Points North

• Automate the Azure infrastructure powering our products from end-to-end. • Harden what exists, modernize what needs it, and build new infrastructure the right way from the start using Bicep and ARM templates. • Build and mature our DataDog implementation including how we are using it, not just configuration. • Ensure our Azure environment, pipelines, and application follow security best practices. • Standardize what 'healthy' looks like for our systems. • Own the reliability and effectiveness of our Azure DevOps pipelines. • Build self-service tools, standards, and documentation. • Lead performance investigations and own post-incident reviews. • Act as a consultant and coach to development teams on cloud best practices, security, reliability patterns, and observability.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position will be assigned clients to support during the Managed Services lifecycle journey. This role can be remote from anywhere in the United States, with expected quarterly travel to our Headquarters in Bloomington, Minnesota. - Manage and source prevailing wage rates. - Submit reports on behalf of clients based upon contract terms. - Supports implementation of Managed Services customers. - Troubleshoot issues to resolution and directly answer client questions. - Maintain accurate and up-to-date records of work performed. - Perform independent work within Points North applications on behalf of clients at their request. - Respond to client requests via all communication channels including phone and email. - Capture and maintain all support requests, interactions, and communications. - Research and source prevailing wage rates on behalf of clients. - Creates and maintains client-specific process documentation. Qualifications - Strong communication skills, written and verbal, specifically with explaining technical terms in a way that non-technical individuals can understand. - Independent problem solving and troubleshooting skills. - Excellent organizational skills. - Very attentive to detail. - Ability to understand and resolve technical issues related to our software offerings. - Experience communicating and resolving difficult client issues. - Knowledge of resolving issues with software systems. Requirements - Bachelor’s degree or equivalent industry experience. - 3+ years' experience working with data. - 3+ years' experience in a SaaS client service or product support environment. - 1+ year experience working with payroll and benefit data. - Proficiency with Microsoft Office suite. - Prior payroll or prevailing wage experience, highly preferred. Benefits - Health Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy. - Retirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan. - Time Off: Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you. - Growth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career. - Flexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.

• Communicate with clients by phone, email, and team collaboration platforms (such as Microsoft Teams). • Identify client issues with Points North’s software as a service (SaaS) certified payroll and compliance products. • Troubleshoot Points North products and integration with third party products (such as payroll or timekeeping systems). • Resolve a wide mixture of problem complexity, requiring between 5 minutes to several hours to achieve resolution. • Work independently on support requests approximately 80% of the work week. • Collaborate with subject matter experts (SMEs) and Technical Support over team collaboration platforms on complex or technical issues. • Escalate client product enhancement requests and potential software bugs. • Document and track each support request in support’s ticketing system. • Perform research within the prevailing wage sector. • Participate in daily and weekly sprint activities to continuously improve knowledge, processes, and tools.