Oversight Systems Inc

Role Description The Support Analyst Level 3 provides superior technical assistance and support for Oversight’s products and services. Key responsibilities include: - Acting as a counselor, guide, and product master to address customer concerns and guide configuration changes. - Serving as the escalation point for data processing and analytics issues. - Acting as the technical liaison between customers, Engineering, and Data Analytics. - Mentoring Support Analysts (Level 1 and Level 2). - Providing technical feedback on team-designed solutions. - Maintaining customer satisfaction by resolving problems within SLA requirements. - Working weekends as part of a shift assignment or on-call rotation. - Identifying, diagnosing, and troubleshooting complex issues involving SQL, Shell Scripts, proprietary data processes, AWS logs, Python notebooks, Bit Bucket change controls, and Java applications. - Resolving data processing interruptions preventing end-user access. - Communicating effectively and maintaining positive relationships with all customers. - Collaborating with cross-functional teams for seamless system integration. - Ensuring prompt action on tickets by documenting and identifying automation opportunities. - Continuously improving processes, techniques, tools, and customer outcomes. - Staying updated on changes to company products, tools, and processes. - Willingness to work flexible shifts as needed to support team coverage and business continuity. Qualifications - 5 – 8 years of hands-on SQL Operations experience. - 3 – 5 years of hands-on Unix Operations experience. - 3 – 5 years of hands-on Application-Level Support. - Bachelor’s degree in Computer Science or related field preferred. - Experience working with data automation tools. - Experience with popular T&E or financial systems is a plus. - Good interpersonal and presentation skills. - Experience with cloud technologies such as AWS, Databricks, and Postgres SQL is a strong plus. - Experience with Git Bash and Bit Bucket preferred as well. Requirements - Strong written and verbal communication, interpersonal, and troubleshooting skills. - Self-starter able to work in a multi-tasked, fast-paced environment. - Ability to work effectively in a team environment as well as independently. - Organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches. - Flexible to work weekend support shifts on a rotational basis. - Fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures, and legal requirements. - Experience with SQL and stored procedures. - Basic knowledge of Advanced SQL functionality including (but not limited to) indexes, table joins, subqueries, unions, analytic functions, etc. Benefits - This position is 100% Remote, with periodic travel to Atlanta, GA for company events as necessary.

Role Description The Enablement Specialist II (ES II) is a client-facing, consultative enablement role responsible for driving successful onboarding, adoption, and operationalization of Oversight solutions during implementation engagements. The ES II operates with increasing independence and is expected to lead core enablement activities for assigned clients while partnering closely with Project Management, Technical Delivery, Client Success, and Support throughout the onboarding lifecycle. - Balance client-specific needs with established enablement standards and best practices. - Configure and refine Oversight analytics. - Guide clients through enablement and training activities. - Help clients operationalize Oversight workflows in alignment with their audit objectives, policies, and reporting needs. - Contribute to internal and external documentation. Qualifications - 2–5 years of experience in client-facing implementation, onboarding, consulting, enablement, client success, or professional services roles. - Experience independently managing defined portions of client engagements, including trainings, configuration activities, and follow-up actions. - Comfortable facilitating client meetings, trainings, and working sessions with professionalism and confidence. - Experience balancing multiple active projects, timelines, and client priorities simultaneously. - Experience documenting requirements, configurations, refinements, and operational decisions in structured systems or tools. - Familiarity working cross-functionally with technical, project management, support, or customer success teams. - Experience identifying process improvement opportunities or recommending operational refinements. Requirements - Ability to operate independently within established frameworks. - Comfortable working flexibly to accommodate client meeting and training schedules. Core Responsibilities - Lead onboarding and enablement activities for assigned client engagements. - Tune Oversight analytics to align with client policy requirements. - Collaborate with Project Management on onboarding timelines and delivery adjustments. - Partner with Technical Delivery on system refinements and investigations. - Collaborate with Client Success on adoption progress and client risks. - Coordinate with Support on implementation details and post-go-live transitions. - Create and maintain Email Templates, Reason Codes, and related client configurations. - Record and maintain system changes through Implementation Workbooks and Jira OBX tickets. - Train clients on Oversight analytics, Workbench workflows, Dashboards, and Exception Resolution processes. - Guide clients on analytics functionality, refinement options, and operational best practices. - Review client utilization and identify adoption and workflow improvement opportunities. - Identify system, process, and enablement improvement opportunities. - Maintain current knowledge of Oversight products, analytics, tools, and processes. - Communicate proactively and collaborate effectively across internal teams and client stakeholders. - Contribute to internal and client-facing documentation, training materials, and process improvements. - Share client feedback and enhancement opportunities with Product Management. Core Skills - Strong client-facing communication, presentation, and consultative skills. - Ability to facilitate trainings, lead working sessions, and communicate complex concepts in a clear and practical way. - Strong organizational and time management skills with the ability to manage multiple projects, priorities, and deadlines simultaneously. - Analytical and detail-oriented with the ability to identify trends, risks, process gaps, and operational improvement opportunities. - Ability to think critically, solve problems independently, and make sound decisions in client-facing situations. - Experience working in client onboarding, implementations, enablement, consulting, professional services, or similar client delivery environments. - Ability to build professional relationships and collaborate effectively with clients and cross-functional internal teams. - Comfortable working within structured processes, documentation standards, and ticketing or workflow management systems. - Strong written documentation skills with experience creating or maintaining process documentation, training materials, or client-facing content. - Adaptable and comfortable working in fast-paced environments with evolving client needs and priorities. Success Metrics - Client onboarding progress and adoption outcomes. - Quality, consistency, and timeliness of enablement delivery. - Accuracy and completeness of system configurations and documentation. - Effective collaboration with internal stakeholders and cross-functional teams. - Client feedback, engagement, and onboarding readiness indicators. - Adherence to team processes, standards, and operational expectations.

