346 IT Specialists jobs in Baltimore

Description

DRB Systems ("DRB") is the leading provider of technology-enabled devices and software solutions to the North American car wash industry. The Technical Support Representative is responsible for providing technical assistance to car wash owners, operators, and staff.

WHAT WE DO: enabling the future of vehicle care - wherever the road takes you.

WHY WE DO IT: To fuel our client's growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

JOB PURPOSE:

We are looking for a Technical Support Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Respond to customer queries in a timely and accurate way: incoming phone calls and e-mails from car wash owners, operators, and management needing technical support, configuration changes, or training on their products.

• Resolves cases representing technical requests from our customers troubleshoots technical and process issues.

• Takes Notes in Salesforce detailing steps and processes taken on every interaction.

• Follow up with customers to ensure their technical issues are resolved.

• Assist in training new Technical Support Representatives.

• Gathers data to identify and evaluate technical purchasing options.

• Provide Best in Class service to internal and external customers.

• Availability to work evenings, weekends, and holidays on a rotation.

• Sitting for long periods of time doing computer work.

SUPERVISORY RESPONSBILITIES:

None.

MINIMUM REQUIREMENTS:

Skill Sets:

• Experience in customer facing position

• Ability to maintain composure in high-stress situations

• Problem solving and troubleshooting skills

• Active listening and interpersonal skills

• Strong attention to detail

• Knowledgeable in MS Office (Excel, Word, Power Point)

• Curiosity

Education:

• High School Diploma (or GED or High School Equivalence Certificate)

Preferred Requirements:

• Associates or Bachelor's Degree

• Technical experience

The base compensation range for this position is $17.84 to $4.28 per hour. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

For this specific role, you may be eligible for overtime in accordance with state laws. Overtime hours are not guaranteed.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 3 weeks, 11 paid holidays per year and 5 days of paid sick leave.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant's geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.

Vontier is a 3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies-Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems-are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier's pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as "Vontier Company".

Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail

Equal Opportunity Employer (

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

The company in which you have expressed employment interest is equal opportunity employer that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

**Description**
DRB Systems ("DRB") is the leading provider of technology-enabled devices and software solutions to the North American car wash industry. The Technical Support Representative is responsible for providing technical assistance to car wash owners, operators, and staff.
WHAT WE DO: enabling the future of vehicle care - wherever the road takes you.
WHY WE DO IT: To fuel our client's growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.
**JOB PURPOSE:**
We are looking for a Technical Support Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.
**ESSENTIAL FUNCTIONS & RESPONSIBILITIES**
+ Respond to customer queries in a timely and accurate way: incoming phone calls and e-mails from car wash owners, operators, and management needing technical support, configuration changes, or training on their products.
+ Resolves cases representing technical requests from our customers troubleshoots technical and process issues.
+ Takes Notes in Salesforce detailing steps and processes taken on every interaction.
+ Follow up with customers to ensure their technical issues are resolved.
+ Assist in training new Technical Support Representatives.
+ Gathers data to identify and evaluate technical purchasing options.
+ Provide Best in Class service to internal and external customers.
+ Availability to work evenings, weekends, and holidays on a rotation.
+ Sitting for long periods of time doing computer work.
**SUPERVISORY RESPONSBILITIES:**
None.
**MINIMUM REQUIREMENTS:**
**Skill Sets:**
+ Experience in customer facing position
+ Ability to maintain composure in high-stress situations
+ Problem solving and troubleshooting skills
+ Active listening and interpersonal skills
+ Strong attention to detail
+ Knowledgeable in MS Office (Excel, Word, Power Point)
+ Curiosity
**Education:**
+ High School Diploma (or GED or High School Equivalence Certificate)
**Preferred Requirements:**
+ Associates or Bachelor's Degree
+ Technical experience
The base compensation range for this position is $17.84 to $4.28 per hour. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.
For this specific role, you may be eligible for overtime in accordance with state laws. Overtime hours are not guaranteed.
Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 3 weeks, 11 paid holidays per year and 5 days of paid sick leave.
**Disclaimer:** The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant's geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.
Vontier is a 3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies-Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems-are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier's pioneering solutions advance safety, security, efficiency, and sustainability worldwide.
The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as "Vontier Company".
Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail
Equal Opportunity Employer ( Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights ( notice from the Department of Labor.
The company in which you have expressed employment interest is equal opportunity employer that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

