Support Engineer

• Provide installation information, site-specific information, and relevant contacts to improve customer experience.
• Address customer-relation challenges, provide guidance, and escalate issues according to established protocols.
• Deliver software services across pre-sales, post-sales, and service delivery support.
• Deliver tailored solutions to large enterprise, complex, or corporate accounts.
• Use proactive monitoring techniques and tools to prevent problems and enhance customer experiences.
• Provide site support for customer break-fix activities and technical assistance to third-party and authorized service providers.
• Lead onsite escalation support when needed.
• Resolve complex issues and recommend improvements using creative and effective approaches.
• Coordinate departmental work, mentor the team, and serve as an escalation point.
• Identify improvement opportunities and assure effective business controls through review, analysis, and verification.
• Coordinate functional work, assist departments, monitor process execution, and foster positive working relationships.

Field Technical Support Representative

• Provide installation information, site-specific information, and relevant contacts to improve customer experience.
• Address customer-relation challenges, provide guidance, and escalate issues according to established protocols.
• Deliver software services across pre-sales, post-sales, and service delivery support.
• Provide tailored solutions to large enterprise, complex, or corporate accounts.
• Use proactive monitoring techniques and tools to prevent problems and enhance customer experiences.
• Provide site support for customer break-fix activities and technical assistance to third-party and authorized service providers.
• Lead onsite escalation support when needed and resolve complex issues.
• Coordinate departmental work, mentor the team, and serve as an escalation point.
• Identify improvement opportunities and assure business controls through review, analysis, and verification.
• Coordinate functional work, assist departments, monitor process execution, and foster positive working relationships.
• Lead or provide expertise to functional project teams and participate in cross-functional initiatives.

• Lead, coach, and develop a team of 9 Technical Support Engineers
• Mentor the team on log analysis, configuration issues, sensor/integration debugging, and customer communication
• Build a culture of ownership and urgency and drive escalations to resolution
• Own SLA performance for the team
• Own the roadmap for AI-assisted triage, including tuning Intercom's Fin agent and evaluating or building debugging copilots
• Design repeatable triage processes and playbooks for customer segments and products
• Identify workflow friction and ship process and tooling improvements
• Partner with Engineering on routing, tracking, and resolution of technical escalations
• Represent customer needs in engineering and product discussions
• Collaborate with Customer Success and onboarding teams on handoffs and customer experience
• Push for clarity and decisive tradeoffs across teams

Technical Support Engineering Manager

• Serve as a technical support resource for customer deployments and upgrades, providing timely and effective resolutions
• Diagnose and troubleshoot issues related to Experlogix CPQ software, SQL Server databases, ERP and CRM integrations, and web-based applications
• Collaborate with Product Development, Professional Services, and other cross-functional teams to investigate and resolve technical issues
• Develop and maintain technical expertise in Experlogix products, Microsoft technologies, ERP systems, CRM platforms, and SQL Server
• Document troubleshooting steps, root causes, and resolutions within the company knowledge base
• Identify recurring issues and provide feedback to improve product quality, support processes, and customer experiences
• Participate in ongoing technical training and knowledge-sharing sessions
• Escalate complex or product-related issues appropriately while maintaining ownership of customer communication and follow-through