26 Support Coordinator jobs in Woodland
Bilingual Field Support Coordinator
94278 Sacramento, California
Cardinal Health
Posted today
Job Viewed
Job Description
Cardinal Health Sonexus Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions-driving brand and patient markers of success. We're continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products.
**Together, we can get life-changing therapies to patients who need them-faster.**
**Responsibilities:**
+ Assigned as point of contact for physician offices, patients, and FRM (Field Reimbursement Managers) for patients enrolled into the patient support program
+ Process enrollments via fax, phone, and electronically as needed.
+ Receive inbound calls and make outbound calls as needed.
+ Track key patient metrics, analyzing data to identify trends and areas for improvement, and generating reports for stakeholders.
+ Anticipate potential problems, refer to policies and past practices for guidance and develop and execute effective solutions.
+ Provide additional support and handle any escalated patient cases
+ Complete audits and provide guidance and training to junior case managers on best practices in case management, patient interaction, and navigating internal and external systems.
+ Actively participate in initiatives to improve care delivery, streamline processes, and enhance patient experience within the patient support program.
+ Actively communicate and support leadership with feedback, when necessary
+ Manage recurring meetings with FRMs to discuss accounts
**Qualifications:**
+ 5 plus years of industry experience with patient-facing or high touch customer interaction experience preferred
+ Fluency in Spanish required
+ High School diploma or equivalent preferred
+ Previous Hub or Patient Support Service experience highly preferred
+ In-depth understanding of health insurance benefits, relevant state and federal laws and insurance regulations preferred
+ Strong understanding of pharmaceutical therapies, disease states, and medication adherence challenges preferred
+ Significant experience in managing complex patient cases within a healthcare setting, preferably with a focus on specialty medications preferred
+ Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers
+ Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust
+ Robust computer literacy skills including data entry and MS Office-based software programs
**What is expected of you and others at this level** :
+ Applies advanced skills to resolve complex problems independently
+ May modify process to resolve situations
+ Works independently within established procedures; may receive general guidance on new assignments
+ Provide general guidance or technical assistance to less experienced team members
**TRAINING AND WORK SCHEDULES:** Your new hire training will take place 8:00am-5:00pm CST, mandatory on camera attendance is required.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am- 8:00pm CST.
**REMOTE DETAILS:** You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.
+ Download speed of 15Mbps (megabyte per second)
+ Upload speed of 5Mbps (megabyte per second)
+ Ping Rate Maximum of 30ms (milliseconds)
+ Hardwired to the router
+ Surge protector with Network Line Protection for CAH issued equipment
**Anticipated hourly range:** $21.50 per hour - $30.65 per hour
**Bonus eligible:** No
**Benefits:** Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
+ Medical, dental and vision coverage
+ Paid time off plan
+ Health savings account (HSA)
+ 401k savings plan
+ Access to wages before pay day with myFlexPay
+ Flexible spending accounts (FSAs)
+ Short- and long-term disability coverage
+ Work-Life resources
+ Paid parental leave
+ Healthy lifestyle programs
**Application window anticipated to close:** 07/26/2025 *if interested in opportunity, please submit application as soon as possible. The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
_Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply._
_Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal_ _Opportunity/Affirmative_ _Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law._
_To read and review this privacy notice click_ here (
**Together, we can get life-changing therapies to patients who need them-faster.**
**Responsibilities:**
+ Assigned as point of contact for physician offices, patients, and FRM (Field Reimbursement Managers) for patients enrolled into the patient support program
+ Process enrollments via fax, phone, and electronically as needed.
+ Receive inbound calls and make outbound calls as needed.
+ Track key patient metrics, analyzing data to identify trends and areas for improvement, and generating reports for stakeholders.
+ Anticipate potential problems, refer to policies and past practices for guidance and develop and execute effective solutions.
+ Provide additional support and handle any escalated patient cases
+ Complete audits and provide guidance and training to junior case managers on best practices in case management, patient interaction, and navigating internal and external systems.
+ Actively participate in initiatives to improve care delivery, streamline processes, and enhance patient experience within the patient support program.
+ Actively communicate and support leadership with feedback, when necessary
+ Manage recurring meetings with FRMs to discuss accounts
**Qualifications:**
+ 5 plus years of industry experience with patient-facing or high touch customer interaction experience preferred
+ Fluency in Spanish required
+ High School diploma or equivalent preferred
+ Previous Hub or Patient Support Service experience highly preferred
+ In-depth understanding of health insurance benefits, relevant state and federal laws and insurance regulations preferred
+ Strong understanding of pharmaceutical therapies, disease states, and medication adherence challenges preferred
+ Significant experience in managing complex patient cases within a healthcare setting, preferably with a focus on specialty medications preferred
+ Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers
+ Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust
+ Robust computer literacy skills including data entry and MS Office-based software programs
**What is expected of you and others at this level** :
+ Applies advanced skills to resolve complex problems independently
+ May modify process to resolve situations
+ Works independently within established procedures; may receive general guidance on new assignments
+ Provide general guidance or technical assistance to less experienced team members
**TRAINING AND WORK SCHEDULES:** Your new hire training will take place 8:00am-5:00pm CST, mandatory on camera attendance is required.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am- 8:00pm CST.