**Alternate Locations:** Work from Home
**Work Arrangement:**
Remote : Work at home employee
**Relocation assistance:** is not available for this opportunity.
**Requisition #:** 74924
**The Role at a Glance**
The Role at a Glance
The AVP, Annuity Product Technical Support role will primarily be responsible for the development and oversight of Excel-based projection calculators to validate the accuracy of administration and illustration systems alongside of internal online tools and third-party platforms.
This leader will provide strategic guidance and mentorship to the team responsible for annuity technical support. This position will act as a liaison to internal and external stakeholders as well as third party platforms to ensure seamless technical delivery of product offering, drive continuous innovation and efficiency. This position will provide complex, forward-thinking analysis and technical direction for the annuity product team, translating technical requirements into actionable tasks, acting as a subject matter expert to various stakeholders, providing support in technical analysis of the various platforms while ensuring the delivery of routine assignments/projects.
**What you'll be doing**
What you'll be doing
- Builds the vision of the technical support function and evaluates how agile and admin system modernization can be embedded within the function.
- Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives supporting testing resources for the annuity product suite.
- Identifies strategic opportunities to improve the quality and quantity of the benchmark test tools developed and maintained by the team.
- Builds allies & relationships across departments, external systems providers, and leverages allies to build consensus on technical accuracy of annuity product calculations.
- Coaches and provides subject matter expertise to team members and internal/external stakeholders on business process improvement and Agile capabilities.
- Leads the development of process documentation and maintains an inventory of test resources.
- Applies mastered technical product knowledge to meet legislative, regulatory, taxation, and treatment of products.
- Maintain knowledge on current and emerging development/trends for assigned area(s) of responsibility, assess the impact, and collaborates with stakeholders to incorporate new trends and developments in the current and future solutions.
- Apply mathematical concepts such as probability, statistics, modeling, percentages, ratios, and proportions to practical solutions. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. Define problems, collect data, establish facts and draw valid conclusions.
- Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail and accuracy.
ADDITIONAL POSITION RESPONSIBILITIES
- Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
- Remains current in profession and industry trends.
- Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes
- Performs other duties as required.
**What we're looking for**
EDUCATION AND EXPERIENCE
- 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)
- 10+ Years experience in modeling or programming directly related to the specific responsibilities of this position. (Required)
- Deep understanding of annuity products and markets (required).
- Advanced Spreadsheet (Excel) and programming experience with VBA or other similar languages.
- Demonstrated analytical and problem-solving skills, detail-oriented, independent, motivated, innovative.
- Strong written and verbal communication skills.
- Ability to read, analyze and interpret both internal and external documents.
- Ability to work with others in a collaborative team environment
- Demonstrated solid relationship management skills with internal clients (e.g. management, peers and colleagues).
- Demonstrates solid project management skills, including critical ability to coordinate and balance multiple projects under pressure in a time-sensitive environment and meet deadlines.
**Application Deadline**
Applications for this position will be accepted through September 30th, subject to earlier closure due to applicant volume.
**What's it like to work here?**
At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.
**What's in it for you:**
+ Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
+ Leadership development and virtual training opportunities
+ PTO/parental leave
+ Competitive 401K and employee benefits ( Free financial counseling, health coaching and employee assistance program
+ Tuition assistance program
+ Work arrangements that work for you
+ Effective productivity/technology tools and training
The pay range for this position is $125,800 - $229,100 with **anticipated pay for new hires between the minimum and midpoint of the range** and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln's total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package.
**About The Company**
Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.
With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.
Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.
Lincoln is committed to creating an inclusive ( 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.
Follow us on Facebook ( , X ( , LinkedIn ( , Instagram ( , and YouTube ( . For the latest company news, visit our newsroom ( .
**Be Aware of Fraudulent Recruiting Activities**
If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.
Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at if you encounter a recruiter or see a job opportunity that seems suspicious.
**Additional Information**
This position may be subject to Lincoln's Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln's current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.
Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.
Lincoln Financial ("Lincoln" or "the Company") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin or disability. Opportunities throughout Lincoln are available to employees and applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling .
This Employer Participates in E-Verify. See the E-Verify ( notices.
Este Empleador Participa en E-Verify. Ver el E-Verify ( avisos.
Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.

