Support Engineer

• 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

• Effectively managing incoming emails, social media inquiries, and some inbound calls
• Building sustainable relationships of trust and generating help through open and interactive communication
• Providing accurate, valid, and complete information about guided meditation courses, meditation practices, app functionality, and partner policies
• Handling both client and/or partner feedback and/or complaints. Provide appropriate solutions and alternatives within Service Level Agreement requirements, and follow-up to ensure resolution
• Following communication procedures, guidelines, and policies. Research answers or solutions as needed
• Taking the extra mile to engage customers and act as a representative of the partner brand, truly becoming an expert in the partner's product and service
• Troubleshooting (walking customers through the app, and escalating anything that may be a bug and not just basic troubleshooting)

Technical Support Specialist – Healthcare

• **Are you the one we’re looking for?**
• Diverse Computing, Inc. is looking for a highly driven Technical Support Representative to join our technical support team. This is a full-time, salaried, nonexempt position that can be performed remotely or in office. The ideal candidate will be as proud as we are to have the privilege of delivering unmatched customer support and user-friendly software for those who protect and serve the public. Our clients and fellow employees are fully engaged in being an integral part of solution-oriented development and improvement of public safety software that agencies throughout the United States rely on. Our unwavering customer service and technical support is one of the main reasons for our continued business success.
• The focus of this position is to work closely with our clients to fully understand and support their business processes and technical needs as it pertains to our products. In addition to supporting our software solutions, the successful candidate will have the ability to assist clients with enterprise level networking equipment and support. We are seeking someone with a passion for helping. Someone with an interest in continuously learning about our clients, products, networking, and security.
• **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 get to 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!

Technical Support Representative I

• Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support experiences.
• Own customer technical issues end-to-end, from initial report through to resolution.
• Provide timely, clear progress updates to internal teams and customers throughout the resolution process.
• Contribute to the Gainsight community by authoring product how-to guides, technical configuration documentation, best practices, and help centre content.
• Review and elevate content created by team members to maintain quality standards.
• Create management reports and dashboards on pending technical issues, offering insights into platform quality and stability.
• Provide strategic input to inform development infrastructure, technical processes, and the product roadmap.
• Proactively manage support activities and escalations for assigned enterprise accounts.
• Facilitate and lead effective client meetings focused on support activities and outcomes.

Enterprise Technical Support Analyst

• 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.

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