Support Engineer

• Troubleshooting/investigation of customer-reported issues and questions
• Communication and analysis of relevant concepts, configuration setups and product information
• Positioning and accommodation of relevant Kantata SX capabilities and services
• Escalation handling, prioritization, communication, and customer advocacy for resolving issues
• Enablement and engagement with colleague teams to enhance customer experience
• Time-specific shift attendance and resource schedule compliance
• Ability to be successful in self-management and participation in voice and video meetings

Technical Support Engineer

• Support FIAR compliance efforts and audit readiness initiatives.
• Assist with Managers Internal Control Program (MICP) activities.
• Review financial transactions and supporting documentation.
• Identify trends, discrepancies, and control weaknesses.
• Prepare financial and audit-related reports.
• Support contract reconciliation and closeout efforts.
• Assist with process improvement initiatives.

Financial Improvement and Audit Readiness Support Analyst

• Own the team's ticket queue by reprioritizing and keeping focus on the highest-impact issues
• Lead escalations end-to-end, engaging clients directly and mobilizing internal resources
• Coach your team on problem-solving, critical thinking, and root cause analysis
• Align cross-functionally to surface and drive holistic solutions beyond the support team

Manager, Technical Support Engineering

• Perform retrospective analytical reviews of inpatient and professional claims to evaluate coding accuracy, billing integrity, and reimbursement outcomes.
• Analyze complex coding scenarios using ICD-10-CM/PCS, CPT, HCPCS, DRG, APC, and payer-specific guidelines.
• Validate clinical documentation supports assigned codes, modifiers, and levels of service.
• Identify patterns of coding errors, under-coding, over-coding, or potential compliance risks.
• Conduct internal audits of medical coding, clinical documentation, and claim submissions to ensure compliance with CMS, OIG, commercial payer, and internal policies.
• Prepare audit findings, summaries, and recommendations for education or corrective action.
• Assist in developing and refining audit tools, workflows, and tracking processes.
• Collaborate with coding teams, clinical staff, and billing departments to clarify documentation and coding issues.
• Analyze datasets of claim activity to identify trends, anomalies, and areas for improvement.
• Prepare clear and concise reports for summarizing findings, root-cause analysis, and recommended interventions.
• Support the development of dashboards or monitoring tools to track coding accuracy and audit outcomes.
• Stay current with changes in coding guidelines, regulatory updates, and payer billing policies.
• Ensure claims adhere to federal/state regulations, payer contracts, and organizational standards.
• Support quality improvement initiatives focused on documentation, coding, and reimbursement accuracy.
• Partner with coding, revenue cycle, clinical, and recovery teams to resolve coding or billing discrepancies.
• Provide education to staff on audit findings, coding best practices, and documentation requirements.
• Participate in meetings and workgroups related to coding quality, documentation integrity, and compliance.

Recovery Support Analyst

• Translate business needs into detailed technical requirements, process maps, and user stories
• Collaborate with business stakeholders and product owners
• Document business processes, workflows, technical diagrams, and data flows
• Manage and prioritize multiple work scopes simultaneously
• Work closely with cross-functional teams, including developers, product owners, QA, and business stakeholders
• Support the development and QA teams in testing enhancements, bug fixes, and new features
• Ensure data integrity, quality, and consistency across different systems and reports
• Troubleshoot and resolve technical issues in production systems

Technical Analyst

• Serve as the first point of contact for end-users seeking technical support
• Respond to tech inquiries via Service Desk Portal, email, online chats, phone, or in person
• Follow up with customers to ensure satisfactory service
• Perform computer hardware, software and peripheral setup, installation, and configuration (i.e. monitors, keyboards, etc.)
• Provide new employee technology orientation and set-up
• Perform preventive maintenance
• Utilize workstation imaging software to streamline workstation deployment
• Coordinate with facility staff for the installation, configuration, maintenance, and ongoing support of printers/Scanners
• Respond to incidents concerning computer operation and apply troubleshooting principles and techniques to diagnose hardware, software, and other problems
• Enter status and completion information for assigned tasks
• Perform troubleshooting of connectivity problems with LAN connections, Wi-Fi, or VPN connections
• Assist with hardware asset inventory control assessments