**Description**
Leidos is seeking a Database **Technical Support Specialist** to be part of the mission solution and help lead SSA's Digital Modernization Strategy. Join one of our high performing teams responsible for building the next-generation enterprise APIs and modern responsive user interfaces, supporting the Social Security Administration (SSA) and their mission to meet the changing needs of the public, positively impacting at least 65 million American lives per month. We are a team of forward-looking professionals in need of a strong candidate with _these key required skills_ : Experience in scripting to automate and streamline call center functions. Proven ability to support and implement call center services effectively. Familiarity with leading call center applications such as Amazon Connect and Genesys. Experience in system enhancements using advanced features, including the development of custom KPIs for performance management. Data Analysis and strong skills in data modeling to support strategic decision-making. Maintaining and analyzing records of actual volumes and loads against forecasted data, recommending changes to improve productivity and satisfaction. This role is crucial in ensuring the smooth operation of cloud-based contact center services, driving both agent performance and customer satisfaction.
*** Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.**
**_If this sounds like a mission you want to be a part of, keep reading!_**
**TEAM CULTURE**
_Your passion and values might be a good fit for our teams if you answer "yes" to the following questions:_
+ Are you looking for a company that puts employees first, with a focus on career, flexibility, and well-being?
+ Do you enjoy collaborating with colleagues and teammates and believe that the best ideas are fostered in an inclusive environment?
+ Are you searching for a team with a strong sense of ownership, urgency, and drive for daily mission success?
+ Are you comfortable with proactive outward communication and technical leadership?
+ Do you enjoy being a catalyst, solving complex problems, and providing innovative solutions?
+ Do you have the flexibility, creativity, and resilience to pivot the mission for success?
+ Do you have the courage to make tough ethical decisions with pride, transparency, and respect?
**MENTORSHIP & CAREER GROWTH**
Our teams are dedicated to supporting new team members in an environment that celebrates knowledge sharing and mentorship. Experienced team members will be assigned to new hires for one-on-one mentoring, collaborative reviews, and coaching on customer engagement to help each new hire successfully onboard and demonstrate their skills. Projects and tasks are assigned in a way that leverages your strengths and will help you further develop your skillset.
**DAY TO DAY RESPONSIBILITIES**
Every position we take is more rewarding when you know the why behind it.Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find you passion in a team environment where all members are valued regardless of contractor or employee status. **_Find your "Why" with us and take your place in our Leidos Family!_**
+ Responsible for providing technical and analytical support to several large contact center sites.
+ Participate as a key technical resource during project implementations and provide authoritative technical guidance to the customer and project team.
+ Demonstrate strong oral and written communication skills, with the ability to communicate technical topics to management and non-technical audiences, as well as interface with the customer on a daily basis.
+ Identify research process improvements or develop new processes as needed
+ Software Integration and Utilization: Leveraging Verint's reporting capabilities and other business intelligence tools to maximize software integration and utilization.
+ SQL Database Management: Supporting SQL database operations for N8NN performance metrics reporting, ensuring accurate and efficient data handling.
+ BI Migration Efforts: Facilitating the transition to new technologies such as Quicksight, Tableau, and WebFOCUS, enhancing business intelligence capabilities.
+ All other duties as assigned or directed.
**FOUNDATION FOR SUCCESS** **(** **_Basic Qualifications_** **)**
**BS Degree and 5 years of experience. Additional years of experience may be substituted in lieu of degree.**
+ 5 years of experience in database administration and transformation.
+ 3 years of experience as a reporting and visualization.
+ Must be able to obtain and maintain a Public Trust. Contract requirement.
**FACTORS TO HELP YOU SHINE** **(** **_Required Skills_** **)**
_These skills will help you succeed in this position:_
+ Data Analysis Expertise: Proficiency in data analysis, SQL development, and database administration.
+ ETL and Development Skills: Experience in ETL processes and development, ensuring seamless data integration and transformation.
+ Reporting and Visualization: Competence in reporting and visualization, particularly with tools like Tableau, to effectively communicate insights.
+ Data Modeling: Strong skills in data modeling to support strategic decision-making.
**HOW TO STAND OUT FROM THE CROWD** **_(Desired Skills)_**
_Showcase your knowledge of modern development through the following experience or skills:_
+ Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
+ Demonstrated excellence in research and writing ability.
+ Strong written and verbal communication, analytical and presentation skills; ability to engage clients and respond effectively to questions.
+ Self-starter, highly motivated individual who adapts to a dynamic work environment.
+ Strong attention to detail with an ability to operate effectively across multiple priorities.
+ Prior Federal government experience.
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams and contribute to our communities. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Every position we take is more rewarding when you know the why behind it.Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find your passion in a team environment where all members are valued regardless of contractor or employee status. We are excited for you to take your place in our Leidos Family.
**_Are you an US citizen, US resident, or Visa candidate and think you might fit? We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland._**
ITSSCII
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
August 8, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $72,150.00 - $130,425.00
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

