28 Production Technician jobs in Franklin

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

**Location:**
Remote, United States
**Employment Type:**
FullTime
**Location Type:**
Remote
**Department**
Customer Solutions
**Compensation:**
$106.2K - $124.7K - Offers Equity
_At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click_ here ( _._
**Overview**
We're not just building better tech. We're rewriting how data moves and what the world can do with it. With Confluent, data doesn't sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.
It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.
One Confluent. One Team. One Data Streaming Platform.
**About the Role:**
We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow - whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.
**What You Will Do:**
+ Working with customers to resolve a wide range of issues with their Confluent deployments
+ Contributing to process development - we're a small team, so we're looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture
+ Communicating with our Engineering team to provide real-time product feedback from the field
+ Improving product documentation and authoring knowledge base articles
+ Creating and reviewing product demos and internal tooling
+ Working closely with the team behind Apache Kafka!
**What You Will Bring:**
+ Excitement in learning about streaming data and becoming a domain expert in the Confluent Data Stream Platform
+ Strong debugging skills for troubleshooting and resolving issues related to external or integrated software systems provided by third parties.
+ Proficiency in Java or Scala
+ Experience in diagnosing, reproducing and resolving customer issues
+ Experience with Java, Databases, Cloud Object stores, Messaging systems, Cloud Functions is a plus
+ Desire to make customers successful through direct interaction.
+ Two out of these three:
+ - Experience troubleshooting applications running on Linux (resource contention, network bottlenecks, etc.)
+ - Operational knowledge of Java applications (stack, jmap, etc.)
+ - Experience with at least one mainstream distributed system (e.g. Kafka, Kafka Connect, Spark etc)
**Ready to build what's next? Let's get in motion.**
**Come As You Are**
Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible.
We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

**Job Overview**
The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.
You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.
**About Us**
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
**Responsibilities**
**Customer Strategy & Experience**
+ Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.
+ Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.
+ Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.
+ Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.
+ Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.
**Operational Excellence & Innovation**
+ Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.
+ Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.
+ Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.
+ Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.
+ Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.
**Team Leadership & Culture**
+ Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.
+ Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.
+ Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.
**Financial & Cross-Functional Leadership**
+ Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.
+ Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.
+ Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.
+ Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.
**Qualifications**
+ 15+ years of progressive leadership experience in global customer support or technical services roles.
+ Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability
+ Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle
+ Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes
+ Demonstrated success building high-performing, inclusive teams and leading through organizational change
+ Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies
+ Exceptional communication and executive presence, with the ability to influence stakeholders at all levels
+ Passion for customer advocacy and ongoing service innovation
**EEO Statement**
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .
**Compensation and Benefits**
We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.
The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions.

Essential Duties and Responsibilities :

• Able to assess customer needs, troubleshoot and set expectations for quick resolution

• Verify accuracy of business impact statement as provided by the customer

• Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem

• Routine use of testing tools; may define and recommend testing tools

• Research complex for resolution cases using knowledge bases, documentation etc.

• Develop reproducible cases, when necessary

• Prepare, recommend and implement solutions

• Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members

• Address and manage critical situation issues as an escalation expert across several products

• Assist, mentor and train other Support Engineers at different levels

• Participate in internal projects and other work as directed

• Ongoing self-directed learning to expand expertise of Rocket Software products

• Regularly contribute to training content

• Collaborate with Product Development Managers

• May serve as designated point of contact or support coordinator for large customer

• Act as project lead on assigned projects; may act as organizational team lead

Qualifications:

• 8+ years of experience in technical support or similar role with deep technical knowledge of

• z/OS mainframes

• Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.

• SQL, Data Virtualization, CDC

• Operating system knowledge: Windows, Unix, Linux.

• Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.

• Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS

• Available for some after hours, weekend and holiday work

• Strong communication and problem-solving skills

• Strong customer service skills in interacting with both internal and external customers.

• Demonstrated experience adapting to change and managing priorities

• Commitment to Rocket core values of empathy, trust, love and caring.

Additional skills that are helpful to have, but not required:

• Knowledge of Spark, Python, Java, Rexx

• Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.

• Knowledge/experience with ODBC/JDBC.

• Knowledge/experience of DB2 utilities and DB2 stored procedures.

• Knowledge/experience of DB2 LUW.

• Knowledge/experience with Visual Studio .NET.

• Knowledge/experience in z/OS Cobol or Natural.

• Knowledge/experience in Microsoft SQL Server or Oracle

• Knowledge/experience working with RACF, ACF2 or Top Secret.

• Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.

