Support Engineer

• Manage clinical applications and supporting infrastructure
• Assist in capturing capability needs
• Collaborate with cross-functional teams
• Support requirements testing
• Communicate with team members and clients

Associate Technical Analyst

• 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

• Serve as the primary escalation point for complex technical issues, guiding junior support engineers through troubleshooting and resolution.
• Oversee and perform advanced administration of Windows, Linux, and virtualized environments, including proactive system tuning, performance optimization, and advanced troubleshooting.
• Provide higher-level support for networking issues, assisting with network design and security configurations, such as firewall rules, VPN setup, and security monitoring.
• Manage and optimize cloud and hybrid services (Azure, Office365, AWS) at a strategic level, including implementing and refining cloud security, cost management, and compliance.
• Develop and implement complex scripts to automate processes, system updates, and deployment tasks, while mentoring others on best scripting practices (PowerShell, Python).
• Create and maintain detailed documentation for advanced procedures, best practices, and training guides. Actively share knowledge with junior engineers to foster skill growth across the team.
• Lead major incident responses, perform root cause analyses, and proactively identify trends in recurring issues to develop preventive measures.
• Act as a technical lead on IT projects, overseeing timelines, coordinating with other teams, and ensuring project goals are met within scope.
• Mentor junior engineers, conduct training sessions, and help shape professional development paths for team members.
• Authentically support the PEMCO Brand and constantly are on the lookout for top talent to join us to achieve our Mission to Worry Less and Live More.

Senior IT Support Engineer

• Provide product technical support for end-customers using Fluke test and measurement tools and software.
• Provide high-quality, timely responses to customer inquiries by email, phone, and support case ticketing system.
• Advocate for customers by collaborating with several teams including Engineering, Sales, Marketing, Service Center, and Operations.
• Assist Sales personnel and Fluke internal groups by answering product support questions.
• Develop and edit Knowledge Base content for enabling customer self-help.

• Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff.
• Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients.
• Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption.
• Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations.
• Documentation & Best Practices: Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

L3 Network Support Engineer – Remote

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
• Coordinate with Laserfiche development when cases require additional assistance.
• Report and file bug tickets that come up during troubleshooting.
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases.
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum.
• Watch and review videos of internal software training sessions and development meetings.
• Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices.
• Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
• Participate in departmental training sessions in-person or remotely.

Support Engineer I

• Provide responsive 24x7x365 world class technical customer service and support for service requests, phone calls and email inquiries.
• Utilize and maintain knowledge, troubleshooting guides and self-help resources for internal team and external customer usage.
• Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.
• Draft and publish global communications for unplanned events.
• Continuous learning by staying up to date with new software/hardware products, features and Information Technology (IT) support methods.
• Be a resource and partner with cross functional and matrix organization team members in delivering superior customer service and support.

Technical Product Support Analyst – Associate, Experienced

• Own and manage high‑priority, business‑critical customer escalations through resolution
• Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed
• Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation
• Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution
• Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle
• Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties
• Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution
• Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues
• Mentor and guide teams outside the escalation function on critical situation processes when required
• Act as a crisis manager during catastrophic or politically sensitive customer events
• Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting
• Provide detailed incident reporting and insights to support decision‑making and long‑term improvements
• Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage

Support Engineer – Escalation Management

• 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).

• 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 critical sales account support for HM Insurance Groups' Stop Loss Business Unit
• Facilitate the seamless implementation and ongoing administration of group accounts
• Assist the sales team by managing complex, stop loss sales cycle tasks
• Act as a primary point of contact for resolving issues related to RFP intake, underwriting, account implementation, and ongoing group account service
• Contribute to and manage small to medium projects within their assigned area

Senior Account Support Analyst

• Provide onsite and remote technical support to Avalere Health employees
• Manage employee expectations during diagnosis, troubleshooting, and resolution of their technical issues
• Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
• Procurement, provisioning, and support of IT hardware including laptops, printers, and mobile devices
• Engage and coordinate with hardware and software vendors to repair/support technology components
• Update and improve knowledgebase documentation as appropriate
• Adhere to asset management processes to ensure accurate recording of company resources
• Escalation of major incidents and problems to the escalation team
• Support business acquisitions and systems integrations from an IT perspective

IT Support Technician

• Provide front line phone coverage, and participate in various call center groups.
• Provide on-site assistance to clients within your local geography.
• Provide excellent customer service to Xantrion’s client base.
• Provide technical support as assigned for issues related to computer systems, software, and hardware.
• Log and track support requests in ConnectWise.
• Prioritize and/or escalate tickets as required to ensure customer satisfaction.
• Brief customers, as well as management, on the status of current resolution efforts.
• Follow up with customers to ensure an issue has been resolved.

IT Support Engineer

• Respond to customer accessibility cases with urgency, warmth, and technical precision — bringing both quick turnaround and genuine care to every interaction
• Reproduce and investigate accessibility issues firsthand using assistive technologies (including screen readers like JAWS, NVDA, and VoiceOver) across Salesforce's platform and ecosystem to truly understand what a customer is experiencing
• Build hands-on accessibility demonstrations and working test environments within the Salesforce ecosystem to isolate, validate, and document accessibility barriers for customers and the internal product team
• Lead live customer calls with confidence — at times advocating on behalf of the customer to our product team when a real defect needs to be prioritized, and at other times guiding the customer to a clear understanding of platform capabilities, standards, and roadmap realities
• Serve as a technical liaison between customers and the product team, escalating validated accessibility issues with detailed reproduction steps and advocating for fixes based on real-world customer impact
• Develop growing expertise in assigned areas of Salesforce product functionality and apply that knowledge to help customers navigate complex accessibility challenges
• Create knowledge base materials and documentation that improve resolution efficiency for the broader support team and empower customers to self-serve
• Share discoveries and best practices with teammates — we learn fast together here
• Evangelize accessible design and development, both within Salesforce and with our customers, helping raise the bar on what "accessible" actually means in practice

Technical Support Engineer – Accessibility

• Responsible for Salesforce's Critically Important Support, handling and executing cases of all severities
• Implementing and identifying ways to prevent customer issues through proactive support and monitoring
• Delivering world-class customer support to our Signature and Premier customers
• Driving operational excellence
• Partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments
• Meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets
• Serving as a technical lead for junior engineers
• Helping support leadership influence product roadmap, product quality, and supportability

Senior Technical Support Engineer – Nonprofit Cloud, Education Cloud

• Support technical aspects of the application product life cycle
• Collaborate with customers and technical teams to capture capability needs
• Ensure compliance with required standards and obtain necessary approvals throughout project lifecycle
• Analyze market trends for competitive insights

• Serve as a primary technical resource for customer inquiries related to Upbound’s products Spaces, Cloud, Official Extensions, Marketplace, Registry & More delivering a “wow” experience with every single touch
• Apply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root cause
• Triage, own, and drive tickets to resolution with urgency and clear communication proactively keeping customers informed every step of the way
• Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution
• Partner with the Solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experience
• Capture and contribute knowledge back to the team building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) methodology
• Gather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the team
• Build or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your own impact

Customer Support Engineer

• 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

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