Support Engineer

• Engineering Liaison: Act as a technical partner to Engineering and Product teams, not just reporting bugs but providing reproducible test cases, code-level insights, and proposed fixes.
• Root Cause Leadership: Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base
• Strategic Incident Management: Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders.
• Systemic Improvement: Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership.
• Technical Mentorship: Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates.
• Observability & Tooling: Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers.

Senior Customer Care Technical Support Engineer

• Serve as the primary technical point of contact for designated accounts, providing proactive monitoring and high-touch engagement.
• Take end-to-end ownership of critical incidents in large-scale deployments, performing deep-dive analysis across the full software stack.
• Collaborate directly with escalation and development teams to reproduce complex bugs and analyze system logs.
• Partner with customers through every phase—from pre-sales POCs and onboarding to production scaling.
• Translate unique customer challenges into scalable solutions by authoring internal and external KB articles and leading knowledge-sharing sessions.

Designated Support Engineer

• Ensure conformance to established system architecture, security, regulations, standards and practices, and participate/drive their creation and upkeep.
• Act as IT Security liaison supporting Engineering, Operations teams and interfacing with other underpinning services.
• Correlate Security Incidents/Events, Service Requests, Changes and Work Orders where information is available and supported by the functionality of Supplier-managed tools and determine business impact of the Incident(s), or multiple technologies, affected by the disruption.
• Ensure all open cases and alerts are effectively managed through containing, resolving, and/or providing all available information to our company teams and Partners to work to resolve Security Incidents based on an company-approved Security Incident prioritization process as defined in the Policies and Procedures Manual.

Technical Support Specialist

• Provide on-site and remote support for desktops, laptops, peripherals, printers, and enterprise applications
• Respond to Service Desk escalations and support branch/back-office locations as needed
• Troubleshoot operating systems, applications, hardware, and connectivity issues
• Communicate technical information clearly to non-technical users and stakeholders
• Accurately document all work within IT service management platforms
• Identify root causes of incidents and implement effective solutions
• Collaborate with internal technology teams and external vendors on complex issues
• Escalate recurring or advanced issues appropriately
• Assist with hardware and software lifecycle management, including imaging, deployment, replacement, and decommissioning
• Ensure proper tracking and documentation of IT assets
• Meet defined service levels, KPIs, and operational expectations

Field Support Technician

• ***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

• Setting Up Customer Networks (cloud to keyboard)
• Windows Server Installation
• Configuration Maintenance
• Ongoing Support (access points, firewalls, and switches)
• Remote troubleshooting of client, as well as on-site when required
• Monday - Friday schedule
• One Saturday per month for the first 18 months

IT Support Technician – Dental IT, 365 & Networking

• Troubleshoot technical and operational issues to maintain customer satisfaction at the highest level
• Develops and maintains in-depth working knowledge of minimum 1 or 2 Semperis primary product(s) assigned to support.
• Monitor the Support Queue to ensure all SLA are being met.
• Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, SysVol, Enterprise Administration).
• Experience with Cloud technologies like Azure, AWS, and Google.
• Tracks and updates all customer support issues and logs them within the case in CRM platform like Salesforce.
• Create Knowledge base articles on a regular basis to grow and mature our KB repository.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Successfully anticipates, identifies, and resolves issues/concerns both internally and externally.
• Develops and presents solutions to appropriate parties. Professionally and proactively handles problems and/or conflict resolution.
• Uses sound judgment regarding escalation of issues to client or company management.
• Meets time requirements for all assignments, with minimal reminders. Prioritizes work effectively and actively works to find more efficient ways to accomplish assignments and tasks.
• Provide pre-sales technical assistance and product education
• Maintain expert knowledge of Semperis products to develop and present unique solutions, and maintain knowledge of emerging trends in related technology areas.
• Willingness to travel to customers or events as necessary.