Desktop Support Technician – Onsite

• Provide Tier I/II technical support for Watchtower customers and end users
• Troubleshoot hardware, software, network, and mobile device issues across multiple environments
• Support Android, iOS, Windows, and Linux operating systems
• Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues

Network Support Technician

• Provide Tier I/II technical support for Watchtower customers and end users.
• Troubleshoot hardware, software, network, and mobile device issues across multiple environments.
• Support Android, iOS, Windows, and Linux operating systems.
• Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements.
• Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel.

• Provide Tier I/II technical support for Watchtower customers and end users
• Troubleshoot hardware, software, network, and mobile device issues across multiple environments
• Support Android, iOS, Windows, and Linux operating systems
• Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues
• Analyze system logs and identify root causes of technical problems
• Escalate complex issues to engineering teams while maintaining customer ownership and communication
• Monitor support ticket queues and ensure timely resolution of customer issues
• Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements
• Configure, customize, and validate DMSAT systems to meet mission objectives and customer requirements
• Coordinate and oversee on-site installation and deployment of DMSAT equipment and associated infrastructure
• Conduct operational testing and validation to ensure system readiness
• Support sustainment activities and lifecycle management of deployed systems
• Provide on-site technical support during deployment, operational exercises, and training events
• Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel
• Develop and maintain training materials, user guides, quick-reference guides, and Standard Operating Procedures (SOPs)
• Provide customer onboarding and operational best practices guidance
• Demonstrate system functionality and capabilities to users and stakeholders
• Deliver both remote and in-person technical instruction
• Assist with deployment, configuration, and maintenance of: Mobile Device Management (MDM) platforms, Windows and Linux servers, Virtualized environments, VPN solutions, Active Directory and LDAP services, Cloud-based services and infrastructure
• Support software updates, patch management, and system hardening efforts
• Assist in applying and validating DISA STIG compliance requirements
• Support network connectivity, encryption, certificate management, and secure communications
• Prepare and maintain deployment documentation, installation reports, training records, and operational checklists
• Document troubleshooting procedures, lessons learned, and technical solutions
• Capture bug reports and support root cause analysis efforts
• Maintain accurate customer support records and deployment status reports
• Support tactical communications and mobility solutions for DoD customers
• Participate in customer site visits, field installations, and operational exercises
• Ensure compliance with contractual, safety, security, and operational requirements
• Coordinate with internal engineering teams, government stakeholders, and customer representatives to ensure mission success
• Participate in after-hours support activities as required

• Provide technical support directly at client locations and by phone as assigned
• Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met

Support Engineer I, 3rd Shift (12am-9am EST Tuesday-Saturday)

• Provide technical support for employees and contractors, including desktops, laptops, software, hardware, printers, and peripherals.
• Troubleshoot and resolve technical issues quickly to minimize downtime.
• Install, configure, maintain, and support workstations, applications, and end-user devices.
• Assist with user account support in Active Directory and Microsoft 365.
• Document issues, resolutions, procedures, and equipment changes in the ticketing system or knowledge base.
• Collaborate with IT team members to resolve issues and support business needs.
• Communicate clearly and professionally with technical and non-technical users.
• Stay current with tools, technology, and best practices to support continuous improvement.

Desktop Support Technician

• Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals
• Maintain, upgrade, or replace software systems and provide hardware support
• Support and maintain user account information including rights, security, and systems groups
• Maintain progressive knowledge of ScriptPro systems
• Perform other duties as assigned

Technical Support Analyst

Technical Support Analyst – M-Tu, Th-Sa 11:30a-8:00p

• Provide Technical Support and assistance to end-users.
• Communicate effectively with end-users via ticketing system and email.
• Support Windows 10 based environment.
• Troubleshoot technical issues in an efficient manner.
• Deploy, troubleshoot, and manage multi-function printers.
• Deploy, troubleshoot, and manage mobile devices.