**REMOTE DETAILS:** You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:
Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.
+ Download speed of 15Mbps (megabyte per second)
+ Upload speed of 5Mbps (megabyte per second)
+ Ping Rate Maximum of 30ms (milliseconds)
+ Hardwired to the router
+ Surge protector with Network Line Protection for CAH issued equipment
**Anticipated hourly range:** $21.50 per hour - $30.65 per hour
**Bonus eligible:** No
**Benefits:** Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
+ Medical, dental and vision coverage
+ Paid time off plan
+ Health savings account (HSA)
+ 401k savings plan
+ Access to wages before pay day with myFlexPay
+ Flexible spending accounts (FSAs)
+ Short- and long-term disability coverage
+ Work-Life resources
+ Paid parental leave
+ Healthy lifestyle programs
**Application window anticipated to close:** 07/26/2025 *if interested in opportunity, please submit application as soon as possible. The hourly range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.
_Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply._
_Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal_ _Opportunity/Affirmative_ _Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law._
_To read and review this privacy notice click_ here (
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0
Care Management Support Coordinator II
95828 Florin, California
Pyramid Consulting
Posted 2 days ago
Job Viewed
Job Description
Immediate need for a talented Care Management Support Coordinator II . This is a 12+ months (Contract to Hire ) opportunity with long-term potential and is located in Sacramento, CA(Remote). Please review the job description below and contact me ASAP if you are interested. Job ID:25-68238 Pay Range: $20 - $23/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location). Key Requirements and Technology Experience: Key Skills:Prior Authorizations and Medical Claims and Medical Insurance, and Medical Billing or appeals experience. Claims experience, Health insurance experience (product knowledge). Billing experience, appeals. High School Diploma/GED. Metric based (quality and production). Microsoft (outlook, excel). Good work ethics. Acts as a resource and supports the prior authorization request process to ensure that all authorization requests are addressed properly in the contractual timeline. Supports utilization management team to document authorization requests and obtain accurate and timely documentation for services related to the members healthcare eligibility and access. Knowledge of medical terminology and insurance preferred. Aids the utilization management team and maintains ongoing tracking and appropriate documentation on authorizations and referrals in accordance with policies and guidelines. Supports the authorization review process by researching and documenting necessary medical information such as history, diagnosis, and prognosis based on the referral to the clinical reviewer for determination. Verifies member insurance coverage and/or service/benefit eligibility via system tools and aligns authorization with the guidelines to ensure a timely adjudication for payment. Performs data entry to maintain and update various authorization requests into utilization management system. Supports and processes authorization requests for services in accordance with the insurance prior authorization list and routes to the appropriate clinical reviewer. Remains up-to-date on healthcare, authorization processes, policies and procedures. Performs other duties as assigned. Complies with all policies and standards. Reviewing authorization status, building authorizations, working with clinical. Team will have daily interaction via chat. NOTE-Sacramento, CA (Within 100 miles) or Woodland Hills, CA (Within 100 miles) or Princeton, CA (Within 100 miles) Will be working remotely, but must be in California .Our client is a leading Healthcare Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration. Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here.#prof
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1
Technical Support Specialist
95828 Florin, California
Brainlab
Posted 23 days ago
Job Viewed
Job Description
Company Description
Brainlab revolutionized digital medical technology with the introduction of software for radiosurgery and surgical navigation. Today, Brainlab is an industry leader in digital surgery, radiotherapy and integrated operating rooms.
Serving physicians, medical professionals and patients in 6,000+ hospitals in 121 countries, we're transforming healthcare to improve the lives of patients everywhere.
We employ over 2,000 people in 25 locations worldwide. Close-knit teams made of talented, curious and authentic people are working together toward a common goal.
Together we're dedicated to making an impact.
Sound like you?
Join and grow with us.
Job Description
Additional Information
In return for the experiences listed above we will provide a business casual environment, competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits and much more.
Visit us at:
Brainlab, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Covid-19 vaccination, including applicable booster(s), may be required if the position requires onsite presence at Brainlab customer sites. Legally allowed exemptions may apply.
Brainlab participates in E-Verify, more information can be found here. To also review the EEO Law Poster, please click here.
If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to
Brainlab revolutionized digital medical technology with the introduction of software for radiosurgery and surgical navigation. Today, Brainlab is an industry leader in digital surgery, radiotherapy and integrated operating rooms.
Serving physicians, medical professionals and patients in 6,000+ hospitals in 121 countries, we're transforming healthcare to improve the lives of patients everywhere.
We employ over 2,000 people in 25 locations worldwide. Close-knit teams made of talented, curious and authentic people are working together toward a common goal.
Together we're dedicated to making an impact.
Sound like you?
Join and grow with us.