Product Support Engineer

• Partner with business development and relationship management teams to support client needs and contribute to growth across debit network programs
• Perform interchange analysis, billing research, and account-level reviews to identify issues, recommend actions, and support client decision-making
• Generate and analyze recurring business review data, service metrics, and competitive network insights to measure performance and inform account strategies
• Support issuers and merchants with analysis and recommendations to improve debit payment authorization rates
• Submit, track, and manage project requests to help ensure completion within defined service level agreements
• Coordinate with internal teams across operations, product, finance, and client support to resolve issues and advance client initiatives
• Maintain accurate records, reporting, and documentation using customer relationship management tools and standard business applications

Sales Support Analyst

• Serve as the primary point of contact for assigned commercial, government and defense client trouble ticket assignments.
• Build and maintain strong, long-term relationships with stakeholders to understand business goals and align project deliverables accordingly.
• Coordinate internal resources to ensure timely and compliant responses and updates via issue tracking system.
• Monitor and report on program status, risks, and milestones using program management tools and metrics.
• Work closely with legal, compliance, and quality teams to manage audit readiness and documentation.
• Act as the voice of the customer to provide input into product development, quality assurance, and continuous improvement initiatives.
• Gather and analyze customer feedback to identify trends and improvement opportunities.
• Proactively address client concerns and facilitate resolution of technical, scheduling, or supply chain issues.
• Escalate issues appropriately while maintaining clear, consistent communication with all parties.
• Create or update drawings/schematics as needed to address customer needs.
• Generate customer reports, performance dashboards, and status updates.

Customer Support Engineer

• Efficiently manage and prioritize incoming support tickets.
• Troubleshoot and resolve technical issues related to company products and services.
• Provide accurate and timely responses to customer inquiries.
• Escalate complex issues to the appropriate internal teams when necessary.
• Deliver immediate assistance for emergency situations.
• Handle inbound customer calls and provide clear, concise explanations of technical concepts.
• Foster strong customer relationships through effective communication and problem-solving.
• Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
• Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.
• Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
• Stay informed about product updates, features, and best practices.
• Participate in regular training sessions to maintain expertise in company products and services.
• Accurately document issues and resolutions using Salesforce or other CRM tools.

Customer Technical Support Specialist

• Provide first and second-level support to all domestic Movado Group employees and Retail Stores
• Ensuring timely operational and technical support for personal computers and peripherals
• Providing and ensuring prompt and effective troubleshooting, resolution, and documentation of all assigned user support problems and service requests
• Set and manage priorities, provide daily support and troubleshooting of all domestic IT technology issues including retail store POS system support
• Update problem management system with timely and meaningful information in accordance with desktop service levels
• Gather and log all relevant information about the issue and attempts to resolve it using tools provided and the collective knowledge of their teammates and supervisors
• Utilize knowledge base used to assist in troubleshooting efforts
• Share experiences with other team members
• Assist in the deployment and rollout of software and hardware to meet business needs
• Develop and maintain detailed project plans to coordinate the purchase, receipt, inventory, and disposal of all IT assets
• On-board new employees with GIT orientation to computer assets
• Respond to all voice mail and email messages daily
• Develop advanced technical knowledge of all desktop applications and OS software supported by Technology Services
• Troubleshoot and assist in the use of all supported software
• Participate in the team rotation for off-hour and weekend on-call coverage
• Develop working knowledge of all supported desktop and POS applications
• Maintain an accurate inventory of GIT Client assets, including spare parts/items for break/fix support
• Coordinate activities to support SAP client / printing, direct application issues to appropriate support groups
• Rotating off-hour and weekend on-call coverage is required (shared responsibility among team)

IT Support Analyst

• 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

• 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

Product Support Analyst

• Provide advanced technical support for assigned product lines, including Central Station and Anesthesia systems
• Troubleshoot complex hardware, software, and networking-related product issues for customers and field service teams
• Guide escalations through resolution while maintaining a strong customer-focused approach
• Evaluate and validate new hardware and software releases
• Partner cross-functionally with Engineering, Quality, Manufacturing, Clinical, Sales, and Marketing teams to identify and resolve product concerns
• Create and review technical documentation, including technical bulletins, manuals, change requests, and customer issue documentation
• Support new product introductions and ongoing product improvement initiatives
• Provide occasional on-site support to customers and field service personnel as needed
• Document support activities and maintain timely reporting and case updates
• Assist with dispatch coordination and project scheduling related to support activities