Role Description The Client Success Associate (CSA) is an entry-level, back-office role designed to support Senior Client Success Managers (CSMs) in delivering an exceptional client experience and driving customer success outcomes. This role focuses on behind-the-scenes execution, operational support, and data management to ensure seamless client engagement and account health. The CSA plays a critical role in enabling CSMs to focus on strategic relationship management by handling administrative, analytical, and coordination tasks. This position is ideal for someone early in their career who is detail-oriented, analytical, and eager to grow within Client Success. Responsibilities and Expectations - CSM Support & Account Operations - Support CSMs in managing day-to-day client account activities. - Prepare materials for client meetings, including reports, presentations, and data summaries. - Maintain accurate and up-to-date client records in Client Success platforms. - Assist in tracking client KPIs, renewals, and account health metrics. - Utilize AI agents to align configurations to policies and provide information and modification suggestions to CSMs. - Data Management & Reporting - Compile and analyze client data to support business reviews and strategic discussions. - Generate recurring reports on product usage, performance, and client outcomes. - Identify trends or anomalies in client data and escalate insights. - Assist in complex client support ticket tracking, updating of statuses and next steps to assist in client communication. - Client Lifecycle Support - Assist in onboarding activities by coordinating internal resources and tracking milestones. - Support renewal and expansion processes through data preparation and documentation. - Monitor client engagement metrics and flag potential risks or churn indicators. - Cross-Functional Coordination - Coordinate with internal teams (Implementation, Delivery, Product, Support, Finance) to ensure timely execution of client-related tasks. - Track and follow up on action items from internal and client meetings. - Help manage internal workflows to ensure client deliverables are completed on time. - Process & Documentation - Maintain internal documentation, playbooks, and standard operating procedures. - Identify opportunities to improve efficiency in Client Success processes. - Ensure consistency and accuracy in all client-facing and internal documentation. - Product & Platform Support - Develop foundational knowledge of Oversight products and capabilities. - Assist with basic client inquiries and route more complex issues to appropriate teams. - Support product adoption efforts through reporting and tracking usage metrics. Qualifications - 0–3 years of experience in Client Success, Customer Support, Operations, or related field. - Strong attention to detail and organizational skills. - Analytical mindset with the ability to interpret data and generate insights. - Excellent written and verbal communication skills. - Proficiency in Microsoft Excel, PowerPoint, and CRM systems. - Familiarity with Client Success and/or AI software is a plus. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Strong collaboration skills and willingness to learn from cross-functional teams. Career Growth This role is designed as a foundational step toward a Client Success Manager career path. High-performing Client Success Associates will have opportunities to grow into client-facing roles with increasing responsibility for account ownership and strategy. Key Success Metrics - Accuracy and timeliness of reporting and data management. - Effectiveness in supporting CSMs and improving team efficiency. - Quality and completeness of client documentation. - Responsiveness to internal and client-related requests. - Contribution to overall client retention and satisfaction.

Role Description Oversight is looking for a detail-oriented and experienced Senior QA Engineer who will be responsible for ensuring the overall quality of our applications through a combination of manual and automated testing practices. The ideal candidate will play a key role in defining test strategies, improving QA processes, and collaborating with cross-functional teams to deliver high-quality software solutions. This role requires strong analytical skills, leadership capabilities, and hands-on expertise in both functional and automation testing. Responsibilities and Expectations - Define and implement comprehensive test strategies and test plans - Perform functional, regression, integration, and system testing - Design, develop, and maintain automated test scripts - Execute manual test cases where automation is not feasible - Validate APIs, UI workflows, and backend systems - Log, track, and manage defects using Jira - Participate in sprint planning, grooming, and retrospective meetings - Integrate automated test suites into CI/CD pipelines - Collaborate with developers, product managers, and DevOps teams - Review requirements and provide feedback from a quality perspective - Mentor junior QA team members and drive QA best practices - Contribute to continuous improvement of QA processes and standards Qualifications - 6+ years of experience in software testing (manual + automation) - Strong experience using Jira for defect tracking and Agile project management - Strong hands-on experience in Playwright (JavaScript/TypeScript preferred) - Experience testing applications deployed in AWS environments - Solid understanding of: - REST API testing - SQL & database validation - CI/CD pipelines - Git version control - Experience with test framework design and maintenance - Familiarity with Docker and microservices architecture - Experience working in Agile/Scrum environments - Strong analytical and troubleshooting skills - Excellent communication and leadership abilities Preferred - Exposure to AI/ML-based applications or data-driven systems testing - Basic understanding of testing AI/ML models (data validation, model output validation, bias checks, etc.) - Knowledge of Kubernetes (EKS preferred) - Familiarity with security testing practices - AWS Certification is a plus