Job Description
- Provide remote support (phone and screen sharing sessions) for Oncology and Surgery Business products - including clinical workflows that involve both Software and Hardware
- Delivery of professional service on the customer hotline according to the SOP Hotline
- Able to apply job skills successfully under stressful conditions while supporting multiple customers using products in a clinical environment
- Optimize service quality and maximize customer satisfaction
- Document in Salesforce all remote support actions (phone call, email, Brainlab Connected Care session) with relevant customer communication and deliverables.
- Independently perform routine troubleshooting by providing remote guidance and assistance to clinical users during treatment
- Keep customers up-to-date regarding their cases and complaints
- Field customer questions/requests and conduct investigations to resolve issues consistent with established policies and procedures
- Maintain control of large-scale issues with proper reporting and updates
- Read, analyze, interpret and digest product information for new Brainlab product releases
- Meet personal/team qualitative and quantitative targets
- Salary range 55-75k
- B.S. in Biomedical Engineering, Computer Engineering or equivalent life sciences (i.e. Biology, Neuroscience) or STEM field. Two year Associate's degree with relevant clinical / technical support experience may also be considered
- High comfort level with software and technology in general
- Previous experience in any type of customer service role is preferred
- The ideal candidate accepts ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.
- Excellent written and verbal communication skills in English. Additional fluency in Spanish and/or Portuguese will be a plus
- Strong phone and verbal communication skills along with active listening
- Detail oriented individual with strong problem solving skills
- Must be a self-starter, working without close supervision and be able to complete tasks on time according to established policies and procedures
- Strong sense of professionalism, with the confidence and adaptability to different personality types, including senior management
- Ability to multi-task, set priorities and manage time effectively
- Works well in a team environment and individually
- Ability to travel 20% for training during the first six months. Travel for 10% thereafter
Additional Information
In return for the experiences listed above we will provide a business casual environment, competitive compensation package including medical, dental, life, LTD, STD, and matching 401k benefits and much more.
Visit us at:
Brainlab, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Covid-19 vaccination, including applicable booster(s), may be required if the position requires onsite presence at Brainlab customer sites. Legally allowed exemptions may apply.
Brainlab participates in E-Verify, more information can be found here. To also review the EEO Law Poster, please click here.
If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to
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2
SVP, Technical Support
94278 Sacramento, California
iCIMS
Posted today
Job Viewed
Job Description
**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:
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:
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3
InciNet Technical Support Analyst
95828 Florin, California
State of California
Posted today
Job Viewed
Job Description
Please Note: Due to postal service delays, electronic submission of application is recommended.
Please see the Duty Statement link, found in the Additional Documents section, for more information.
You will find additional information about the job in the Duty Statement .
Working Conditions
- This position in located in the Riverpoint Marketplace area of West Sacramento (10 minutes from downtown), near the IKEA. Our building offers a free parking lot to employees and is within walking distance of numerous restaurants and shops.
- This position is eligible for a hybrid telework option, in accordance with CAL FIRE's telework policy, and will be required to report to the office as needed/required. The successful candidate must reside in California upon appointment.
- This position will require regular travel (30%). Will be required work at remote facilities or incidents to affect repairs onsite, which can involve overnight travel. Hardware repair requires occasional lifting of PC's and printers which should not exceed 40 pounds.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- INFORMATION TECHNOLOGY SPECIALIST I
- Job Application Package Checklist
- Duty Statement
Position Details Job Code #:
JC-484691
Position #(s):
-059
Working Title:
InciNet Technical Support Analyst
Classification:
INFORMATION TECHNOLOGY SPECIALIST I $6,323.00 - $,475.00 A
6,954.00 - 9,319.00 B
7,635.00 - 10,230.00 C
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions:
1
Work Location:
Yolo County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
The California Department of Forestry and Fire Protection (CAL FIRE) is California's fire department and resource management agency. The organization is comprised of nearly 12,000 permanent and seasonal employees. The mission of the Department is to serve and safeguard the people and protect the property and resources of California.
When you join CAL FIRE, you join a family of employees that function as a team. You will build trust and friendship with your co-workers, as together you respond to emergencies and challenging situations. CAL FIRE provides employees with a variety of career choices and opportunities. CAL FIRE offers well-paying careers and opportunities for advancement. We hope that you will consider a rewarding and challenging career with CAL FIRE!
Special Requirements If using education to meet Minimum Qualification, please provide a copy of your transcripts.
All job applicants must provide their employment history on the application form (State Application STD 678) rather than attaching a resume to the form, otherwise the application may be considered incomplete.
1. Do NOT include ANY confidential information on any documents you submit for a job vacancy, such as your State application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your Social Security Number (SSN), birthdate, student identification number, driver's license number (unless required), basis of eligibility examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver's license number will automatically be redacted upon submission.
2. Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are meeting Minimum Qualifications with education, you must include your unofficial transcripts/diploma for verification. Official transcripts may be required upon appointment. If it is determined a candidate does not meet the Minimum Qualifications, the candidate will be withheld from the eligibility list, rendering them inactive and ineligible to be hired for the position. Candidates who have been withheld may file an appeal with the State Personnel Board.
