as required
• Provide excellent customer service and technical support to end-users and stakeholders during corporate events and day-to-day operations.

IT On-Site Support Engineer

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

Technical Support Engineer

• Perform Tier 2 triage for production incidents
• Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior
• Analyze platform dependencies, workflows, monitoring events, and system health indicators to identify suspected causes and resolution paths
• Identify workarounds, ownership paths, escalation readiness, and supportable resolution options
• Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams
• Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication
• Develop and maintain runbooks, Standard Operation Procedures (SOPs), Known Error articles, diagnostic checklists, and support documentation
• Support Root Cause Analysis (RCA) documentation, Problem Records, Corrective Action tracking, and recurring incident reduction initiatives
• Partner with Product, Engineering, Operations, other Support areas, and business stakeholders to improve operational stability and support processes
• Reduce avoidable escalations and recurring production issues through improved diagnostics, documentation, and operational follow-through

Development 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

• Oversee all F-15 & T-7 provisioning requirements, activities and project initiatives
• Determine the range and quantity of support items required to operate and maintain end item deliverables
• Analyze engineering source data to identify and recommend spare and repair part requirements
• Provide analytical insights that enable the identification of inventory requirements for the customer
• Ensure provisioning decisions support both initial delivery and ongoing life cycle demands

Support Engineering Data Specialist

• Assist with the creation, execution, and validation of User Acceptance test plans and scripts
• Review VRU project requirements to ensure timelines are met and quality meets customer expectations
• Build and run reports such as Management Information Systems (MIS) or financial forecasts
• Research and interpret standard information and identify inconsistencies in data or results
• Assist in training team members on loan resources and provide testing assistance
• Prepare basic presentations for management
• Support trouble ticket resolution and training of new testers
• Assess risk in business decisions, demonstrating consideration for the firm’s reputation and compliance with laws and regulations.

Associate Operations Support Analyst

• Oversee all F-15 & T-7 provisioning requirements, activities and project initiatives
• Determine the range and quantity of support items required to operate and maintain end item deliverables
• Analyze engineering source data to identify and recommend spare and repair part requirements
• Provide analytical insights that enable the identification of inventory requirements for the customer
• Ensure provisioning decisions support both initial delivery and ongoing life cycle demands
• Formulates recommendations for spare and replacement parts at the appropriate level
• Assist in establishing stocking requirements
• Oversee the gathering, preparation and analyzing technical data for the development of support products

• Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)
• Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests
• Install hardware upgrades and parts replacements into existing equipment
• Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies
• Perform Network, Operating System, SAN Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedge managed customers and internal systems
• Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
• Maintain Data Center facility access for Lightedge employees and customers following the defined processes
• Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs
• Escalate to other teams per procedure following and maintaining SLAs
• Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs
• Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers. Continue as a lifelong learner through multiple training opportunities
• Provide after-hours support as part of an operations on-call rotation to maintain high availability of services

Support Technician

• 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

• Handle support tickets and resolve client issues within SLA requirements
• Field incoming calls and assist with emailed tickets as needed
• Collaborate with clients, the Service Delivery Manager, Team Lead, Escalation Engineer, and POD teammates to provide top-quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately track time
• Update technical documentation in the appropriate system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets with detailed notes, attempted remediations, and recommended next steps
• Train, mentor, and assist Support Technician I teammates
• Identify possible major incidents and notify the Team Lead or Service Delivery Manager immediately
• Find alternative workarounds when established procedures do not resolve the issue
• Train users on supported software and hardware
• Assist clients with business line software installation and related infrastructure or end-user services
• Coordinate with vendors for client-related support ticket resolution
• Ensure all cases are followed up on in a timely manner
• Provide timely and professional updates to clients
• Assist in training new employees
• Collaborate on client projects with fCIO and POD teammates
• Provide periodic onsite support for the Bozeman client environment as needed

IT Support Technician II

• Supports developing, analyzing collecting, and storing various system support technical data elements and specifications for evaluation
• Assists with identifying and analyzing logistics support candidates from product definition
• Supports determining spares provisioning requirements for spare and replacement parts
• Collaborate with cross-functional teams to drive innovation in the development of Integrated Logistics Support solutions

Associate Support Engineer, Data Specialist

• Lead and manage front-line support teams to deliver high-quality, timely, and customer-centric support.
• Proactively troubleshoot issues, support root cause analysis, manage executive communications.
• Own the P1/P2 incident response process, driving rapid remediation within restricted environments.
• Establish and monitor KPIs (e.g., SLA adherence, response time, CSAT, ticket backlog).
• Ensure 24/7 support coverage where applicable, including workforce planning and scheduling.
• Proactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.
• Hire, coach, mentor, and retain top support talent.
• Build career paths, training programs, and succession plans for team members.
• Drive initiatives to improve customer satisfaction and reduce friction in support interactions.
• Partner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.

