Mindex

Customer Support

• Triage customer chat requests and service desk tickets for Mindex product applications, including server and/or database troubleshooting
• Troubleshoot Mindex product applications and server- and database-related tickets, escalating when further investigation and documentation are required
• Work with customers to document and reproduce issues; document the scope and customer criticality of defects and bugs
• Assist in deploying custom reports and procedures
• Monitor the Service Desk ticketing system for product issues and trends
• Collaborate with team members on training and documentation, including FAQs
• Identify product application, server, and database-related trends and suggest product enhancements
• Contribute to critical incident management and provide updates to internal and external stakeholders
• Contribute to departmental goals, OKRs, and initiatives
• Assist with customer meetings and attend conferences as a subject matter expert
• Act as the primary point of contact for assigned customers as needed

Product Support Specialist

Software Engineer

• Apply AI-assisted engineering practices (AI DLC) across the development lifecycle, sharing effective workflows and patterns with the team.
• Design and maintain APIs, background services, and reusable business logic using .NET and C#.
• Build customer-facing features, including UI, Blazor apps, and .NET MAUI mobile functionality.
• Develop cloud-native solutions and infrastructure as code on AWS, and support CI/CD pipelines and deployment automation.
• Implement observability (logging, metrics, tracing, alerting) and investigate production issues to identify root causes.
• Apply security, privacy, and least-privilege principles across application and infrastructure work.
• Participate in technical design, estimation, code reviews, and incremental delivery.
• Collaborate with Product, Test Engineering, Support, and CloudOps to resolve dependencies and deliver complete solutions.
• Document architecture and technical decisions to support long-term maintainability.

Scrum Master

• Support three Scrum teams in the Professional Services division
• Facilitate standard Scrum ceremonies and remove impediments
• Navigate a scaled agile environment, including release planning and quarterly planning
• Manage project scope, timelines, and costs to meet stakeholder expectations
• Distill complex messages and status updates for managers, directors, and key stakeholders
• Coach team members in Agile frameworks and SDLC processes
• Mentor teams toward self-organization, self-management, self-discipline, and continuous improvement
• Build a trusting, open, and safe environment that promotes transparency and innovation
• Foster interpersonal relationships in a remote environment through team building, games, and learning
• Partner with technical leads to provide performance feedback, coaching, and professional development; may include people management
• Collaborate with Scrum team members to ensure successful sprint execution through inspection, adaptation, and best practices