Technical Support Specialist – Central Station, Anesthesia

• Provides functional support for Model N and SAP in support of P&CO activities, including administration and security.
• Serves as a subject matter expert and functional capability owner for Model N and SAP within P&CO, acting as a key point of contact for system related questions and collaborating with internal BMS partners and external IT teams supporting wholesalers and distributors.
• Leads and supports the design, implementation, and testing of Model N and SAP enhancements related to customer master data, pricing, and chargebacks, partnering with business and IT teams to deliver scalable, compliant solutions that support evolving business models and regulatory requirements.
• Leads the development of AI‑enabled analytics and Power BI solutions to provide operational intelligence, visibility, monitoring, and leading indicators for pricing, customer, and chargeback activities, improving decision quality and proactive issue prevention.
• Partners with IT and P&CO teams to investigate and resolve system‑related issues, while monitoring and trending systemic patterns to identify root causes, risks, and prevention opportunities, strengthening long‑term system stability and compliance.
• Curates and maintains P&CO system knowledge assets, including documentation, standard operating procedures, and training materials across Teams, SharePoint, and shared drives, reducing reliance on individual expertise and enabling faster onboarding and cross‑training.
• Acts as a connective partner across P&CO, IT, Order‑to‑Cash, Trade, Government Programs, wholesalers, and distributors, proactively sharing insights, upcoming changes, and system considerations to enable aligned planning and execution.
• Monitors, investigates, and follows up on Model N and SAP related Helpdesk tickets, coordinating with IT and business partners to support timely resolution and issue prevention.
• Provides backup support for SAP Systems Support capabilities, ensuring continuity of system operations and knowledge coverage to support business resilience and future organizational needs.

Senior Systems Support Analyst

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process.
• Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software.
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Support of multiple service platforms
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• Perform store escalations to management and other internal teams in order to provide quick resolution
• Additional responsibilities as required to meet business needs

Bilingual Spanish Client Support Technician

• Provides support to various corporate and business line applications
• Leads staff, assigns, prioritizes, and monitors work
• Maintains confidentiality of work being performed
• Develops and maintains relationships with business partners
• Participates as subject matter expert on strategic initiatives
• Develops customized reports using reporting tools
• Analyzes company data to recommend initiatives
• Identifies ways to customize and enhance current business applications
• Executes test plans for system changes and projects
• Helps senior management with reporting and analysis
• Maintains corporate strategy projects and deliverables
• Coaches team members and leads improvements

Business Unit Application Support Analyst – Salesforce Admin

• 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

• Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed.
• Be the customer advocate through the ticket lifecycle.
• Engage with customers professionally, clearly, and courteously to provide timely updates and support.
• Request additional information from customers when necessary to fully diagnose reported problems.
• Conduct technical analysis to identify root causes and determine appropriate resolutions.
• Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
• Deliver immediate remedial actions to restore normal service operations whenever possible.
• Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
• Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
• Notify the Manager of any potential SLA breaches or risks to service quality.
• Participate in customer-facing meetings as required to review ticket status and progress updates.
• Compile and contribute data for management and customer metrics reports.
• Maintain current knowledge of KatRisk’s products, including upcoming patches, releases, and feature enhancements.
• Represent KatRisk as a proactive and valued business partner through high-quality service and collaboration.
• Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience.
• Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
• Participate in project deployments as needed to support successful implementation and customer adoption.

See all jobs on JobTailor

Senior Customer Care Technical Support Engineer

Designated Support Engineer

Technical Support Specialist

Field Support Technician

Product Support Analyst – Software

IT Support Technician – Dental IT, 365 & Networking

Product Support Engineer

Sales Support Analyst

Customer Support Engineer

Customer Technical Support Specialist

IT Support Analyst

Support Engineering Team Lead

Technical Support Liaison

Product Support Analyst

Technical Support Specialist – Central Station, Anesthesia

Senior Systems Support Analyst

Bilingual Spanish Client Support Technician

Business Unit Application Support Analyst – Salesforce Admin

Technical Support Agent

Product Support Analyst