The minimum qualifications can be found in the INFORMATION TECHNOLOGY SPECIALIST I classification specifications.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 7/24/2025
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Forestry & Fire Protection
N/A
Attn: Classification & Hiring - Personnel Technician
P.O. Box 944246
Sacramento , CA 94244-2460
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Forestry & Fire Protection
N/A
Classification & Hiring - Personnel Technician
710 Riverpoint Court, Suite 250
West Sacramento , CA 95605
08:00 AM - 05:00 PM
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
- Resume is required and must be included.
- Other - A Supplemental Questionnaire is REQUIRED and must be submitted with your application to be considered for this position. Failure to include the Supplemental Questionnaire as required shall result in disqualification from the hiring process. Please see the section labeled "Supplemental Questionnaire" for further information.
Benefits Benefit information can be found on the CalHR website and the CalPERS website.
Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Tim Khosrovi
(000) -
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
Reasonable Accommodation Coordinator
(
California Relay Service: 1- (TTY), 1- (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
SUPPLEMENTAL QUESTIONNAIRE
InciNet Technical Support Analyst
-059
Information Technology Specialist
Supplemental Questionnaire
1. Describe your knowledge and experience with the building and administration of Windows servers.
2. Describe your knowledge and experience in database administration.
3. Describe your knowledge and experience conducting IT training as a presenter.
4. Describe your knowledge and experience setting up and administering portable networks sometimes at remote locations.
5. Describe your knowledge and experience with IT equipment inventory management.
6. Describe any experience physically moving large amounts of IT equipment from location to location when operational needs dictate.
ADDITIONAL INFORMATION AND APPLICATION INSTRUCTIONS
- This is a deep class position with increasing responsibilities; candidate's experience and/or education will determine the range they will be placed in.
Filing a job application "within the time" shall mean: applications must be postmarked by the United States Postal Service (USPS) or depositing with a parcel delivery or courier service no later than the final filing date specified by the job vacancy announcement, provided that the parcel contains proof of a timely deposit with the parcel delivery or courier service or
- Date stamped at the appropriate office of the appointing power no later than the final filing date specified by the job vacancy announcement
or
- Electronically transmitted no later than 11:59 p.m. Pacific Time on the final filing date specified on the job vacancy announcement.
For the purposes of determining whether an application has been filed within the time as set forth above, any dates printed on mobile barcodes or equivalent mobile print technology shall not be considered postmarks and, as such, are not acceptable proof of the date the application was filed.
A completed State Application (STD. 678), a Resume, and any other relevant documents (e.g. transcript copies, copies of degree(s), cover letter, etc.) should be submitted electronically via your CalCareer Account, by U.S. mail, or by dropping your application package off. Both addresses are listed in this Job Advertisement.
Please reference Job Control 484691 and indicate the basis of your eligibility in the Examination(s) or Job Title(s) section on the STD. 678. SROA and surplus candidates should submit a copy of their letter with their application. Please note you can only apply for one Job Control per application submission.
Candidate may be selected by Resume Review.
Temporary Appointments (TAU) may be considered if conditions warrant. TAU may be made to anyone regardless of eligibility. TAU may not exceed 9 months and will require eligibility to be obtained through an examination process in order to transition to a permanent or limited-term appointment .
Applicants are highly encouraged to complete a Recruitment Questionnaire, located at:
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
View Now
4
Senior Technical Support Engineer
94278 Sacramento, California
Red Hat
Posted today
Job Viewed
Job Description
Red Hat is seeking a Senior Technical Support Engineer with a strong background in OpenShift, Kubernetes, cluster deployment, and configuration to join our Managed Cloud Services Customer Experience team. This is a US-based remote position.
The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (SaaS) offerings. We primarily support Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.
What you will do:
+ Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
+ Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.
+ Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.
+ Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
+ Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
+ Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.
+ Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat's Cloud Services.
+ Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
+ Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.
+ Be available to perform weekend shift duties on a rotational schedule.
What you will bring:
+ 5+ years of experience in a customer-facing technical support or solutions engineering role.
+ Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).
+ Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.
+ Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
+ Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
+ Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).
+ Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.
+ Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.
+ Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.
+ Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.
+ Experience logging issues and working with issue tracking tools such as Jira.
+ Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.
+ Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
+ Ability to work effectively and collaborate within a geographically distributed, global team.
The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.
**Pay Transparency**
Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat's compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Benefits**
? Comprehensive medical, dental, and vision coverage
? Flexible Spending Account - healthcare and dependent care
? Health Savings Account - high deductible medical plan
? Retirement 401(k) with employer match
? Paid time off and holidays
? Paid parental leave plans for all new parents
? Leave benefits including disability, paid family medical leave, and paid military leave
? Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
**Note:** These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
**Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** ** ** **.** **General inquiries, such as those regarding the status of a job application, will not receive a reply.**
The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (SaaS) offerings. We primarily support Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.
What you will do:
+ Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
+ Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.
+ Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.
+ Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
+ Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
+ Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.
+ Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat's Cloud Services.
+ Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
+ Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.
+ Be available to perform weekend shift duties on a rotational schedule.
What you will bring:
+ 5+ years of experience in a customer-facing technical support or solutions engineering role.
+ Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).
+ Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.
+ Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
+ Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
+ Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).
+ Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.
+ Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.
+ Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.
+ Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.
+ Experience logging issues and working with issue tracking tools such as Jira.
+ Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.
+ Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
+ Ability to work effectively and collaborate within a geographically distributed, global team.
The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.
**Pay Transparency**
Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat's compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Benefits**
? Comprehensive medical, dental, and vision coverage
? Flexible Spending Account - healthcare and dependent care
? Health Savings Account - high deductible medical plan
? Retirement 401(k) with employer match
? Paid time off and holidays
? Paid parental leave plans for all new parents
? Leave benefits including disability, paid family medical leave, and paid military leave
? Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
**Note:** These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
**Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** ** ** **.** **General inquiries, such as those regarding the status of a job application, will not receive a reply.**
View Now
5
Senior Technical Support Engineer
94278 Sacramento, California
Rocket Software
Posted today
Job Viewed
Job Description
**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.
**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.
View Now
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6
Senior Engineer, Technical Support
94278 Sacramento, California
Pegasystems
Posted today
Job Viewed
Job Description
Senior Engineer, Technical Support
Job Category: Information Technology
Location: US - California - Remote | US - Colorado - Remote | US - Idaho - Remote | US - Nevada - Remote | US - New Mexico - Remote | US - Oregon - Remote | US - Utah - Remote | US - Washington - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
_This is role is remote, US-based, Pacific Time Zone hours_
**Picture Yourself at Pega:**
Pega is changing the way the world builds software. In this role you will be the person, (Senior Technical Support Engineer-PTSE), who the experts go to for help. PTSEs work directly with Pegasystems' staff, partners, and customers as they develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications through the entire product lifecycle.
**Who You Are:**
- Should be ready to work in Support coverage in 24x7 rotational shifts
- Strong analytical and problem-solving skills.
- Bachelors or master's degree in computer science and Engineering or equivalent
- Ability to identify, propose and implement solutions and ability to work in a flexible, team environment
- Aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture
- Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
- Proven ability to interact directly with customers at all levels
- Demonstrated customer-facing skills including expectation management, communication skills, information management
- Demonstrated effective oral and written communication skills, including poise in high-pressure situations
**What You've Accomplished:**
- 5+ years of hands-on experience in software engineering, with a strong foundation in Java, J2EE, and database programming
- 4+ years of experience developing scalable applications using Java/J2EE technologies
- 2+ years of experience administering J2EE servers and supporting enterprise-grade server software, with exposure to database operations
- Proficiency in working with databases such as PostgreSQL, and application servers like Apache Tomcat
**_Bonus:_**
- Practical experience with the Pega Platform or Pega Customer Decision Hub (CDH)
- Proficiency in analyzing and troubleshooting heap dumps and thread dumps to resolve performance issues
- Working knowledge of web services, including SOAP and REST APIs
- Familiarity with cloud platforms such as AWS or GCP
- Experience with container orchestration tools like Kubernetes (K8s)
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 22189
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.
Job Category: Information Technology
Location: US - California - Remote | US - Colorado - Remote | US - Idaho - Remote | US - Nevada - Remote | US - New Mexico - Remote | US - Oregon - Remote | US - Utah - Remote | US - Washington - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
_This is role is remote, US-based, Pacific Time Zone hours_
**Picture Yourself at Pega:**
Pega is changing the way the world builds software. In this role you will be the person, (Senior Technical Support Engineer-PTSE), who the experts go to for help. PTSEs work directly with Pegasystems' staff, partners, and customers as they develop, test, deploy, and manage BPM (Business Process Management) and BRE (Business Rules Engine) applications through the entire product lifecycle.
**Who You Are:**
- Should be ready to work in Support coverage in 24x7 rotational shifts
- Strong analytical and problem-solving skills.
- Bachelors or master's degree in computer science and Engineering or equivalent
- Ability to identify, propose and implement solutions and ability to work in a flexible, team environment
- Aptitude for quickly understanding complex technical issues, understand customer end-to-end deployments, products and underlying architecture
- Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
- Proven ability to interact directly with customers at all levels
- Demonstrated customer-facing skills including expectation management, communication skills, information management
- Demonstrated effective oral and written communication skills, including poise in high-pressure situations
**What You've Accomplished:**
- 5+ years of hands-on experience in software engineering, with a strong foundation in Java, J2EE, and database programming
- 4+ years of experience developing scalable applications using Java/J2EE technologies
- 2+ years of experience administering J2EE servers and supporting enterprise-grade server software, with exposure to database operations
- Proficiency in working with databases such as PostgreSQL, and application servers like Apache Tomcat
**_Bonus:_**
- Practical experience with the Pega Platform or Pega Customer Decision Hub (CDH)
- Proficiency in analyzing and troubleshooting heap dumps and thread dumps to resolve performance issues
- Working knowledge of web services, including SOAP and REST APIs
- Familiarity with cloud platforms such as AWS or GCP
- Experience with container orchestration tools like Kubernetes (K8s)
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 22189
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.