• Knowledge of Network topology.

• Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync

Information Security:

Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

#LI-SD1

#LI-Remote

.

What Rocket Software can offer you in USA:

Unlimited Vacation Time as well as paid holidays and sick time

Health and Wellness coverage options for Rocketeers and dependents

Life and disability coverage

Fidelity 401(k) and Roth Retirement Savings with matching contributions

Monthly student debt benefit program

Tuition Reimbursement and Certificate Reimbursement Program opportunities

Leadership and skills training opportunities

EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: or send an email to We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.

At Rocket, software is about more than just code-it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.

Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.

Integrations Technical Support Analyst

About Quore
Quore empowers hoteliers to elevate guest experiences and optimize operations. As the leading hospitality operations platform, we streamline workflows across housekeeping, front desk, engineering, and management. Our solutions, trusted by over 7,300 hotels worldwide, including brands like IHG, Marriott, and Choice, simplify daily tasks from managing maintenance and guest requests to conducting inspections and tracking capital expenditures. Founded in 2012, Quore is a Tennessee-based company recognized for its rapid growth and commitment to employee well-being. Quore was named to the Inc. 5000 list of America's fastest-growing private companies, a Top Workplace by The Tennessean, and one of Forbes' Best Startup Employers.Position Overview
We're looking for an Integrations Technical Support Analyst to serve as a key customer support and technical resource for enabling and supporting customer integrations. In this role, you'll be responsible for onboarding customers, troubleshooting technical issues related to APIs and data mapping, and collaborating cross-functionally to ensure a smooth integration experience. You will work closely with our Customer Success, Product, and Development teams to ensure issues are resolved quickly and thoroughly.

This position requires strong technical acumen in working with APIs, Postman, and SQL, as well as a customer-focused mindset and excellent communication skills. The ideal candidate is resourceful, highly collaborative, and eager to improve both internal processes and the customer experience.

This role is a hybrid role and will work in-person 2 or more days a week. We kindly ask that only candidates who are willing and able to work in-person at our Franklin, TN office apply for this position.Key ResponsibilitiesCustomer Onboarding & Enablement

• Guide customers through the integration setup process, including authentication, configuration, and data flow mapping.
• Deliver onboarding sessions and walkthroughs for integration-related tools and documentation.
• Provide input to internal teams on best practices to optimize long-term integration success.

Technical Support & Troubleshooting

• Respond to Level 1 and Level 2 technical inquiries via ticketing system or email.
• Troubleshoot API errors, data synchronization, and authentication issues (OAuth, API keys, webhooks).
• Use Postman or similar tools to test endpoints and simulate API calls.
• Analyze database queries and logs using SQL to assist in root cause analysis.
• Reproduce reported issues and provide detailed documentation to engineering.
• Monitor integration performance, patterns, and trends.
• Identify and document recurring issues or improvement opportunities.
• Respond to Level 1 and Level 2 technical inquiries via ticketing system or email.

Cross-Functional Collaboration

• Act as a bridge between customers, developers, and business teams to ensure timely resolution of technical issues.
• Contribute to internal knowledge bases and integration documentation.
• Provide insights to product and development teams based on integration challenges or customer feedback.
• Collaborate with customer success and sales teams to optimize the customer experience.

Required Qualifications

• 3+ years in a technical support, integration, or SaaS environment.
• Strong proficiency in:
  • API debugging and data flow analysis (REST, JSON, webhooks).
  • Postman or similar API testing tools.
  • SQL for data validation and basic troubleshooting.
• Familiarity with helpdesk and ticketing tools (e.g., Salesforce, Jira, Zendesk).
• Excellent analytical, organizational, and communication skills.
• Proven ability to explain technical concepts to non-technical stakeholders.

Preferred Qualifications

• Experience working in a hospitality tech or SaaS integration environment.
• Exposure to systems integration monitoring or API analytics platforms.
• Understanding of security protocols like OAuth 2.0 or API token management.

