Support Engineer

• Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues.
• Alert Management.
• Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes)
• Resolve and Handle/Triage IaaS related needs in customer datacenters.
• Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team.
• Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc.
• Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through.
• Participate in weekend on call rotation and holiday coverage
• Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution
• Work with AI tools to increase efficiency and problem solving tasks for customers.
• Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro
• Work to troubleshoot any DC networking asks/upgrades, triaging where applicable

Technical Support Engineer – Openstack, Kubernetes

• 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

• Provide deskside and remote technical support for hardware (laptops, desktops, peripherals, printers, etc.), software, and connectivity issues
• Troubleshoot and resolve complex technical issues in a timely manner, following ITIL best practices where applicable
• Manage device lifecycle tasks including imaging, deployment, configuration, and troubleshooting using modern tools
• Administer user accounts, permissions, and identity management (Azure AD / Entra ID)
• Deliver advanced support and administration for Microsoft Office 365 services (Exchange, Teams, SharePoint, OneDrive, etc.)
• Perform basic networking troubleshooting (Wi-Fi, VPN, TCP/IP, DNS, DHCP)
• Automate repetitive tasks and improve efficiency through scripting (PowerShell preferred)
• Document solutions, update the knowledge base, and contribute to process improvements
• Effectively prioritize and manage support requests from multiple stakeholders with minimal supervision
• Travel occasionally (10-15%) to provide on-site deskside support at West Coast locations

IT Support Analyst

• Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
• Act as a client liaison and become an advocate for the resolution of client issues.
• Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
• Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Advocate for product, policy and process improvements that improve the customer experience.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
• Write or revise user training documents and procedure.

Technical Support Specialist II

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
• Coordinate with Laserfiche development when cases require additional assistance.
• Report and file bug tickets that come up during troubleshooting.
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases.
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum.
• Watch and review videos of internal software training sessions and development meetings.
• Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices.
• Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
• Participate in departmental training sessions in-person or remotely.

Support Engineer I

• Provide support of hardware and software solutions deployed in clerical, clinical, and work-from-home environments
• Assist staff with the installation, relocation, configuration, and ongoing functionality of desktop computers, peripheral equipment, and software within established standards and guidelines
• Computer imaging and hardware troubleshooting of both laptop and desktop computers along with a thorough understanding of Microsoft operating systems and accompanying software
• Maintain inventory levels and facilitate and track shipments of IT equipment to end users
• Act as liaison between IT and Branch Sites/Offices for various IT and Operational projects and evolutions
• Monitor and complete all support and project-related tasks and activities
• Enter, monitor, and complete all entries in the Support Desk tracking system
• Interact with Subject Matter Experts (SMEs) from other IT teams to resolve user issues
• Utilize industry best practices to maintain appropriate level of LAN/WAN and computer systems security as established
• Identify and work with Cyber Team support staff to rectify any noted deficiencies

IT Field Support Technician

• Support Aftermarket Service Product (ASP) initiatives and drive overall service revenue aligning with DTNA’s Go2030 strategy
• Manage inquiries submitted through the ASP Help Box, ensuring timely and accurate responses
• Process quote requests, policy upgrades/downgrades, and cancellations
• Address customer questions related to pricing, eligibility, and coverage concerns
• Troubleshoot minor quoting and system-related issues
• Resolve inquiries regarding claims and invoices
• Communicate effectively via help box, Remedy system, online chat, and phone
• Respond to questions about policy details, coverage, and component specifics
• Handle policy exceptions and escalate as needed
• Troubleshoot INT61 system errors to ensure smooth operations
• Manage WSC System tasks, including Remedy ticket resolution
• Maintain and update pricing work lists
• Support requests from national accounts and the product team
• Coordinate with regional sales teams and District Sales Managers (DSMs)
• Monitor and manage the OWL pending queue and TCOs
• Assist with PM claim processing and OWL system updates
• Perform bi-monthly exchange rate updates
• Handle dealer transactions, including issuing credits and debits
• Maintain and update data book codes, pricing structures, compatibility records, Specpro, and IMS systems

• Provide resolution of entry level support issues spanning all of DFN’s products and services.
• Monitor customer tickets and respond in a timely manner.
• Document and escalate tickets per DFN support procedures.
• Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs.
• Manage multiple tasks/priorities simultaneously.
• Assist in day-to-day order entry and processing.
• Assist Broadband Technicians in turn-up and troubleshooting.
• Clean and reset returned equipment for redeployment.