IT Technical Support

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform.
• Proactively identify accounts experiencing issues that could impact customer success or platform performance.
• Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions.
• Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required.
• Help maintain platform reliability and operational excellence as ShipScience scales.
• Serve as the primary escalation point for complex technical support issues.
• Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes.
• Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software.
• Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting.
• Document findings and recommended resolutions for recurring issues.
• Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects.
• Create clear bug reports, technical documentation, and escalation summaries that accelerate resolution.
• Validate fixes and monitor production performance following deployments.
• Assist with incident response and operational troubleshooting when production issues arise.
• Act as a bridge between customer-facing teams and Engineering during issue investigation and resolution.
• Partner with the Level 1 Support team to investigate and resolve escalated customer issues.
• Coordinate directly with carriers and third-party partners when platform or account issues require external support.
• Help establish escalation procedures and support playbooks for recurring issue types.
• Improve internal knowledge sharing and operational readiness across Support and Customer Success teams.
• Serve as a technical resource for complex customer and carrier-related investigations.
• Leverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and identify operational trends.
• Analyze production data to uncover patterns, detect anomalies, and proactively identify potential customer-impacting issues.
• Build reporting, dashboards, and monitoring systems that improve operational visibility.
• Develop metrics and alerting systems that help prevent issues before they affect customers.
• Design and implement scalable processes for monitoring, escalation, and issue management.
• Build operational tooling, workflows, and documentation that improve support efficiency.
• Create and maintain internal runbooks, troubleshooting guides, and escalation procedures.
• Identify opportunities to automate repetitive support and monitoring tasks.
• Help define the future structure and best practices of the Support Engineering function at ShipScience.

• Serve as a primary point of contact for technical support requests, hardware and software issues, and network issues for employees via phone, email, chat, or in person.
• Diagnose and resolve technical problems, escalating complex or security sensitive issues to higher‑ level support teams as required.
• Provide training and guidance to users on A/V systems (e.g., Microsoft Teams Rooms, conference room technology) and productivity tools.
• Configure, deploy, and maintain desktops, laptops, and mobile devices, including operating systems and software installations.
• Ensure IT assets are accurately tracked and documented; maintain up-to‑date records in asset and configuration management systems.
• Ensure strict adherence to ITAR regulations, company security policies, and audit requirements when handling systems, data, and user access.

• Lead and manage a multidisciplinary courseware team
• Oversee project performance, including cost, quality, and schedule reporting
• Translate contractual Statements of Work (SOW)
• Maintain integrated internal/external schedules
• Track and mitigate Risks, Issues, and Opportunities (RIO)
• Manage supplier relationships
• Drive continuous improvement of processes and tools
• Provide workforce leadership
• Prepare and deliver executive-level briefings

Support Engineering Manager

• Provides on-site and traveling IT support at Remote Site Support (RSS) and Learning Training Detachment (LTD) locations across CONUS and occasional OCONUS (e.g., Germany).
• Ensures classrooms, end-user devices, and local network connectivity remain fully operational, coordinating with the central POM/OMC IT Service Management team.

Site Support Technician

• 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

See all jobs on JobTailor

Technical Support Engineer

Financial Improvement and Audit Readiness Support Analyst

Manager, Technical Support Engineering

Recovery Support Analyst

Technical Analyst

Desktop Support Technician – Onsite

Network Support Technician

Network Support Technician

Network Support Technician

Support Engineer I, 3rd Shift (12am-9am EST Tuesday-Saturday)

Desktop Support Technician

Technical Support Analyst

Technical Support Analyst – M-Tu, Th-Sa 11:30a-8:00p

IT Technical Support

Support Engineer

IT Technical Support

Support Engineering Manager

Site Support Technician

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

Senior Loan Support Analyst – Agency and GSE Servicing