Our client is seeking an experienced Senior Technical Support Engineer to provide high-level technical assistance and troubleshooting for their complex software solutions. This is a vital role requiring in-depth product knowledge and exceptional problem-solving skills to support a demanding client base. The role is based in our office in Baltimore, Maryland , requiring the candidate to be physically present to collaborate effectively with the support and engineering teams. You will be responsible for diagnosing intricate technical issues, developing workarounds, and escalating unresolved problems with detailed documentation to engineering. Your ability to communicate technical information clearly and concisely to both technical and non-technical users will be crucial.

Key Responsibilities:

• Provide advanced technical support and troubleshooting for our client's software products via phone, email, and ticketing systems.
• Diagnose and resolve complex technical issues related to software installation, configuration, integration, and performance.
• Effectively reproduce and document customer issues, including detailed steps and environmental information.
• Collaborate with software development and QA teams to identify root causes of bugs and product defects.
• Develop and maintain technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Contribute to the improvement of support processes and tools.
• Train and mentor junior support staff on technical issues and best practices.
• Manage customer escalations, ensuring timely and satisfactory resolution.
• Analyze support trends to identify areas for product improvement or user training.
• Participate in product testing and provide feedback from a support perspective.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, preferably in a Tier 2 or Tier 3 role for software products.
• Strong understanding of operating systems (Windows, Linux), networking concepts, and database technologies.
• Proficiency in scripting languages (e.g., Python, Bash) is a significant advantage.
• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly.
• Customer-focused mindset with a commitment to providing outstanding service.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Previous experience in enterprise software support is highly desirable.

This is an excellent opportunity for a seasoned technical support professional to join a growing company and contribute significantly to customer success. If you are passionate about technology and excel at solving challenging technical problems, we want to hear from you.

Technical Support Representative

The Technical Support Representative will be a primary point of contact for desktop and application support at AIC. They will provide technical assistance to end-users and customers, manage support queues, and collaborate with IT staff and vendors to resolve issues.

Essential Job Functions

• Monitor and respond to incoming requests via phone queues and the ticketing system, ensuring timely and professional support.
• Provide first-level technical support to internal staff and external customers, resolving issues when possible and escalating as needed.
• Gather and document detailed problem information, including user-reported steps and troubleshooting performed.
• Troubleshoot basic hardware, software, and network issues before escalating to higher tiers.
• Ensure all support requests are logged in the ticketing system for tracking, reporting, and trend analysis.
• Follow established daily, weekly, and monthly operational checklists.
• Assist with deploying and configuring PCs and software.
• Configure and support VoIP telephones and software for deployment to end users.
• Install and configure standard business applications and provide basic printer/peripheral support.
• Perform user onboarding and offboarding, including account creation/removal, access provisioning, and equipment handling.
• Maintain clear, detailed documentation for troubleshooting steps and resolutions.
• Adhere to defined service level agreements (SLAs) and company security/compliance policies.
• Participate in training, process improvement activities, and other duties as assigned.

