Technical Support Engineering

Case Resolution and Daily Operations Leads resolution strategy for team-wide high-impact or critical customer issues. Leads investigations that require complex technical reasoning utilizing AI-powered insights and diagnostics. Models all case handling standards with a continuous focus on speed and quality, including acting as a mentor. Engages engineering with well supported technical analysis and partners with them for resolution. Leads critical case resolution; supporting stakeholders with technical context. Leads complex investigations using validated AI-supported analysis. Establishes AI-safe workflows, while protecting data and privacy. Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities. Engages engineering with AI-supported analysis and reproduction steps. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction. Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. Product/Process Improvement Drives significant improvements to support processes, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). Helps influence product direction using aggregated insights. Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness. Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability. Integrates insights from case discussions and triage meetings to inform ongoing process enhancements. Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams. Contributes to and influences product improvement and product roadmap. Completes all required security, compliance and privacy trainings in accordance with standards. Utilizes AI and other insights to elevate team capability and support ongoing learning. Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy. Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques. Security Proactively identifies opportunities to strengthen security adherence. Actively addresses Security Management notifications and events. Reviews technical solutions for security impact and risk exposure. Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards. Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats. Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners. Applies secure troubleshooting practices. Adheres to SFI for secure handling of customer data and all engagements. Power Platform integration: Understanding and leveraging the power platform (Power Apps, Power Automate, Power BI) for extending Business Central funtionalities, aoutomation, and reporting. Other: Embody our culture and values Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience OR equivalent experience. This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2) 5+ years in a customer facing service role in any capacity Customer Service, accurate and logical problem solving Experince in creating technical documentation and sharing knowledge with others through training delivery and mentoring Research, problem solving and Troubleshooting Skills-Logical thinking and demonstrating use of available tools & resources.