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7
Senior Technical Support Engineer
94278 Sacramento, California
Pegasystems
Posted today
Job Viewed
Job Description
Senior Technical Support Engineer
Job Category: Client Support
Location: US - Arizona - Remote | US - California - Remote | US - Colorado - Remote | US - Montana - Remote | US - Nevada - Remote | US - Utah - Remote | US - Washington - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
**_Due to the nature of work with FedRamp, US Citizenship is required_**
**Picture Yourself at Pega:**
?In this Senior Technical Support Engineer role, you will interact with customers and partners at senior levels to support Pegasystems SaaS Products and Applications, gain insight and understand customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeated business and increased adoption?
**What You'll Do at Pega:**
+ ?Providing world class technical support on SaaS products and Applications by gaining deep understanding of Pega products.
+ ?Drive support cases to timely and quality clarification and subsequent resolution in Pega.
+ ?Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates by owning issues.
+ ?Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward to meet established deadlines.
+ ?Establish priorities and communicate rationale and timeframe clearly to clients.
+ ?Work Proactively on issues to avoid escalations by meeting Pega's service level agreement.
+ ?Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite.
+ ?Be a subject matter expert in product functionality and use to drive client-based solutions.
+ ?Contribute to ideas and suggestions for Process/Product improvement.
+ ?Flexibility to work in staggered shifts, including weekend coverage as per business needs?
**Who You Are:**
+ Demonstrated robust experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ Possess strong technical skills and aptitude for quickly understanding complex enterprise SaaS products and application issues and client's end-to-end application deployments, products, and underlying architecture.
+ Ability to identify, propose and implement solutions and ability to work in a flexible, team environment.
+ Ability to diagnose and identify the root cause, solve problems by proposing / assist in implementing the solutions.
+ Being flexible to take on-call responsibilities, work in shifts including weekend coverage as per business needs.
+ Teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.
+ Demonstrated customer-facing skills including expectation management, communication skills, information management.
+ Demonstrated effective oral and written communication skills, including poise in pressure situations.
+ Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite
+ Preferably living in West Coast/Mountain/Central locations for this remote position.
**What You've Accomplished:**
+ ?Bachelor's/Master's degree in Computer Science, Computer/Electronic Engineering, or related field of study, and
+ ?Minimum 5 years of experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ ?Java/J2EE technology software engineer who excels at complex problem solving and working directly with client stakeholders. With a broad technical background, you enjoy being challenged and the puzzle of getting to the root of application issues.
+ ?Experience with object-oriented design skills, knowledge of design patterns, data structures and algorithms.
+ ?Pega experience is a strong plus
+ ?Experience with Authentication and Authorization mechanisms, including the use of standards like OAuth2, SAML, and OIDC.
+ ?Working knowledge of Security Policies such as CSP, CSRF, and CORS
+ ?Solid understanding of Security Operations including data encryption, JWT's, Token Management, Keys and Certificate Management
+ ?Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)
+ ?Working knowledge in database management and SQL scripting (PostgreSQL, Oracle, MSSQL, or DB2).
+ ?Experience with Operating Systems (Linux/Unix, Windows).
+ ?Working knowledge of communication protocols and technologies (REST, SOAP & JMS).
+ ?Programming experience with Java, or other object-oriented language.
+ ?Experience working with one or more of the J2EE Application Servers (Tomcat, WebSphere, WebLogic or JBOSS) .
+ ?Experience working in Cloud technologies (e.g. AWS), docker, microservices, Kubernetes, and Container technologies.
+ ?Working knowledge of DNS, TCP/IP, and other networking concepts?
+ ?Strong troubleshooting and debugging experience.
+ ?Analyzed, troubleshot, and resolved enterprise software issues.
+ ?Supported internal and/or external stakeholders.
+ ?Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.
+ ?Advocate for customers and define ways to continually add value to the customer experience?
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 2229
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.
Job Category: Client Support
Location: US - Arizona - Remote | US - California - Remote | US - Colorado - Remote | US - Montana - Remote | US - Nevada - Remote | US - Utah - Remote | US - Washington - Remote
**Meet Our Team:**
We are the face of Pega. Our aim is to provide world-class technical support and advice on the use of Pegasystems' Products and Applications. We make it easy, pleasant, and rewarding for our customers to work with us. You will be working along with best colleagues and customers across the globe.
**_Due to the nature of work with FedRamp, US Citizenship is required_**
**Picture Yourself at Pega:**
?In this Senior Technical Support Engineer role, you will interact with customers and partners at senior levels to support Pegasystems SaaS Products and Applications, gain insight and understand customer needs and solutions. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeated business and increased adoption?
**What You'll Do at Pega:**
+ ?Providing world class technical support on SaaS products and Applications by gaining deep understanding of Pega products.
+ ?Drive support cases to timely and quality clarification and subsequent resolution in Pega.
+ ?Collaborate with Services and Engineering teams while also ensuring timely and regular customer updates by owning issues.
+ ?Collaborate with global teams to remove impediments/blockers to keep issue investigations moving forward to meet established deadlines.
+ ?Establish priorities and communicate rationale and timeframe clearly to clients.