Technical Support Representative

• Act as the dedicated technical lead for enterprise customers, spearheading the resolution of complex cloud issues and Microsoft Azure integrations.
• Architect and develop sophisticated performance telemetry dashboards using web development tools to provide customers with proactive system stability insights.
• Collaborate directly with cloud engineering and solutions architecture teams to advocate for customer needs and drive issues through the development lifecycle.
• Provide strategic guidance on database customizations and operational best practices to enhance software effectiveness and business alignment.
• Manage high-priority support cases with rapid response times, ensuring enterprise-level service delivery and continuity across complex workflows.

Enterprise Support Engineer

• Provide technical support to PWT sales and customers.
• Respond to design questions.
• Develop engineered solutions to complex design conditions.
• Meet or exceed the Engineering Service Level Agreement (SLA).

• Provide Field Support for SOLV SCADA solutions.
• Technical lead for SCADA troubleshooting and diagnostics including but not limited to; plant controls, data acquisition, field level devices, and network related issues.
• Support DAS (data acquisition system) installations and retrofits on existing PV systems on an as needed basis.
• Document existing equipment and functionality as it relates to the PV plant communications network and DAS systems.
• Utilize software based diagnostic tools to aid in troubleshooting of complex plant SCADA systems.
• Maintain point of contact to SOLV Energy O&M team for SCADA technical support requests.
• Identify appropriate escalation path for problems that require SCADA engineering support.
• Coordinate with customers, vendors, and field technicians for on-site and/or remote troubleshooting and diagnostics.
• Maintain support records and maintenance activity for SCADA devices deployed in the field.
• Contribute to the design and requirements for SCADA solutions by providing voice of customer feedback.
• Develop and maintain support knowledge base for SCADA related troubleshooting and diagnostics.
• Deliver service and support to end-users using a variety of third-party software monitoring applications.
• Identify and learn appropriate software and hardware used and supported by the organization.

SCADA Support Engineer

• Monitor available allotment to ensure sufficient expenditure authority is available each quarter
• Prepare draft quarterly allotment plans reviewed and approved by the Senior Budget Analyst.
• Assist in updating cost allocation spreadsheets.
• Prepare monthly budget status reports for small programs or divisions.
• Assist with preparing the agency’s budget documents.
• Monitor deadlines and send out inquiries for essential materials.
• Update organization charts, program narratives, and charts/graphs.
• Prepare and update bi-monthly personal services projections for review by Senior Budget Analyst.
• Update Workday position coding and generate personnel related reports as needed.
• Maintain position tracking spreadsheet and prepare financial reports as requested by management.

Budget Support Analyst – Fiscal Analyst 2

• Provide technical support via phone and email.
• Troubleshoot hardware, software, and system-level issues for hospitality products
• Assist customers and administrators with product operation and configuration
• Read and interpret wiring diagrams, including AC/DC conversion and grounding
• De-escalate customer concerns with professionalism and empathy
• Accurately document cases, determine resolution, and process replacement orders
• Meet call quality, productivity, and customer satisfaction goals
• Learn and support new technologies as products evolve

Hospitality Technical Support Agent

• Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues.
• Alert Management.
• Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes)
• Resolve and Handle/Triage IaaS related needs in customer datacenters.
• Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro
• Work to troubleshoot any DC networking asks/upgrades, triaging where applicable
• Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team.
• Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc.
• Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through.
• Participate in weekend on call rotation and holiday coverage
• Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution
• Work with AI tools to increase efficiency and problem solving tasks for customers.

• Provide technical support remotely and on site for highly complex problems involving equipment malfunction, on wafer issues, and performance enhancement programs.
• Use advanced troubleshooting methodologies and establish success criteria.
• Develop comprehensive action plans, analyze findings, and perform root cause analysis.
• Support FSO repair activities through escalation closure.
• Recommend best practices to improve products, processes, or services.
• Provide on-site coaching to FSO and support NPI development early in the product life cycle.

• 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

• Proactively troubleshoot, detect, document, and resolve issues for private cloud deployments based on OpenStack, Kubernetes, and other cloud technologies.
• Reproduce customer issues in a lab, confirm bug reports, provide detailed information to the development team.
• Work closely with development teams: discuss customer issues, suggest improvements, fix product bugs, etc.
• Provide engineering support for product issue escalations.
• Take ownership of escalated critical customer issues and participate in troubleshooting sessions as needed.

Senior Technical Support Engineer, Kubernetes

• 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

• Provide technical support remotely and onsite to FSO personnel
• Establish success criteria and develop comprehensive action plans
• Support and provide technical feedback to improve fleet performance
• Guide and coach field engineers in troubleshooting techniques
• Create troubleshooting guides and support technical documentation

DDP CVD Technical Support Engineer

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

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