Support Engineer

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

Technical Support Engineer

• Act as a first point of contact for technology issues—diagnosing problems, researching solutions, escalating when needed, and documenting each resolution (40%)
• Set up, modify, and remove user accounts, roles, rights, and permissions across multiple systems, applying access policies accurately and consistently (25%)
• Move fluidly between a wide range of applications, learning unfamiliar tools quickly and reasoning through problems methodically (15%)
• Author and update knowledge base articles, help build and maintain the support website, and create documentation that reduces future support volume (15%)
• Deepen understanding of our platforms, explore new technologies that could improve service, and handle student and employee information in accordance with FERPA and BYU-Pathway policies (5%)

Student Technical Support Specialist – Part-Time

• 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

Software Support Engineer

• Own technical support end-to-end, including escalations and high-impact issues.
• Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.
• Troubleshoot complex SaaS issues across integrations, APIs, and platform workflows.
• Establish clear support paths for bugs, feature requests, and system issues.
• Ensure consistent, high-quality communication with customers and internal stakeholders.
• Build and optimize scalable support workflows to improve efficiency and experience.
• Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).
• Identify trends and recurring issues to reduce ticket volume and improve product usability.
• Define and maintain escalation frameworks and severity levels.
• Translate support insights into clear, actionable feedback for Product and Engineering.
• Partner on prioritization of bugs, features, and improvements.
• Ensure issues are documented with clear reproduction steps, impact, and context.
• Track and communicate the status of bugs, fixes, and releases to users and stakeholders.
• Own internal and external knowledge base content, ensuring accuracy and usability.
• Create and maintain troubleshooting guides, SOPs, and support playbooks.
• Standardize processes and responses to drive consistency across the team.
• Partner with CS, Ecommerce, Product, Engineering, and Implementation teams to improve the end-to-end user experience.
• Support product launches by ensuring support readiness and documentation.
• Act as the technical liaison between teams, simplifying complex issues into clear next steps.
• Mentor team members on technical troubleshooting and best practices.
• Serve as the go-to resource for technical support knowledge.
• Contribute to a culture of ownership, accountability, and continuous improvement.

Technical Support Specialist

• 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

• Responding to inbound client calls, chats and cases regarding client specific products while troubleshooting our software
• Act with determination and full ownership to resolve all cases with importance on first contact resolution
• Develop an understanding of product knowledge, architecture, and solutions
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs
• Exhibit a speed to success through effective troubleshooting
• Highlight the ability to resolve synchronization software functioning issues
• Responsible for managing cases and ensuring timely resolution of client concerns
• Provide expert advice to assist clients with the health of their business through using Solutionreach software
• Demonstrate drive for the success of our client’s practices
• Must be able to effectively solve software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution
• Empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase

• ***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

• Take and respond to customer live queries in a timely and accurate way, via phone, email, and chat
• Identify customer needs, analyze situations, and formulate timely solutions to their issues to retain customer satisfaction
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on all communication platforms to be able to address complaints accordingly
• Follow up with customers to ensure their technical issues are resolved
• Escalate customer concerns promptly as the need arises
• Take notes and file logs on each customer's queries to maintain a record of each call, ensuring all issues and requests are addressed in the long term

Tier 1 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 Support Analyst

• Answer incoming calls and/or web cases from our most strategic clients• Make outbound calls as needed to clients to resolve support cases• Respond to case comments from our web portal to support our clients• Documents support cases thoroughly, showing research steps and resolution• Identify client concerns and engage appropriate internal resources to ensure timely resolution• Use resources to resolve issues in a timely and self-sufficient manner• Communicates well within department and with other departments• Strives to meet and exceed individual, and team, goals and metrics• Abides by phone schedule to ensure enough coverage for our clients• Ability to demonstrate professionalism in communicating with clients both written and verbally• Performs other duties and/or projects as assigned by management within the area of responsibility and control

Enterprise Technical Support Analyst

• Taking ownership of reported issues and ensuring their resolution from start to finish
• Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems
• Replicating reported issues and writing detailed bug reports
• Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base
• Handling crises in the event of feature failures or application downtime
• Participating in an on-call rotation and leading production incidents
• Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries
• Driving cross-team initiatives that have area-wide impact beyond your immediate team
• Taking responsibility for technical designs of new services and tools
• Identifying gaps in issues and processes, bringing data-driven solutions to the table
• Optimising and automating repetitive tasks
• Gathering feature requests and making them visible to correct stakeholders for planning
• Actively participating in the hiring pipeline and referring candidates

Senior Technical Support Engineer

Treasury Management Sales Support Analyst – Payables, Commercial Card

• Act as the primary point of contact for our external facing teams.
• Investigate "stuck" orders or inventory sync issues.
• Learn to perform "Customer Change Requests" (CCRs).
• Translate customer frustrations into clear reports for engineers.
• Participate in the Weekly Operational Health Sync.

Technical Support Liaison

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat.
• Develop subject matter expertise in core technologies and at least one other specialized technology area.
• Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process.
• Educate customers on software functionalities, best practices, and product updates.
• Document and report software issues, design concerns, and reliability challenges to appropriate internal teams.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Assist with special projects and other duties as assigned.

• 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

• Provides technical and preanalytic support services for a designated division of technical operations and clients.
• Contact clients with specimen information such as specimen integrity, volume, test clarification, and missing specimens.
• Provides a supportive link between customers and all other areas of the company.
• Completes and demonstrates department-specific training and competency within 6 months.
• Accurately processes specimens according to established departmental procedures.
• Evaluates specimens for acceptability and follows the appropriate procedures for specimens that do not meet acceptance criteria.
• Initiates problem resolution.
• Processes requests for add on testing.
• Develops proficiency with laboratory information systems including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
• Receives and initiates telephone calls to/from customers and laboratories in a timely and courteous manner.
• May provide verified test results available in the LIS, as requested, to authenticated individuals.
• Provides education, guidance, and troubleshooting to customers regarding available resources, testing and application utility.
• Maintains competency on pre-analytic equipment, maintenance and operation as needed for department support.
• Maintains work area. Cleans bench tops and equipment as needed and daily at the end of the work shift. Documents cleaning and maintenance as required.
• Builds and maintains customer relationships throughout all communications while providing a positive, professional and empathetic understanding. Documents customer communications, resolutions, issues, and appropriate follow-up.

Laboratory Client Support Technician – Client Services

• Provide post-sale technical support to customers and partners
• Assess and document reported customer issues
• Formulate and communicate resolution plans
• Gather necessary information and resources
• Investigate and reproduce case scenarios
• Provide clear customer responses and document corrective actions

Technical Support Engineer II

• 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

• Provide technical support remotely and on site for highly complex problems involving equipment malfunction, on wafer issues, and performance enhancement programs.
• Use advanced troubleshooting methodologies and establish success criteria.
• Develop comprehensive action plans, analyze findings, and perform root cause analysis.
• Support FSO repair activities through escalation closure.
• Recommend best practices to improve products, processes, or services.
• Provide on-site coaching to FSO and support NPI development early in the product life cycle.

• Provide technical support remotely and onsite to FSO personnel
• Establish success criteria and develop comprehensive action plans
• Support and provide technical feedback to improve fleet performance
• Guide and coach field engineers in troubleshooting techniques
• Create troubleshooting guides and support technical documentation

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Systems and Support Analyst, Financial Aid

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