Own complex customer finance escalations end-to-end, coordinating cross-functional teams and executive communications.
Drive systemic improvements by analyzing escalation themes, leading process improvements, and coaching frontline teams.
Champion Samsara's cultural principles and measure success through reduced resolution time, improved CSAT, and SLA adherence.
Samsara provides a Connected Operations Cloud platform that helps physical operations industries harness IoT data for safety, efficiency, and sustainability. It is a recently public company with a high-growth, customer-centric culture and a focus on long-term impact.
Manage a team of Assigned Support Engineers providing enterprise relationship-based technical support.
Lead escalations across Engineering, Product, Sales, and Customer Success to resolve issues.
Partner with account teams to bring at-risk customers back to health and improve the ASE program.
GitLab provides the intelligent orchestration platform for DevSecOps, helping organizations ship software faster and more securely. With over 50 million registered users and trust from more than 50% of the Fortune 100, GitLab fosters a high-performance culture driven by values and continuous knowledge exchange.
Partner with Legal, Finance, and CX teams to drive systemic improvements and executive-ready communication.
Ashley Digital is the e-commerce engine behind Ashley Furniture Industries, the world's largest home furnishings manufacturer and a top North American brand. The team is fast-moving, collaborative, and privately held, combining tech-company energy with industry-leader stability.
Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.
Logs, classifies, and resolves incidents and service requests using ITIL-based processes, including account management.
Monitors SLA thresholds, escalates issues, and identifies trends to improve service quality and reduce incident volumes.
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. Recognized as a Top Workplace, DMI supports public sector agencies and commercial enterprises globally with a culture shaped by five core values.
Coordinate and manage Major Incident process activities, including Sev1 and Sev2 incidents.
Communicate with internal and customer stakeholders on status, resolution, and success criteria.
Partner with Problem Management on RCA process and create Technical Action Plans.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, helping them modernize operations and compete effectively. The company is experiencing strong market momentum and is investing in its people as it expands.
Lead a technical support team of senior engineers, ensuring resolution of complex Zscaler product issues.
Manage case and account-level escalations with stakeholders to address customer concerns.
Drive support process improvements and training programs that result in operational efficiency.
Zscaler accelerates digital transformation with its Zero Trust Exchange platform, protecting customers from cyberattacks and data loss by securely connecting users, devices, and applications. The company has a global, customer-focused culture and is building an AI-native enterprise to solve security challenges.
Investigate, manage, and resolve escalated customer complaints in line with regulatory requirements.
Work across onshore and offshore teams to ensure fair outcomes and meet service standards.
Support frontline teams to improve first point resolution and identify process improvements.
Block is a technology company that builds products to increase access to the global economy, with brands like Square, Cash App, and Afterpay. It is a large publicly traded company that values inclusion and economic empowerment across all teams.
Manage a portfolio of cyber incidents and data breach cases, serving as the primary point of contact for clients and vendors.
Coordinate breach communications and data processing, including data scrubbing and letter production.
Utilize advanced Excel skills to analyze and reconcile complex datasets for notification and fulfillment.
TransUnion is a global information and insights company that makes trust possible by providing a reliable view of consumers. With over 12,000 associates operating in more than 30 countries, we foster a culture of growth, diversity, and collaboration.
Serve as the primary contact for customer support requests via email, chat, phone, and ticketing while documenting each case thoroughly.
Triage and resolve common issues in OT environments with AI tools and documented solutions, escalating complex cases to Tier 2/3 while retaining ownership.
Participate in weekend on-call rotation and contribute to the knowledge base using KCS practices.
Dragos is a global leader in operational technology (OT) cybersecurity, protecting critical infrastructure like power and water systems by combining technology, threat intelligence, and expert services. The company is a remote-first, mission-driven team across North America, Europe, the Middle East, and APAC, built on authenticity, transparency, and trust.
Provide responsive, reliable, and consistent IT service delivery to HHS users, solving computer hardware, software, and network issues via phone, email, or in person.
Meet all Service Level Agreements by diagnosing, isolating, and resolving technical problems, with prompt referrals and escalations to appropriate support teams.
Document, track, and monitor problems in ServiceNow, and recommend system modifications to reduce recurring user issues.
