Support Engineer

• Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
• Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
• Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
• Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
• Establish, maintain, and improve support processes, procedures, and knowledge management resources.
• Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
• Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
• Support staffing, scheduling, workforce planning, and on-call coverage as needed.
• Provide regular reporting and updates on team performance, customer issues, and operational metrics.
• Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.

Technical Support Manager

• Process daily operational workflows and transactions supporting Cash Distribution services
• Create, validate, and manage Cash Orders to ensure accurate fulfillment and funding
• Process and monitor Off-Schedule Requests (OSRs) and communicate status updates to appropriate stakeholders
• Generate and distribute Courier Notices related to schedule changes, or customer requests
• Process daily courier date file and verify data accuracy within operational systems
• Maintain and manage inventory discrepancies
• Monitor operational queues, service requests, and production reports to ensure timely completion of assigned tasks
• Escalate exceptions, processing errors, and operational risks to management when appropriate
• Create and maintain operational documentation supporting audit and compliance requirements
• Collaborate with internal departments, couriers, vault providers, and customers to support daily operations
• May assist in training and cross-training team members as needed
• Deliver exceptional customer support through timely and accurate responses
• Maintain positive working relationships with internal and external stakeholders
• Ensure operational requests are completed within established service standards
• Communicate effectively with customers, couriers, vendors, and internal business partners
• Provide updates regarding operational requests and service issues
• Maintain professional communications through phone and email correspondence

Client Operations Support Analyst I

• Provide onsite technical support for remote network engineering teams
• Troubleshoot network connectivity, PCs, IoT devices, printers, and related hardware
• Verify VLAN configurations and assist with wireless connectivity troubleshooting
• Check switch and router connections, cabling, ports, and device status
• Provide console access to network equipment using appropriate cables and tools
• Support network deployments, infrastructure upgrades, and post-deployment hypercare activities
• Diagnose and resolve technical issues while minimizing operational downtime
• Communicate findings, progress, and resolutions clearly to remote technical teams
• Maintain accurate documentation of onsite activities and completed work
• Travel frequently to assigned data centers based on project requirements

Network Support Technician

• Provide 1st & 2nd level technical support via email, phone, or desk-side to assist all Firm network users.
• Log and track calls in the help desk ticketing system to closure and identify issues and trends.
• Escalate critical computer issues to the appropriate IS Tech groups to minimize impact on users’ work production.
• Provide support for users for teleconferences and meeting presentations in offices and conference rooms.
• Weekend and after-hours support may be required.
• Travel to our office locations in the United States and Canada, 5% or less
• Help with configuration and installation of laptops and cell phones.

Support Desk Technician

• Provide first- and second-level technical support to end users via phone, email, remote assistance, and onsite visits.
• Diagnose and resolve hardware, software, operating system, network connectivity, printer, and peripheral issues.
• Escalate complex issues to senior technical staff or appropriate support teams as needed.
• Maintain ownership of assigned support requests through resolution.
• Install, configure, and maintain desktop computers, laptops, tablets, mobile devices, and peripheral equipment.
• Perform hardware upgrades and component replacements.
• Install and configure operating systems, software applications, drivers, and updates.
• Prepare and deploy new equipment according to organizational standards.
• Assist users with password resets, account access, software usage, and general technology questions.
• Document all support activities within the organization's service management system.
• Follow organizational security policies and procedures.

Desktop Support Engineer I

• Build deep expertise in Finxact technology and architecture to develop, manage, and support solutions using Finxact Core APIs and related technical capabilities
• Partner with Tier 1 bank clients to solve complex business and technical challenges, troubleshoot issues, and advise on integration models, workflows, REST-based interfaces, third-party vendor connectivity, and best practices within the Finxact ecosystem
• Support end-to-end client implementations by leading technical design sessions, gathering and analyzing application, ecosystem, process, and technology requirements, and translating them into scalable implementation solutions
• Bridge technical execution and business needs by communicating complex concepts clearly to clients, ecosystem partners, and internal teams while serving as a subject matter expert on APIs, integration points, and product adoption
• Develop and code core functionality and interfaces, participate in testing, documentation, deployment activities, and provide onboarding, training, product feedback, and implementation support throughout the client journey