Experience and Educational Background

• 612 months of technical support or help desk experience in a business environment (required).
• Strong interpersonal, customer service, and communication skills (verbal and written).
• Solid analytical and problem-solving abilities, with the capacity to manage multiple tickets simultaneously.
• Proficiency with Microsoft 365 Suite, Intune, and Windows operating systems.
• Basic networking knowledge (e.g., IP configuration, connectivity troubleshooting).
• Experience configuring and troubleshooting desktops, laptops, printers, and other networked equipment.
• Ability to quickly learn new hardware, software, and processes.
• Any college coursework, degrees, or IT certifications (e.g., CompTIA A+, Network+) are considered a plus.
• Familiarity with software deployment, endpoint management, and VoIP systems is preferred.
• Awareness of IT security best practices.

**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.
As a Technical Support Engineer, you'll be the crucial link between our client services and engineering teams, driving customer success by helping to identify and resolve critical business issues. You'll work directly with customers, providing expertise in software development and operations, and leveraging deep knowledge of best practices for using Apache Kafka and complementary services in both Confluent Platform and Confluent Cloud.
**What You Will Do:**
+ Working with customers to resolve a wide range of issues with their Confluent deployments
+ Contributing to process development - we are a small team, so we are looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture
+ Communicating with our core engineering team to provide real-time product feedback from the field
+ Improving product documentation and authoring knowledge base articles and runbooks
+ Continuously enhance personal and team knowledge of Apache Kafka and associated products
**What You Will Bring:**
+ Prior experience as a Technical Support Engineer, Site Reliability Engineer (SRE), or DevOps specialist, with a focus on platform and cloud infrastructure.
+ Knowledge of and troubleshooting experience with cloud networking on at least one cloud provider. For example, with AWS: you should be familiar with VPC, PrivateLink, Security Groups, NACLs, and Route 53.
+ Hands-on experience with Ansible, Terraform or any other Infrastructure as Code(IaC) tools.
+ Or you have experience with Kubernetes management or application deployment on K8s.
+ Knowledge of SSL/TLS and hands on troubleshooting experience.
+ Knowledge of various authentication techniques (basic, token, OAuth, SSO).
+ Knowledge of Authorization concepts (ACLs and RBAC).
+ Proven experience troubleshooting applications in Linux/Unix environments and familiarity with command-line tools.
+ A strong understanding of the Kafka protocol or a willingness to become an expert in Apache Kafka.
+ Experience diagnosing, reproducing, and resolving customer issues.
+ Desire to make customers successful through direct interaction.
+ Looking for candidates sitting in EST or CST time zones to support clients
**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.

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company, the perks at NBS go beyond our benefits package. You're part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.
We are seeking a highly motivated and experienced Customer Experience Technical Support Manager to serve as the primary technical expert and strategic partner for our clients during their platform migration and ongoing support journey. This role combines deep technical expertise with exceptional client relationship management, working at the intersection of implementation, product development, and customer success. The ideal candidate will be responsible for ensuring exceptional customer service delivery, driving technical support excellence, and continuously improving our support processes while maintaining strong partnerships with our implementation and product teams. This position requires experience in complex technical implementations, client project management, and a proven track record of managing customer relationships through significant technology transitions.
**Act as the primary technical advisor for clients, guiding them through onboarding, optimization, and feature adoption with deep platform expertise.**
**Design and execute support strategies that enhance client & end user satisfaction, reduce churn, and promote platform engagement.**
**Establish and monitor SLAs and KPIs, analyze support metrics, and implement data-driven improvements to ensure high-quality service delivery; be prepared to report on these.**
**Lead root cause analyses for complex issues, manage escalations, and implement preventive measures to improve platform stability.**
**Partner closely with internal stakeholders (implementation, product, engineering, sales) to align support operations with business goals and product evolution, including coordination of emergency response efforts for critical issues.**
**Represent and advocate for client needs in product discussions, offering feedback on usability, features, and enhancements.**
**Develop support documentation and training programs in alignment with internal stakeholders to empower internal teams and client technical staff.**
**Oversee technical aspects of client migrations, including planning, risk management, and post-migration optimization.**
**Conduct regular health checks, post-migration reviews, and outreach to measure and act on platform performance metrics and foster long-term client relationships.**
**Drive support process innovation based on client feedback, escalation trends, and evolving platform capabilities.**
**Salary Range: 95K- 100K**
**EDUCATION:**
**Bachelor's degree in Computer Science, Information Technology, Business Administration, or related technical field, or equivalent professional experience**
**EXPERIENCE:**
**Minimum 5+ years of proven experience in technical support, customer success, or client-facing technical roles**
**3+ years of hands-on experience working with software implementations, system integrations, and client project delivery**
**2+ years of project management experience with demonstrated ability to manage multiple concurrent client projects**
**Experience with data analysis tools and ability to create meaningful reports and dashboards**
**Experience with enterprise software platforms and complex technical integrations**
**COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:**
**Customer-centric mindset with passion for delivering exceptional service**
**Exceptional communication and interpersonal skills with ability to translate complex technical concepts to non-technical stakeholders**
**Strong analytical and problem-solving abilities with attention to detail and systematic approach to issue resolution**
**Demonstrated leadership skills with experience mentoring team members and driving process improvements**
**Understanding of data privacy and security compliance requirements (FERPA, SOX, etc.)**
**Familiarity with agile methodologies and DevOps practices**
**Proficiency with support and project management software including ticketing systems, CRM platforms, and collaboration tools**
**Strong technical aptitude with ability to quickly learn new platforms, APIs, and integration technologies**
**Understanding of web technologies, databases, and cloud-based platforms**
**Proven ability to work effectively in fast-paced, dynamic environments while managing competing priorities**
Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK ( .
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at or .
Nelnet is a Drug Free and Tobacco Free Workplace.
You may know Nelnet as the nation's largest student loan servicer - but we do more than that. _A lot more._ We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.
EEO Info ( | EEO Letter ( | EPPA Info ( | FMLA Info (