+ ?Work Proactively on issues to avoid escalations by meeting Pega's service level agreement.
+ ?Self-learning and knowledge sharing with the team in new technology developments related to Pegasystems product suite.
+ ?Be a subject matter expert in product functionality and use to drive client-based solutions.
+ ?Contribute to ideas and suggestions for Process/Product improvement.
+ ?Flexibility to work in staggered shifts, including weekend coverage as per business needs?
**Who You Are:**
+ Demonstrated robust experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ Possess strong technical skills and aptitude for quickly understanding complex enterprise SaaS products and application issues and client's end-to-end application deployments, products, and underlying architecture.
+ Ability to identify, propose and implement solutions and ability to work in a flexible, team environment.
+ Ability to diagnose and identify the root cause, solve problems by proposing / assist in implementing the solutions.
+ Being flexible to take on-call responsibilities, work in shifts including weekend coverage as per business needs.
+ Teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict.
+ Demonstrated customer-facing skills including expectation management, communication skills, information management.
+ Demonstrated effective oral and written communication skills, including poise in pressure situations.
+ Participate actively by self-learning and knowledge sharing with the team in new technology developments related Pegasystems product suite
+ Preferably living in West Coast/Mountain/Central locations for this remote position.
**What You've Accomplished:**
+ ?Bachelor's/Master's degree in Computer Science, Computer/Electronic Engineering, or related field of study, and
+ ?Minimum 5 years of experience in Enterprise Product Support, development or troubleshooting capacity with a leading technology company.
+ ?Java/J2EE technology software engineer who excels at complex problem solving and working directly with client stakeholders. With a broad technical background, you enjoy being challenged and the puzzle of getting to the root of application issues.
+ ?Experience with object-oriented design skills, knowledge of design patterns, data structures and algorithms.
+ ?Pega experience is a strong plus
+ ?Experience with Authentication and Authorization mechanisms, including the use of standards like OAuth2, SAML, and OIDC.
+ ?Working knowledge of Security Policies such as CSP, CSRF, and CORS
+ ?Solid understanding of Security Operations including data encryption, JWT's, Token Management, Keys and Certificate Management
+ ?Experience with OWASP Top 10 Vulnerabilities, analyzing vulnerability reports and solutions to mitigate (e.g. XSS, HTML Injection, etc.)
+ ?Working knowledge in database management and SQL scripting (PostgreSQL, Oracle, MSSQL, or DB2).
+ ?Experience with Operating Systems (Linux/Unix, Windows).
+ ?Working knowledge of communication protocols and technologies (REST, SOAP & JMS).
+ ?Programming experience with Java, or other object-oriented language.
+ ?Experience working with one or more of the J2EE Application Servers (Tomcat, WebSphere, WebLogic or JBOSS) .
+ ?Experience working in Cloud technologies (e.g. AWS), docker, microservices, Kubernetes, and Container technologies.
+ ?Working knowledge of DNS, TCP/IP, and other networking concepts?
+ ?Strong troubleshooting and debugging experience.
+ ?Analyzed, troubleshot, and resolved enterprise software issues.
+ ?Supported internal and/or external stakeholders.
+ ?Developed strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs, or network failures.
+ ?Advocate for customers and define ways to continually add value to the customer experience?
**Pega Offers You:**
+ Gartner Analyst acclaimed technology leadership across our categories of products
+ Continuous learning and development opportunities
+ An innovative, inclusive, agile, flexible, and fun work environment
+ Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-KH2
Job ID: 2229
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.
View Now
8
Business Technical Support Analyst 3
95828 Florin, California
University of California- Davis Health
Posted 1 day ago
Job Viewed
Job Description
Apply for Job Job ID 79465
Location Sacramento
Full/Part Time Full Time
Add to Favorite Jobs Email this Job
Job Summary
Location Sacramento
Full/Part Time Full Time
Add to Favorite Jobs Email this Job
Job Summary
UC Davis Health (UCDH) Information Technology (IT) accomplishes planning and implementation activities to service the Health System's needs for teaching, clinical high-quality patient care, and research. The End Point Support team is responsible for the deployment, maintenance, lifecycle management, troubleshooting, and support of client devices (Desktops, Laptops, Virtual Desktop Infrastructure, Mobile Devices, Printers, Multi-Function Devices, Scanners, Carts, etc.) and their connectivity to the network, the applications, and the databases as well as locally installed business productivity applications. The department provides technical leadership and support for the cost-effective use of computers, software, and networking including installation, training, and problem resolution.
Under general direction from the End Point Support Supervisor, the incumbent will primarily support the UCDH Sacramento Campus end-point environment. The incumbent will apply skills as a seasoned, experienced business/technical support professional with a full understanding of industry practices and unit/department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. They will demonstrate effective judgment in selecting methods and techniques for delivering solutions. The incumbent will evaluate and test new technologies, including performing simple to moderate cost/benefit analyses.
Apply By Date: July 25, 2025 at 11:59pm. Selection activities may start at any time.
Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position
- Required to hold a valid California driver's license, have a driving record that is in accordance with local policies/procedures, and/or enroll in the California Employer Pull Notice Program
- High School Diploma or equivalent work experience/training
- Must have advanced experience supporting Windows and Macintosh clients and associated peripherals in an enterprise environment.
- Must have advanced experience supporting hardware, software, and desktop applications as it relates to desktops, laptops, mobile devices, printers, multi-function devices, scanners, etc.
- Extensive experience installing, maintaining, and troubleshooting different versions of client application software.
- Extensive experience in the use and knowledge of networking protocols such as DHCP, TCP/IP, etc.
- Must have experience in remote support of clients through the use of enterprise-level remote access tools
- Experience creating technical documentation to document processes and workflows
- Experience with enterprise-level mobile device management (MDM) software.
- Must have experience in project management processes
- Experience conducting hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations.
- Experience in the support of enterprise-level Anti-virus, Malware/Spam remediation software, and OS-level firewall technologies
- Experience supporting Active Directory services and processes in a multi-server, heterogeneous environment
- Experience with client encryption and virus protection products
- Experience conducting hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations.
- Experience in the support of enterprise-level Anti-virus, Malware/Spam remediation software, and OS-level firewall technologies
- Demonstrate ability to construct and execute test plans for hardware and software.
- Strong analytical and problem-solving skills.
- Must read, write, and speak English fluently and communicate with "non-technical" personnel in a professional manner.
- Strong oral and written communication skills.
Preferred Qualifications
- Bachelor's degree in a related IT area.
- Experience supporting Windows 10, Office 365, and Adobe products in an enterprise environment.
- Experience with enterprise client management applications such as Work Space 1 or Altiris.
- Experience with client inventory and patch management systems.
- IT Health Care experience and knowledge of HIPAA regulations and Healthcare-specific policies and procedures.
- Ability to work effectively with a diverse staff and to display a courteous and professional attitude at all times.
- Are in process of taking or have completed the UC Customer Service Certificate Series.
- Ability to independently organize, determine work priorities and work efficiently in a hectic environment with many interruptions.
- Ability to manage multiple projects concurrently, work effectively and manage several projects in various stages of completion.
- Preferred ability to plan, design, write, edit, maintain, use and teach technical guidelines and/or knowledgebase articles.
- Ability to work independently while encouraging collaboration with departmental subject matter experts, other IT staff, and vendors.
- Ability to quickly research and comprehend existing computer procedures, processes, and specifications.
Key Responsibilities
- 75% - FIELD SUPPORT
- 15% - PROJECT MANAGEMENT
- 10% - END POINT TECHNOLOGIES EVALUATION
Department Overview
The UC Davis Health Information Technology (IT) End Point Support (EPS) is dedicated to supporting customers for devices throughout UC Davis Health. EPS takes comprehensive and proactive support to ensure the hardware's compatibility, security, and stability to support the overall IT infrastructure and provide quality end-user support. UC Davis Health IT End Point Support team aims to streamline device procurement, deployment, and maintenance, resulting in a more efficient and secure IT environment.
POSITION INFORMATION
- Salary or Pay Range: $ 2,687.40 - $ 4,322.68
- Salary Frequency: Biweekly
- Salary Grade: 158
- UC Job Title: BUS TCHL SUPP ANL 3 TX
- UC Job Code: 007358
- Number of Positions: 1
- Appointment Type: Staff: Career
- Percentage of Time: 100
- Shift (Work Schedule): Monday to Friday 8am to 5pm
- Location: UCDHAS Building (HSP165)
- Union Representation: TX-Technical Professionals
- Benefits Eligible: Yes
- This position is 100% on-site
- This position is not an H-1B visa opportunity
Benefits
Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.
If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC:
* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
Physical Demands
- Standing - Frequent 3 to 6 Hours
- Walking - Frequent 3 to 6 Hours
- Sitting - Frequent 3 to 6 Hours
- Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
- Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
- Bending/Stooping - Occasional Up to 3 Hours
- Squatting/Kneeling - Occasional Up to 3 Hours
- Keyboard use/repetitive motion - Occasional Up to 3 Hours
Mental Demands
- Sustained attention and concentration - Frequent 3 to 6 Hours
- Complex problem solving/reasoning - Frequent 3 to 6 Hours
- Ability to organize & prioritize - Frequent 3 to 6 Hours
- Communication skills - Frequent 3 to 6 Hours
- Numerical skills - Occasional Up to 3 Hours
- Constant Interaction - Occasional Up to 3 Hours
- Customer/Patient Contact - Occasional Up to 3 Hours
- Multiple Concurrent Tasks - Frequent 3 to 6 Hours
Work Environment
UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
Must be able to work extra or alternate hours (nights and weekends) with advanced notice and participate in a 24-hour on-call rotation.
Special Requirements - Please contact your recruiter with questions regarding which activities apply by position
- This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
- This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements
Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.
A Culture of Opportunity and Belonging
At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.
As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.
To view the University of California's Anti-Discrimination Policy, please visit:
Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere
To learn more about our background check program, please visit:
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