Peraton is a next-generation national security company that delivers mission-critical IT solutions to government agencies, including the HHS OIG. It is a large, mission-driven organization that fosters a team-building culture and a fast-paced, evolving environment.
Perform in-depth troubleshooting on issues impacting customers both internally and externally.
Develop internal SaaS applications providing critical customer data to CSE, CSM, TAM, Sales, and Finance teams.
Serve as Incident Manager, monitor alerts, and participate in an on-call rotation.
JumpCloud is an AI-powered unified IT management platform that secures the modern workforce by consolidating identity, device, and access management. The company operates with teams in 15+ countries and values building connections, with a remote-first culture.
Serve as the main point of contact and trusted partner for mission-driven clients, ensuring responsive, high-quality IT and cybersecurity support.
Lead complex technical service projects from scoping through execution, managing timelines and coordinating across internal and external teams.
Partner with the VP of Technical Programs and internal teams to improve operations, drive scalability, and support client onboarding.
Personified is a managed IT and cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. As a scaling team, they act as an extension of client teams and are committed to an inclusive, equitable culture.
Lead and coach a team of Migration Technical Customer Support Specialists to ensure technical go-live readiness.
Handle complex escalations across data migrations, imaging/sensor setup, and phone/DNS transitions.
Partner with Onboarding, Product, and Engineering to refine migration playbooks and drive automation.
Archy is a Series C vertical SaaS company revolutionizing dental practice management with AI agents and software. The company has a remote-friendly culture and provides dental providers with support to focus on patient care.
Triage complex customer issues with strong judgment, escalating or connecting them to the right teams.
Act as an air traffic controller across Client Engagement, Product, and Engineering.
Turn support tickets and feedback into operational signals, process improvements, and strategic opportunities.
Assured provides large insurers with software solutions to modernize claims processing, from self-service filing to fraud detection. The company is remote, collaborative, and dynamic, tackling challenges at the intersection of digital experiences and ML-driven decision-making.
Lead and mentor an international team of Deployment Engineers and Project Managers to scale delivery outside the Americas.
Own and scale the partner ecosystem across international regions, driving Armis partner enablement and managing partner-delivered functions.
Ensure timely project delivery, drive value realization, and manage escalations across international regions.
ServiceNow is the AI control tower for business reinvention, bringing together any AI, any data, and any workflow to help 85% of the Fortune 500 work smarter. The company is building an AI-native culture where technology and talent are unstoppable together.
Act as a point of contact with customers, monitoring incidents to ensure Service Level Agreements are respected.
Document and report unresolved issues to customers and follow up with professionalism.
Collaborate with global team and establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent customer support.
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands, fostering a culture of integrity, innovation, and impact.
Resolve complex issues impacting providers and members as a subject matter expert.
Manage a queue of assigned cases and communicate via calls, messages, and email.
Collaborate with production teams to improve the member and provider experience.
Oscar is a health insurance company built around a full stack technology platform and a focus on serving members. Founded in 2012, it fosters an inclusive culture where employees feel connected across remote work.
Provide application support to users via phone, email, chat, or ticketing system.
Manage support tickets from intake through resolution, troubleshooting routine problems.
Identify recurring issues and collaborate with technical teams to improve user guidance.
Magpie Health Analytics provides analytics and application support for federal healthcare clients. Their team is focused on customer service and improving digital health services.
Coordinate technical support operations and route support tickets across the Technical Assistance Center to ensure timely resolution.
Prioritize and schedule work for TAC engineers based on client impact, urgency, and SLA requirements.
Maintain closed-loop client communication, monitor escalations, and track service data in ConnectWise.
ADNET, a New Charter Company, delivers best-in-class IT solutions and technical support services to small and medium-sized businesses across North America. The company invests in employee growth and fosters an inclusive, collaborative culture where every team member contributes to collective success.
Diagnose and resolve complex technical issues independently, leveraging specialized knowledge of Olo's products and services.
Manage customer inquiries and escalations via phone and written interactions, meeting KPIs like CSAT and SLAs.
Recognize patterns in customer issues, advocate for product improvements, and mentor newer team members as needed.
Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, helping customers deliver more personalized and profitable guest experiences. With over 800 restaurant brands and 400 integration partners, Olo processes millions of orders daily, fostering a culture of innovation and customer-centricity.