Technical Implementations Analyst

• Contribute to firm-level ETF capital markets strategy; liaise with the ETF trading ecosystem of Authorized Participants, market-makers, listing exchanges & liquidity providers, on behalf of individual issuer clients and the firm as a whole
• Partner with IMS business development, Solutions, operational units, legal & compliance and IMS leadership to onboard and ensure the operational readiness and strategic success of new ETF issuers
• Enhance our ETF implementation & educational program through the development of training material, technical explainers, custom FAQs & hands-on instruction to Issuer teams in implementation and beyond
• Build foundational models & sample documents to illustrate or enable client PM/ trading and tax optimization workflows
• Ensure ETF portfolio execution & capital markets insights are provided in operational onboarding context by participating extensively in client implementation
• Support clients in assessing distribution opportunity and strategy, product development relative to ETF mechanics, ecosystem partnerships and special projects such as conversions, dual share class, etc.
• Participate in assessments of client technology & operational capability to help guide ETF portfolio management workflow and procedure development
• Build SEI thought leadership and external visibility in the ETF community
• Partner with Solutions in scoping and execution of IMS’s ETF technology roadmap

Senior Technical Sales Specialist, ETF Capital Market Support

• Elicit, document, and manage business and functional requirements for credit card payment processing systems, including authorization, clearing, settlement, chargebacks, and dispute resolution workflows.
• Translate complex business requirements into detailed functional specifications, user stories, process flows, and data mapping documents for development and QA teams.
• Analyze end-to-end payment lifecycle processes including card authorization, capture, refund, tokenization, 3DS (3D Secure), and fraud management.
• Collaborate with internal teams (engineering, product, compliance, risk, and operations) and external vendors/partners to define and deliver payment solutions.
• Support and participate in UAT (User Acceptance Testing), system integration testing (SIT), and regression testing cycles, including reviewing test cases and defect management.
• Ensure all payment solutions adhere to PCI-DSS compliance standards, regulatory requirements, and industry best practices.
• Facilitate workshops, stakeholder meetings, and sprint ceremonies (in Agile environments) to drive alignment and timely delivery.
• Analyze payment data and transaction reports to identify trends, anomalies, and areas for process improvement.
• Support go-live activities, post-implementation monitoring, and production incident resolution related to payment systems.
• Assist in documenting API specifications and integration guides for payment gateway and processor connectivity.

Technical Business Analyst

• Lead daily technical support and returns processing operations.
• Provide strong leadership to direct reports.
• Oversee communication channels within the technical support function.
• Drive employee development through performance management activities.
• Evaluate, design, implement, and continuously improve processes and procedures within technical support and returns functions.
• Collaborate cross-functionally with logistics, engineering, purchasing, and operations.
• Define and manage reporting requirements, service level metrics, and communication strategies.
• Ensure compliance with company policies and regulatory requirements.
• Lead full-cycle talent management activities including interviewing, hiring, onboarding, and training.
• Promote and maintain a culture of safety, quality, and operational efficiency.

Technical Support – Returns Manager

• Input PoS data: menu items, prices, discounts, employee credentials, venue layouts, etc.
• Adhere to strict standards for maintaining system data integrity
• Diagnose device malfunctions including: software, hardware, and peripheral accessories
• Author end-user guides to improve understanding & usability of the system for operators
• Test new versions of software frequently and thoroughly
• Document frequency of issues and escalate systemic problems accordingly
• Establish processes for completing support tasks with improved accuracy and timeliness
• Lead on-call helpdesk hotline during peak support times
• Provide exceptional customer service to users with varying technical aptitude
• Travel to venues for software implementations and support

Venue Applications Support Analyst

• Drive execution excellence by translating legal, regulatory, policy, and operational requirements into clear standards, decision logic, and structured business rules
• Collaborate across business, compliance, legal, regulatory, product, data, and technology teams to define standards and document requirements
• Act as a recognized expert in defining AI-consumable standards and compliant content requirements
• Guide how standards and rules should be structured for AI- and GenAI-enabled content creation and assembly processes
• Support governance, validation, and continuous improvement across governance processes for standards and rules, including documentation, versioning, and change control
• Serve as a trusted advisor to managers and teams, communicating standards priorities and recommended ways of working

Senior Specialist, Technical Product Management, Business Analyst Standards

• Serve as a recognized subject-matter expert in digital asset management, Adobe AEM Assets, and enterprise content storage.
• Support the design, configuration, governance, and continuous improvement of a scalable DAM capability that enables content findability, reuse, traceability, rights visibility, and compliant asset lifecycle management.
• Translate business and operational needs into practical DAM requirements, operating procedures, configuration inputs, and user guidance that improve content discoverability, reuse, and operational consistency.