What We Offer

We're a diverse group united by a customer-first mentality. Our employees voted us to be a 2023 Top Workplace, recognized by The Tennessean. We've recently been applauded for our growth and innovation by the Association of Corporate Growth as one of the Top 20 Bootstrapped & Institutionally Backed Companies in Tennessee (2023) and by Inc. Magazine on the Inc. 5000 list (2024). Our benefits include:

• 100% employed paid medical, dental and vision coverage for full-time employees
• Flexible Spending Account & Health Savings Account options (employer contribution for HSA participants)
• Life insurance
• Short-term disability
• 401(k) with employer match
• 13 Paid holidays + 4 Weeks of PTO
• 12 weeks parental leave + Flexible maternity return to work options
• Eligible for participation in Annual Bonus Plan
• Employee Assistance Program
• Hybrid work schedule
• Flexibility to support work and personal needs
• Modern and creative workspace, including a well-stocked pantry and fridge
• Fun, hands-on culture, recognized by Forbes as one of the Best Startup Employers of 2020

Quore is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

H1B Sponsorship is not available for this position.

Integrations Technical Support Analyst About Quore

Quore empowers hoteliers to elevate guest experiences and optimize operations. As the leading hospitality operations platform, we streamline workflows across housekeeping, front desk, engineering, and management. Our solutions, trusted by over 7,300 hotels worldwide, including brands like IHG, Marriott, and Choice, simplify daily tasks from managing maintenance and guest requests to conducting inspections and tracking capital expenditures. Founded in 2012, Quore is a Tennessee-based company recognized for its rapid growth and commitment to employee well-being. Quore was named to the Inc. 5000 list of Americas fastest-growing private companies, a Top Workplace by The Tennessean, and one of Forbes Best Startup Employers.

Position Overview

Were looking for an Integrations Technical Support Analyst to serve as a key customer support and technical resource for enabling and supporting customer integrations. In this role, youll be responsible for onboarding customers, troubleshooting technical issues related to APIs and data mapping, and collaborating cross-functionally to ensure a smooth integration experience. You will work closely with our Customer Success, Product, and Development teams to ensure issues are resolved quickly and thoroughly.

This position requires strong technical acumen in working with APIs, Postman, and SQL, as well as a customer-focused mindset and excellent communication skills. The ideal candidate is resourceful, highly collaborative, and eager to improve both internal processes and the customer experience.

This role is a hybrid role and will work in-person 2 or more days a week. We kindly ask that only candidates who are willing and able to work in-person at our Franklin, TN office apply for this position.

Key Responsibilities Customer Onboarding & Enablement

• Guide customers through the integration setup process, including authentication, configuration, and data flow mapping.
• Deliver onboarding sessions and walkthroughs for integration-related tools and documentation.
• Provide input to internal teams on best practices to optimize long-term integration success.

Technical Support & Troubleshooting

• Respond to Level 1 and Level 2 technical inquiries via ticketing system or email.
• Troubleshoot API errors, data synchronization, and authentication issues (OAuth, API keys, webhooks).
• Use Postman or similar tools to test endpoints and simulate API calls.
• Analyze database queries and logs using SQL to assist in root cause analysis.
• Reproduce reported issues and provide detailed documentation to engineering.
• Monitor integration performance, patterns, and trends.
• Identify and document recurring issues or improvement opportunities.
• Respond to Level 1 and Level 2 technical inquiries via ticketing system or email.

Cross-Functional Collaboration

• Act as a bridge between customers, developers, and business teams to ensure timely resolution of technical issues.
• Contribute to internal knowledge bases and integration documentation.
• Provide insights to product and development teams based on integration challenges or customer feedback.
• Collaborate with customer success and sales teams to optimize the customer experience.

Required Qualifications

• 3+ years in a technical support, integration, or SaaS environment.
• Strong proficiency in:
  • API debugging and data flow analysis (REST, JSON, webhooks).
  • Postman or similar API testing tools.
  • SQL for data validation and basic troubleshooting.
• Familiarity with helpdesk and ticketing tools (e.g., Salesforce, Jira, Zendesk).
• Excellent analytical, organizational, and communication skills.
• Proven ability to explain technical concepts to non-technical stakeholders.

Preferred Qualifications

• Experience working in a hospitality tech or SaaS integration environment.
• Exposure to systems integration monitoring or API analytics platforms.
• Understanding of security protocols like OAuth 2.0 or API token management.

What We Offer

Were a diverse group united by a customer-first mentality. Our employees voted us to be a 2023 Top Workplace, recognized by The Tennessean. Weve recently been applauded for our growth and innovation by the Association of Corporate Growth as one of the Top 20 Bootstrapped & Institutionally Backed Companies in Tennessee (2023) and by Inc. Magazine on the Inc. 5000 list (2024).