Senior Manager – Frontline Support Engineering

• 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 and resolve hardware, software, and network-related issues via phone, email, remote tools, or in person.
• Provide Tier 1 and Tier 2 support for desktop systems, mobile devices, and business applications.
• Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.
• Contributes to special projects focused on end-user support.
• Support and troubleshoot mobile platforms, including Android and iOS, for email setup, MDM enrollment, and app troubleshooting.
• Assist with basic network infrastructure support: unmanaged/managed switches, access points, patch panels, VPN firewalls.
• Document issues, resolutions, and procedures in the ticketing system using clear, concise, and professional writing.
• Conduct user onboarding and offboarding, including the setup of accounts and equipment.
• Ensure compliance with security policies and operational procedures.
• Escalate unresolved or complex issues to senior IT staff or specialized teams.

Desktop Support Analyst

• 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

• Provide first-level technical support for virtual health and video visit platforms
• Troubleshoot routine issues including login and access, device setup, audio and video, and connectivity
• Follow established workflows, scripts, and knowledge-based guidance to resolve issues efficiently
• Accurately document, manage, and route support tickets, and escalate issues as appropriate
• Guide patients and families in preparing for and successfully completing video visits
• Support providers and staff with basic virtual health workflows and tools
• Assist users with accessing applications, devices, and virtual health technologies
• Support setup and basic troubleshooting of virtual health equipment and peripherals
• Maintain day-to-day operational readiness of devices and tools
• Update and maintain support documentation and training materials
• Communicate trends, issues, and user feedback to team members
• Participate in team-based problem solving and continuous improvement initiatives

Virtual Health Support Technician

• Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.
• Leverage AI tools (Microsoft Copilot, Copilot Studio agents) for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.
• Own and maintain operational dashboards (Power BI) — MTTR, SLA compliance, ticket volume trends, first-contact resolution, sprint velocity, backlog health, vendor performance — presenting insights and recommendations to leadership.
• Manage internal and vendor tickets including escalations across enterprise healthcare and business platforms.
• Perform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and prevention.
• Maintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendors.
• Oversee IT Service Desk queue operations — ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillment.
• Own and maintain the enterprise IT asset inventory in the CMDB/asset management system — ensuring hardware, software, and licensing records are accurate, current, and audit-ready.
• Manage the software and service renewal lifecycle — collecting vendor quotes, coordinating with Vendor Services for contract review, submitting requisitions through the procurement system, and ensuring renewals are completed before expiration.
• Track software license utilization and compliance — identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadership.
• Coordinate the annual PC refresh program — maintaining the refresh schedule based on endpoint lifecycle policy, tracking inventory in the asset management system, managing work items for deployment, and ensuring timely hardware procurement.
• Coordinate release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholders.
• Identify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure development.
• Assist with data analysis of new platform codes and coordinate with business areas for additional input on implementation activities.
• Drive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledge.
• Create and deliver presentation content for enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews — using AI to draft and accelerate preparation.
• Maintain positive relationships with internal customers, vendors, and partner teams.

See all jobs on JobTailor

Support Engineering Manager

Support Engineering Manager

IT On-Site Support Engineer

Technical Support Engineer

Development Support Engineer

Product Support Analyst – Software

Support Engineering Data Specialist

Associate Operations Support Analyst

Support Engineering Data Specialist

Support Technician

Technical Support Liaison

IT Support Technician II

Associate Support Engineer, Data Specialist

Senior Manager – Frontline Support Engineering

Systems and Support Analyst, Financial Aid

Desktop Support Analyst

Technical Support Scientist, Olink Proteomics

Technical Support Manager

Virtual Health Support Technician

Technical Analyst