Senior Specialist, Technical Product Management, Business Analyst

• Take calls or respond to emails from external clients about installation or licensing issues on our Cascade desktop and Web applications
• Articulate solutions in a clear and concise manner by leveraging existing FAQs, previous cases and/or prior experiences
• Address first-line calls about our web-based products by asking appropriate questions to determine root-cause of issues
• Answer Client Support phone, perform case intake tasks and log case in Salesforce CRM tool
• During normal business hours, continuously monitor the Client Support mailbox, and sort and route emails based on pre-defined rules/guidelines
• Complete requests for access to our Customer Portal; use research and tools available to determine if access should be granted or denied
• Act as liaison between client, Solution Operations group, consulting and development teams when investigating customer support issues
• Provide IT related information to the development, test and support teams as we build our knowledge of web-based products and environments
• Follow procedures for escalating issues to other experts, management or another DNV group
• Build off and develop FAQ documents for internal/external use based on previously answered support cases
• Share and document knowledge gained about the issues resolved and contribute to best practices
• Monitor Azure usage, trends and critical components to ensure client’s application meets requirements of the implementation

Technical Support Analyst

• servicing a portfolio of participated commercial loans while maintaining alignment with agent bank records and activity.
• processing loan advances, applying payments, completing rollovers and conversions, and resolving past due balances and overpayments.
• performing reconciliation activities by reviewing agent bank notices and transaction breakdowns and comparing them to internal systems and records to identify and resolve discrepancies.
• communication primarily conducted through email with agent banks, with limited phone interaction.

Senior Loan Support Analyst – Commercial Participated Servicing

• Monitor automated alerts
• Escalate service outages promptly
• Help customers during service disruptions

Tier 2 Technical Support – High-Speed Fiber Internet

• Work closely with customers and design teams in prioritizing data and information requirements
• Provide analytic and consultative support to a broad spectrum of internal customer areas and external business partners
• Mentor colleagues with less experience on both the technical and business aspects of project work
• Create and/or develop new methods of analysis, database design and performance measurement
• Perform modeling of data sources and flows
• Develop and maintain moderate-to extremely-complex computer programs using 4GL programming languages (such as SAS, R, SQL)

Lead Decision Support Analyst

• Provide day-to-day technical support for chiller products to Field Sales & Service organization on a global basis via call tree, email, site visits
• Create and maintain technical service bulletins, service letters, and updates to the Solutions Database
• Support regional territories for escalated chiller technical support cases and warranty claims
• Drive product reliability through Continuous Improvement Process for existing products and new products
• Manage Technical Escalations from Tier I

Tier II Product Technical Support Engineer

• Build deep expertise in Finxact technology and architecture to develop, manage, and support solutions using Finxact Core APIs and related technical capabilities.
• Partner with Tier 1 bank clients to solve complex business and technical challenges, troubleshoot issues, and advise on integration models, workflows, REST-based interfaces, third-party vendor connectivity, and best practices within the Finxact ecosystem.
• Support end-to-end client implementations by leading technical design sessions, gathering and analyzing application, ecosystem, process, and technology requirements, and translating them into scalable implementation solutions.
• Bridge technical execution and business needs by communicating complex concepts clearly to clients, ecosystem partners, and internal teams while serving as a subject matter expert on APIs, integration points, and product adoption.
• Develop and code core functionality and interfaces, participate in testing, documentation, deployment activities, and provide onboarding, training, product feedback, and implementation support throughout the client journey.

• applies specialty product knowledge to close or administer high complexity or high risk syndicated and/or commercial loan transactions
• consults and advises customers, investors, and external and internal business partners to execute transactions
• reviews transactions and related documents including collateral and construction requirements
• verifies work processes for completeness, accuracy, and conformance to established procedures
• participates in risk mitigation activities
• may serve as a subject matter resource and provide specialty product training

Senior Loan Support Analyst – Specialty, Commercial Agency Servicing

• service a portfolio of clients or compete parts deals
• conduct due diligence for advances
• review notices and input advances into the system
• complete rate roll overs and move payments
• follow up with notices from agent banks
• balance general ledgers
• proactively manage your portfolio of clients

Support Engineer jobs in Pennsylvania

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Technical Support Manager

Client Operations Support Analyst I

Network Support Technician

Support Desk Technician

Desktop Support Engineer I

Technical Implementations Analyst

Senior Technical Sales Specialist, ETF Capital Market Support

Technical Business Analyst

Technical Support – Returns Manager

Venue Applications Support Analyst

Senior Specialist, Technical Product Management, Business Analyst Standards

Senior Specialist, Technical Product Management, Business Analyst

Technical Support Analyst

Senior Loan Support Analyst – Commercial Participated Servicing

Tier 2 Technical Support – High-Speed Fiber Internet

Lead Decision Support Analyst

Tier II Product Technical Support Engineer

Technical Implementations Analyst

Senior Loan Support Analyst – Specialty, Commercial Agency Servicing

Senior Loan Support Analyst – Commercial Lending, Asset Backed Finance