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

• ***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

• Provide support for hardware, software, mobile devices, and enterprise applications via phone, remote tools, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve technical and application-related issues.
• Handle escalated incidents and service requests.
• Support Windows-based systems, Microsoft 365, cloud applications, and mobile devices (iOS and Android).
• Coordinate with third-party vendors by creating, tracking, and managing vendor support tickets and following established escalation procedures.
• Escalate incidents requiring specialized expertise to higher-level support teams when appropriate.
• Accurately document incidents, service requests, and resolutions in the IT Service Management (ITSM) system.
• Meet or exceed defined service level agreements (SLAs).
• Assist in the creation, update, and maintaining of knowledge base articles and support documentation.
• Educate users on technology best practices to reduce repeat incidents.
• Collaborate proactively with team members, team leads, other IT teams, and business stakeholders.
• Communicate clearly and professionally with both technical and non-technical audiences.
• Keep leadership informed of trending issues, risks, and service impacts.
• May be needed to participate in an on-call rotation, including occasional evenings, weekends, or overtime as required.

Application Support Analyst

• Lead project planning and execution to standardize Maintenance, Repair, and Overhaul (MRO) facilities, ensuring consistent processes and technical development across sites.
• Drive initiatives to enhance Development Excellence by implementing best practices in engineering design, review, and execution.
• Support and facilitate Design Practices, Technical Design Reviews (TDRs), and Model Based Engineering efforts to maintain engineering rigor and quality standards.
• Develop and maintain technology roadmaps and project plans for process improvements and tool implementations aligned with Product Support Engineering and Engineering & Technology Innovation strategies.
• Collaborate with cross-functional business unit teams, including Digital Enterprise, Engineering, and Operations, to integrate engineering solutions and support digital transformation goals.
• Act as a liaison between Functional Chief Engineer (FCE) Product Support Engineering office and other functional organizations to ensure cohesive execution of engineering and operational initiatives.
• Drive continuous improvement in engineering processes, risk management, and workforce development to enhance technical excellence and operational readiness.
• Support onboarding, training, and knowledge transfer activities to build workforce proficiency and sustain project outcomes.

Product Support Engineer – Maintenance

• 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 technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues
• Develop deep subject matter expertise in core technologies and multiple specialized technology areas
• Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates
• Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions
• Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams
• Act as a resource for junior support engineers, providing guidance and mentorship
• Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives
• Assist with special projects and other duties as assigned

Senior Technical Support Engineer

• 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

• 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

Technical Support Engineer 4

• Track help desk activity by gathering metrics to identify current and future concerns
• Provided weekly, monthly, quarterly, and yearly Help Desk Trend Analysis
• Obtain/update KMI account configuration management
• Coordinate with Department of the War (DOW) COMSEC accounts to ensure network firewalls are operational to support the KMI Virtual Private Network (VPN) connections
• Assist in the completion of account inventory actions and resolving technical issues
• Monitor, track, and support COMSEC account inventory activities IAW National Security Agency (NSA) and service level policy
• Provide customer service to US Navy, US Marine Corps, and US Coast Guard

Technical Support Administrator – Key Management Infrastructure

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

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Designated Support Engineer

Product Support Analyst – Software

Application Support Analyst

Product Support Engineer – Maintenance

Product Support Engineer – Maintenance

Support Engineer

Senior Technical Support Engineer

Systems and Support Analyst, Financial Aid

Technical Support Engineer 4

Technical Support Administrator – Key Management Infrastructure

Technical Support & Sales Representative