**Job Description:**
The Technical Support Supervisor position is responsible for supporting the field service technician teams by troubleshooting technical issues, providing expert guidance, and ensuring timely resolution of product-related problems. In addition to these core responsibilities, this position oversees and provides leadership to the Technical Product Specialist team, ensuring consistent support standards, effective knowledge sharing, and professional development. This role also contributes to warranty claim analysis, product quality improvements, and customer satisfaction efforts in collaboration with other internal teams.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
+ Lead and manage the Technical Product Specialist team, including assigning tasks, providing coaching, and conducting performance evaluations.
+ Provide remote guidance to field service teams in diagnosing and troubleshooting technical issues encountered in the field, ensuring they have the tools and knowledge to resolve issues effectively.
+ Serve as technical expert on product functionality, installation, and maintenance.
+ Foster a collaborative team environment focused on technical excellence, knowledge sharing, and continuous improvement.
+ Monitor team performance to ensure high-quality support, timely issue resolution, and alignment with service standards.
+ Analyze warranty claims to determine the root cause of failure and identify any recurring issues.
+ Identify patterns in recurring issues and collaborate with product development, sustaining engineering, and quality teams to investigate product defects and recommend design or process improvements.
+ Ensure accurate documentation of warranty claims and compliance with internal processes.
+ Act as a liaison between the field service teams, customers, and internal departments to facilitate smooth resolution of issues.
+ Educate field service teams on new product features, troubleshooting techniques, and best practices.
**SUPERVISORY RESPONSIBILITIES**
+ Directly supervises the Technical Product Specialist team.
+ Responsibilities include training, assigning and directing work, coaching and mentoring team members, performance management, and fostering professional development.
+ Ensures alignment of team objectives with company goals and service excellence standards.
**QUALIFICATIONS**
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education and Work Experience**
+ Bachelor's degree in Engineering, Technical Support, or a related field, or equivalent experience.
+ Familiarity with technical documentation, including user manuals, service bulletins, and troubleshooting guides.
+ Experience in manufacturing, engineering, or customer service is a plus.
+ Prior leadership or supervisory experience.
+ Knowledge of contact center operations and best practices is a plus.
**PHYSICAL DEMANDS & WORK ENVIRONMENT**
_The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
Physical Demands
While performing the duties of this Job, the employee is:
+ Regularly required to sit at a desk and work on a computer.
+ Must be able to access and navigate the production facility.
+ Must be able to lift 15 pounds at a time.
+ In office position.
Hours of Work
+ Varies as necessary.
**Compensation Information:**
: $87,120 - $120,000
_ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential._
_As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship._
_All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws._