Support Engineer

• assist in servicing CMBS loans
• identifying and contacting authorized party to complete Borrower Admin registration for CRE Insight access
• processing borrower requests via phone, email, and CRE Insight portal
• researching and processing incoming and aged funds
• monitoring delinquencies and performing collection activities
• reviewing and processing borrower requested late charge waivers
• completing address changes, audit confirmations, and rate caps reviews
• communicating and collaborating with Functional Departments to aid borrowers with any potential questions or issues that may arise
• analyze and interpret complex loan agreements to accurately apply loan terms in loan servicing activities
• maintain accurate and up-to-date loan servicing records in the servicing system

Senior Loan Support Analyst – Commercial Mortgage Backed Securities (CMBS) Servicing

• Applies specialty product knowledge to the day-to-day servicing of a portfolio of commercial real estate loans
• Supports the day-to-day servicing of a portfolio of commercial real estate loans, ensuring compliance with loan document, accurate processing of transactions and timely reporting to stakeholders
• Analyzes and interprets complex loan agreements to accurately apply loan terms in loan servicing activities
• Resolves non-compliant issues through written and verbal communication with both internal and external parties
• Reviews and processes loan payments, escrows and reserve account disbursements
• Assists in the preparation of periodic reporting including investor, internal and regulatory reports
• Performs covenant compliance testing
• Maintains accurate and up-to-date loan servicing records in the servicing system
• Supports the onboarding of new loans and the transition of paid-off or transferred loans
• Supports tax and insurance administration
• Performs collection activities on delinquent accounts
• Reviews reports to identify exceptions, ensure quality and contribute to risk mitigation efforts
• Serves as a subject matter resource and may provide specialty product training

Senior Loan Support Analyst – Agency and GSE Servicing

• Serve as the primary Tier 2 escalation point and operational leader for FTZ software support division
• Intercept, triage, and resolve complex compliance tickets, drastically reducing unnecessary escalations to Core Engineering
• Translate U.S. Customs and Border Protection (CBP) response codes into actionable data fixes for customers
• Manage, mentor, and train a globally distributed team of frontline FTZ Support Agents
• Act as the operational safeguard for ITAR, EAR, and "U.S. Persons Only" contract riders
• Enforce strict routing protocols for sensitive U.S. Customs data
• Partner closely with FTZ Product and Engineering leadership as the internal SME
• Serve as the senior technical and operational point of contact for high-ARR enterprise accounts

FTZ Support Engineer – Team Lead

• Install software patch remotely and verify proper functionality post upgrade.
• Responds to, evaluates and prioritizes assigned service orders and customer inquiries pertaining to hardware, software, networking, customer service and other computer-related technologies.
• Provides quality technical customer service in a professional, responsive, empathetic, reliable, patient, resourceful and assured manner.
• Effectively documenting all steps taken to service the request in the appropriate tracking system.
• Handles problem recognition, isolation, resolution, and follow-up for routine customer problems, escalating and/or collaborating to solve more complex issues to advanced team members or department management.
• Obtains and maintains proper vendor credentialing to service all customers in their respective coverage area as needed.
• Sets scheduled availability within systems so that notification of new work can be received.

MedTech Technical Support Representative

• 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

• Participate in gathering and summarizing prospect information for Treasury Management consultants
• Identify opportunities for process improvements within scope of responsibilities or functional area
• Review and research basic or tactical operational assignments that require evaluation and selection of alternatives, related to low to medium risk deliverables
• Present recommendations for resolving more complex situations and exercise some independent judgement while developing understanding of function, policies, procedures, and compliance requirements
• Provide information to functional colleagues, internal partners, and stakeholders, including internal as well as external customers

Treasury Management Sales Support Analyst

• Provide advanced technical support and troubleshooting for telecom and networking solutions.
• Analyze, diagnose, and resolve complex technical issues across multiple technologies and platforms.
• Review, validate, and implement detailed technical designs and solutions.
• Lead technical assessments, solution delivery, and customer engagements.
• Coordinate installations, upgrades, migrations, and deployments of enterprise technology solutions.
• Investigate network performance issues using packet analysis tools such as Wireshark and PCAP traces.
• Collaborate with customers, project teams, and engineering groups to identify requirements and deliver effective solutions.
• Provide technical guidance and mentorship to team members and stakeholders.
• Develop and maintain technical documentation, knowledge articles, and best practices.
• Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts.
• Support customer escalations and participate in on-call rotations as needed.
• Assist with pre-sales activities, technical proposals, and solution recommendations.
• Stay current with emerging technologies, telecom standards, and industry trends.

Senior Telecom Support Engineer

• Own assigned customer support cases from initial investigation through resolution or escalation.
• Troubleshoot issues involving device enrollment, endpoint agents, patch deployment, software installation, policy execution, and script behavior.
• Review logs, endpoint configuration, network settings, permissions, and security controls to identify likely root causes.
• Support customers across Windows, macOS, and Linux environments, with an emphasis on practical troubleshooting and clear next steps.
• Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting gaps, certificate issues, or permission restrictions.
• Communicate clearly and empathetically with customers, tailoring technical detail based on the audience, urgency, and account context.
• Gather complete escalation details for Engineering, including logs, reproduction steps, configuration details, customer impact, and severity.
• Create and update internal and customer-facing knowledge base articles, troubleshooting guides, and support playbooks.
• Partner with Support teammates, Customer Success, Product, and Engineering to improve workflows, reduce customer friction, and strengthen the support experience.

Associate Technical Support Engineer

• The Senior ERP Business Analyst (CAPPS Technical Analyst) will support the Texas Comptroller of Public Accounts (CPA) on the Centralized Accounting and Payroll/Personnel System (CAPPS) Program.
• This role provides highly advanced, senior-level consultative services and technical assistance in support of CPA's Fiscal Management Statewide Fiscal Systems team.
• The candidate will oversee requirements, procedures, development, and testing activities performed by the CAPPS Managed Services vendor, ensuring adherence to written procedures, coding standards, and the CAPPS System Development Lifecycle.
• The position requires strong cross-functional communication, vendor accountability, and the ability to work independently across a broad range of technical and functional responsibilities spanning HR/Payroll, Financials, STARR, and ancillary systems.

Senior ERP Business Analyst – CAPPS Technical Analyst

• Provide support to end users of HITRUST MyCSF solutions
• Serve as a central point of contact for all user questions, problems, or requests
• Create detailed support cases in JIRA on behalf of users via phone, online chat & email
• Create & maintain knowledge-based articles, FAQs, and How To documentation
• Escalate and coordinate with Level II support when needed
• Verify issue resolution on the customer’s behalf
• Perform customer administration tasks in MyCSF
• Utilize office productivity suite software to perform common management functions
• Provide both proactive and reactive support for overall IT questions
• Maintain a high level of confidentiality regarding company and personnel information
• Research and utilize documentation to assist with problem solving and resolutions for end-users
• Collaborate cross-functionality with teams such as Product, Development, QA, Sales, and QC

Customer Support Technician

• Own L2 cases end-to-end — taking escalations from L1 and working them through to resolution or a well-prepared handoff to L3.
• Apply a structured diagnostic methodology to every case: isolate the variable, form a hypothesis, test it, document the outcome — whether the fix works or not.
• Triage issues across the full QSIC stack: device behavior, audio signal path, network connectivity, cloud connectivity, and Salesforce case data.
• Recognize when a case requires L3 escalation, and escalate with the right artifacts — logs, test results, timeline, and a clear statement of what has already been ruled out.
• Manage your case queue with discipline — maintaining accurate Salesforce records, communicating clearly with stores and internal stakeholders, and meeting SLA targets consistently.
• Support new store go-lives by validating site readiness, network access, firewall requirements, power, and physical environment checks.
• Troubleshoot post-install failures in real time, working with installation partners and field technicians to resolve issues that prevent a store from going live.
• Validate that newly deployed devices are online, configured correctly, and streaming as expected — and investigate promptly when they are not.
• Resolve ongoing support cases for active stores — device outages, audio failures, connectivity drops, configuration drift, and post-update regressions.
• Use QSIC's monitoring and diagnostic tooling to proactively identify stores showing early signs of failure before they generate a support case.
• Investigate chronic or recurring issues for individual stores, building a clear picture of device history, network environment, and prior interventions before attempting a fix.
• Work at the Linux command line to inspect system state, review logs, manage services, and execute diagnostic commands on edge devices.
• Document your troubleshooting findings in Salesforce with enough detail that the next person who touches the case — L1, L2, or L3 — doesn't have to start from zero.
• Participate in team case reviews, sharing diagnostic approaches that worked and being honest about approaches that didn't.

Technical Support

• Work collaboratively with Senior Analysts, Team Leads, and Management who will provide oversight and guidance for day-to-day duties
• Receive and respond to support requests (calls and emails) from restaurant managers experiencing challenges utilizing PAR OPS in their day-to-day operations
• Diagnose, troubleshoot, and escalate issues to Concierge Services and Level 2 Support analysts as needed
• Create, manage, and prioritize support requests through our ticket tracking software, Service Cloud
• Contribute articles to internal knowledge base and upload relevant information to internal SharePoint page to keep all tracking systems up to date
• Utilize a variety of programs to complete job functions including Data Central, Microsoft Office (OneNote, Teams, SharePoint, Outlook, etc.), RightAnswers, and Service Cloud
• Address technical issues by analyzing root causes, making informed decisions to resolve challenges often under time constraints

Support Analyst, Level 1

• Perform day to day IT Support needs of the business according to service level targets and objectives as specified by management
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
• Identify and recommend to management proactive system and application enhancements for business improvements with a cost benefit approach.
• Perform software and application installation, and upgrades.
• Troubleshoot computers and applications to identify and correct malfunctions and other operational difficulties.
• Track, prioritize and document requests using a support desk ticket system.
• Administer phone systems including hardware, softphone, voicemail and cellular.
• Develop and conduct various training and instruction for system users on operating systems, and other applications; assist users in maximizing use of networks and computing systems.
• Work as a team member with other technical staff.
• Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
• Document all aspects of work including network problems and resolutions for future reference.
• Other duties as assigned.

Desktop Support Analyst I

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues
• This position performs repairs to software or peripheral equipment configurations, following design or installation specifications
• Support Technicians escalating issues to senior staff members
• The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must
• Occasional training of end users and new team members is required
• Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment
• Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability
• Attention to detail is required to complete tickets in accordance with company standards
• The desire to learn and the ability to absorb new skills and information are key to this position

IT Support Technician

• The Desktop/End User Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages.
• Responsible for customer service and end-user training.
• Performs advanced administrative/operational/customer support duties that require independent initiative and judgment.
• Researches and resolves technical problems of moderate complexity, typically escalated from first line support teams.
• Responds to escalated telephone, email and online requests for technical support.
• Documents, tracks, and monitors the problem using applicable systems and tools.
• Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance.

Desktop/End User Support Technician

• Perform Tier 2 triage for production incidents
• Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior
• Analyze platform dependencies, workflows, monitoring events, and system health indicators to identify suspected causes and resolution paths
• Identify workarounds, ownership paths, escalation readiness, and supportable resolution options
• Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams
• Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication
• Develop and maintain runbooks, Standard Operation Procedures (SOPs), Known Error articles, diagnostic checklists, and support documentation
• Support Root Cause Analysis (RCA) documentation, Problem Records, Corrective Action tracking, and recurring incident reduction initiatives
• Partner with Product, Engineering, Operations, other Support areas, and business stakeholders to improve operational stability and support processes
• Reduce avoidable escalations and recurring production issues through improved diagnostics, documentation, and operational follow-through

Development Support Engineer

• Champion customer success by managing complex technical dependencies and resolving high-tier escalations.
• Analyze complex software, hardware, and deployment logs to isolate root causes and diagnose software bugs.
• Oversee advanced technical troubleshooting workflows over phone and digital channels to resolve high-priority partner issues.
• Facilitate open knowledge transfer sessions through technical swarming, training, and targeted mentoring.
• Partner directly with Product, Development, and Engineering teams to transition isolated bugs into official product resolutions.

Senior Technical Support Engineer – Avigilon Alta

• Serve as an escalation point for Tier 1 support analysts, resolving complex Salesforce access, configuration, and data issues
• Manage internal client relationships by carrying out advanced Salesforce requests and providing consistent, proactive communication to business stakeholders
• Produce, update, and maintain best practice Salesforce support documentation, runbooks, and knowledge base articles
• Provide detailed incident summaries, root cause analysis, and propose long-term solutions for recurring platform issues
• Troubleshoot and resolve advanced Salesforce issues including sharing rule conflicts, permission set group assignments, complex profile configurations, and OWD (Org-Wide Default) related access problems
• Configure and maintain declarative automation including flows, validation rules, approval processes, and process builders under change management guidelines
• Perform advanced data operations using Data Loader, Workbench, and SOQL queries; support data quality initiatives including deduplication, mass updates, and data migrations
• Build and modify reports, dashboards, and report types to support business reporting needs
• Maintain and update ServiceNow tickets daily with accurate, reproducible details and ensure SLA adherence across the Salesforce support queue
• Support release management activities including sandbox refreshes, change set deployments, and post-deployment validation in production
• Monitor Salesforce platform health including API limits, storage usage, license thresholds, integration failures, and scheduled job errors; report and remediate issues immediately
• Coordinate with Salesforce Platform Engineering on bug triage, defect resolution, and enhancement requests
• Lead Salesforce training sessions, office hours, and onboarding walkthroughs for new users and divisions
• Assist in troubleshooting integrations between Salesforce and connected systems (Invoca, OwnData, ServiceNow, and Lennar internal applications)
• Provide weekly status reports summarizing case volume, trend analysis, resolution times, and outstanding issues
• Monitor and assist with coordinating third-party Salesforce support contractors and managed service partners
• Mentor and provide guidance to Tier 1 Salesforce Support Analysts on case resolution and platform best practices
• Perform other duties as assigned by the Salesforce Support Manager

Salesforce Support Analyst II

• Apply specialty product knowledge to the day-to-day servicing of a portfolio of commercial real estate loans
• Ensure compliance with loan documents
• Accurately process transactions and timely reporting to stakeholders
• Analyze and interpret complex loan agreements
• Perform covenant compliance testing
• Maintain accurate and up-to-date loan servicing records
• Support onboarding of new loans
• Contribute to risk mitigation efforts

Senior Loan Support Analyst – Covenant Administration

• Provide technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software issues
• Collaborate with the development team to resolve complex issues
• Document and track customer issues and problems.
• Assist in the creation of support documentation and knowledge base articles.
• Conduct training sessions for customers on software usage.
• Travel approximately 5% of the time to different customer locations and Dematic locations in the United States
• Participate in an on-call rotation during non-business hours

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