Our benefits include:

• 100% employed paid medical, dental, and vision coverage for full-time employees
• Flexible Spending Account & Health Savings Account options (employer contribution for HSA participants)
• Life insurance
• Short-term disability
• 401(k) with employer match
• 13 Paid holidays + 4 Weeks of PTO
• 12 weeks parental leave + Flexible maternity return to work options
• Eligible for participation in Annual Bonus Plan
• Employee Assistance Program
• Hybrid work schedule
• Flexibility to support work and personal needs
• Modern and creative workspace, including a well-stocked pantry and fridge
• Fun, hands-on culture, recognized by Forbes as one of the Best Startup Employers of 2020

Quore is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individuals race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. H1B Sponsorship is not available for this position.

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.
This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.
The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.
**Key responsibilities:**
+ Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
+ Uses Managed Services product and process knowledge along with discretion to respond to tickets.
+ Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
+ Flags the need for such content, when relevant articles are not available
+ Provides timely updates to clients, when requested, on any pending requests or tickets.
+ Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
+ Produces breach and aging reports for tickets opened by the service desk.
+ Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
+ Uses sound judgment to escalate an issue to a higher level.
+ Ensures that a professional level of service quality is maintained and that clients are satisfied.
**To thrive in this role, you need to have:**
+ Ambitious self-starter who is passionate about IT.
+ Solid expertise at using sound judgment to escalate an issue to a higher level.
+ Methodical in approach to ticket resolution.
+ Demonstrates an ability to interact with a variety of stakeholders.
+ Demonstrates required integrity to ensure excellent client service and retention.
+ Team player with excellent attention to detail and client focused.
+ Effective verbal and written communication skills.
+ Ability to work in 24X7 shift structure, based on a defined roster.
+ Familiar with ITIL concepts.
+ Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
**Academic qualifications and certifications:**
+ Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
+ India specific - A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
+ ITIL v4 foundation certification and knowledge is preferable.
**Required experience:**
+ Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

**It's fun to work in a company where people truly BELIEVE in what they're doing!**
**Job Description Summary:**
The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions.
**Essential Duties and Responsibilities** :
+ Able to assess customer needs, troubleshoot and set expectations for quick resolution
+ Verify accuracy of business impact statement as provided by the customer
+ Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem
+ Routine use of testing tools; may define and recommend testing tools
+ Research complex for resolution cases using knowledge bases, documentation etc.
+ Develop reproducible cases, when necessary
+ Prepare, recommend and implement solutions
+ Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members
+ Address and manage critical situation issues as an escalation expert across several products
+ Assist, mentor and train other Support Engineers at different levels
+ Participate in internal projects and other work as directed
+ Ongoing self-directed learning to expand expertise of Rocket Software products
+ Regularly contribute to training content
+ Collaborate with Product Development Managers
+ May serve as designated point of contact or support coordinator for large customer
+ Act as project lead on assigned projects; may act as organizational team lead
**Qualifications:**
+ 8+ years of experience in technical support or similar role with deep technical knowledge of
+ z/OS mainframes
+ Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
+ SQL, Data Virtualization, CDC
+ Operating system knowledge: Windows, Unix, Linux.
+ Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
+ Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
+ Available for some after hours, weekend and holiday work
+ Strong communication and problem-solving skills
+ Strong customer service skills in interacting with both internal and external customers.
+ Demonstrated experience adapting to change and managing priorities
+ Commitment to Rocket core values of empathy, trust, love and caring.
**Additional skills that are helpful to have, but not required:**
+ Knowledge of Spark, Python, Java, Rexx
+ Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
+ Knowledge/experience with ODBC/JDBC.
+ Knowledge/experience of DB2 utilities and DB2 stored procedures.
+ Knowledge/experience of DB2 LUW.
+ Knowledge/experience with Visual Studio .NET.
+ Knowledge/experience in z/OS Cobol or Natural.
+ Knowledge/experience in Microsoft SQL Server or Oracle
+ Knowledge/experience working with RACF, ACF2 or Top Secret.
+ Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
+ Knowledge of Network topology.
+ Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync
**Information Security:**
Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
**Diversity, Inclusion & Equity:**
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
#LI-SD1
#LI-Remote
.
**What Rocket Software can offer you in USA:**
**Unlimited Vacation Time as well as paid holidays and sick time**
**Health and Wellness coverage options for Rocketeers and dependents**
**Life and disability coverage**
**Fidelity 401(k) and Roth Retirement Savings with matching contributions**
**Monthly student debt benefit program**
**Tuition Reimbursement and Certificate Reimbursement Program opportunities**
**Leadership and skills training opportunities**
EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: or send an email to We will make a determination on your request for reasonable accommodation on a case-by-case basis.
_It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability._
_If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_
Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.
At Rocket, software is about more than just code-it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.
Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.

Technical Support Tier II - Hybrid

Job Locations

US-TN-Nashville

Job Category

Information Technology

ID

2025-10222

Shift

US - Weekday days

Overview

Technical Support - Tier II role utilizes strong technical knowledge of business systems and software to provide customer service and technical support for internal and external customers of business group technology. The role provides specialized technical expertise on issue resolution, network troubleshooting, technical support, and integrations for business group products/services, including integration support and implementation of integration software.

Responsibilities

Responds to client or internal queries, performing an initial diagnostic analysis of the query and determine next steps necessary to resolve or assign the query to next level of technical support. This role also interacts with product, development and quality assurance teams to give feedback, discuss design issues, investigate problems, and develop solutions to meet the needs of users.
• Manage ticket escalations from the Tier I team including moderately complex and non-standard issues, often requiring development of solutions that rely on past experience, thorough understanding of the system environment and ability to effectively utilize a wide range of technology tools/techniques.
• Maintain an in-depth understanding of all aspects of the software and system components supporting the business to provide technical support, troubleshoot technology issues and develop solutions to address system issues raised by customer support, implementation, operations and/or customers.
• Report & analyze trends and provide feedback to product and development teams to enable longer-term solutioning to resolve recurring system or customer issues.
• Work with clients and customer teams to determine requirements and perform complex non-standard implementations of business group products and services.
• Assist customers with reports or other available complex system functionality.
• Provide technical expertise and demo support to customer-facing support and sales staff and/or prospective clients.
• Train clients and internal teams on system functionality. May also create training documentation, client reports and marketing materials.
• Resolve escalated support tickets for highly complex technical issues when first-line product support teams have not succeeded in isolating and resolving an issue
• Ask questions and use diagnostic programs to efficiently and accurately diagnose issues and resolve them. Properly identify when to escalate an issue and follow instructions regarding case escalation while monitoring and adhering to customer SLAs.
• Walk end-user clients through problem diagnosis and resolution process ensuring clear effective communication and client satisfaction.
• Work closely with the Development, QA, DevOps, Customer Support, and Implementations Teams to ensure a high level of customer support.
• Subject Matter Expert for integrated solutions across multiple CPI product lines (instant issue, digital, and central fulfillment)
• Assist operational teams in integrated configuration of live clients, including, but not limited to setup, billing, contractual requirements, etc.
• Support of integrated client/vendors with design discussions to CPI API's, as well as general troubleshooting and assistance during new integration on-boarding/UAT testing

Qualifications

Requirements:

• Bachelor's Degree in Computer Science, or equivalent experience.
• A+ and Network+ certification, or equivalent demonstrated knowledge.
• At least 2 years demonstrated success in application or systems support role
• Working knowledge of Linux and SQL
• General knowledge and understanding of networking technologies and API's
• Networking knowledge including: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, troubleshooting
• Working knowledge of IP routing design and general Internet connectivity and related dependency's (DNS, Security, IP Routing, HTTP, VPN, etc.)

Qualifications:

• Previous experience utilizing an industry standard IT ticketing system and incident management processes
• Solid working knowledge of:
  • Professional collaboration tools
  • MS Office 365
• Strong verbal/written communications skills and strong teamwork skills - ability to communicate well to both customers and non-technical colleagues and to technical resources
• Strong problem-solving skills and ability to dive into details and drive issue resolution, while maintaining strong communication with customer.
• Excellent documentation and organizational skills
• Demonstrated ability to multi-task in a fast-paced environment with stringent deadlines
• Strong customer and relationship management skills
• General security, telephone systems and circuits, Internet, firewalls/DMZ, IP network and communications rooms (equipment, software/protocols, and cabling), monitoring, test systems/platforms, overall data security and encryption.
• Ability to read and analyze Wireshark packet captures (Pcap)
• Ability to handle ambiguous situations independently

Physical Demands:

• Must be able to remain in a stationary position (sitting or standing) a majority of the time.
• Occasionally move about inside the office to access cabinets and office machines.
• Constantly operates a computer and other office productivity machinery.
• Frequently communicates with co-workers on project requirements, must be able to exchange accurate written or verbal communications.
• Must be able to assess information from computers.
• Works in indoor office conditions.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Company Overview:
CPI Card Group is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at

Benefits:
Competitive pay rates and an inclusive, empowering and rewarding culture.
Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.