US Signal

• Resolve complex, escalated incidents and service requests through advanced troubleshooting and root cause analysis. • Partner with Tier 1, Tier 2, and Tier 4 support teams to drive issue resolution, providing mentorship and guidance. • Actively participate in change management activities and support reliable service delivery throughout the change lifecycle. • Maintain operational stability through scheduled system health checks, routine activities, and alert triage. • Analyze recurring issues to support problem management and contribute to continuous service improvement initiatives.

• Build and deliver configurations, quotes, and statements of work for complex opportunities, partnering with engineering to nail the labor scope. • Own client and vendor relationships independently, identifying cross-sell opportunities and expanding revenue across all business lines. • Serve as the go-to point of contact for clients, vendors, and legal teams, keeping communication clear and deals moving. • Negotiate special pricing, secure deal registrations, and protect margins, while supporting Salesforce forecasting through Sell CPQ quote creation. • Manage the full order lifecycle: submitting quotes to procurement, tracking orders, resolving RMAs and billing issues, and ensuring every client walks away with a great experience.

• Lead complex system implementations by configuring, installing, and maintaining hardware and software across multi-vendor environments, ensuring seamless integration and optimal performance. • Execute provisioning and migration projects, including cloud infrastructure integrations, server migrations, and environment upgrades, ensuring services are correctly deployed and ready for customer consumption. • Collaborate cross-functionally with sales engineers, project managers, and vendors to design and deliver tailored implementation solutions aligned to customer requirements and technical specifications. • Produce comprehensive technical documentation, including system requirements, specifications, and support materials to ensure knowledge transfer and operational continuity. • Drive continuous improvement in service delivery by analyzing existing processes, recommending cost-effective alternatives, and contributing to the development of best practices and standards.

• Design and provision cloud solutions across the network, including firewalls, disaster recovery, storage, and backup systems, directly contributing to customer success and operational reliability. • Maintain accurate documentation and system records by updating databases, creating detailed Visio diagrams, and developing MOPs and SOPs. • Review and approve cloud service orders, coordinate with internal teams to resolve provisioning delays, and participate in customer maintenance activities as needed. • Partner with Project Management and Engineering teams to deliver an exceptional customer experience throughout implementation engagements. • Support virtualization technologies including VMware vSphere, vCloud Director, and Nutanix, and contribute to audits, disconnects, and special projects as assigned.

• Design, build, and operate the private cloud, virtualization, and core infrastructure platforms that underpin OpenCloud. • Lead proofs of concept and production validation for emerging infrastructure, storage, container, and platform technologies. • Build automation-first platforms from the ground up. • Architect storage, backup, and data protection solutions that meet enterprise-grade requirements for performance, resilience, recoverability, and compliance across complex hybrid cloud environments. • Serve as a technical leader and cross-functional partner, collaborating with product, platform, operations, vendors, and open-source communities.

• Drive end-to-end delivery of technology projects, holding accountability for scope, schedule, and budget • Build and execute project plans that actually hold up • Serve as the connective tissue across Sales, Engineering, Managed Services, Product Management, and Facilities • Own customer relationships throughout the project lifecycle • Keep documentation tight and status reporting meaningful • Manage change with discipline

• Serve as an escalation point for Level II issues, working independently to resolve complex technical problems. • Mentor Support Agents by providing guidance and skill development opportunities. • Handle overflow customer calls, acting as a subject matter expert and ensuring accurate trouble ticket documentation. • Participate in special projects and assignments as directed by leadership.

• Assess and rationalize the enterprise data warehouse; design and implement a governed semantic layer using dbt • Design and deploy production LLM applications on the org's data fabric — prompt engineering, model integration, shipped systems • Build text-to-SQL and natural language interfaces that let business users query operational data through conversational AI • Architect RAG pipelines end-to-end: vector store design, chunking strategy, embedding model selection, internal and customer-facing deployment • Engineer and orchestrate multi-agent systems for enterprise workflow automation, including framework selection and API integration

• Manage a high-volume B2B commercial account portfolio, prioritizing outreach based on risk and delinquency levels; proactively contact clients by phone and email to negotiate payment arrangements and recover past-due balances • Apply sound judgment in selecting the right collection strategy for each account whether that's a payment plan, escalation, or referral to legal or a third-party agency and maintain accurate documentation in our ERP or collections management system • Serve as the primary point of contact for complex billing disputes, owning each case from identification through resolution; evaluate validity, gather documentation, and communicate outcomes clearly and professionally • Verify that invoices align with contractual terms before and during the collections process; identify recurring billing issues and escalate systemic problems to management with recommended solutions • Monitor aging reports daily, assess portfolio health, adjust strategies accordingly, and keep management informed on high-risk accounts, open disputes, and overall portfolio status

• Build and execute strategic account plans. • Identify target mid-sized and small enterprise companies, research key contacts, select entry-point products, and develop multi-threaded outreach strategies including contingency approaches when needed. • Cultivate lasting relationships. • Engage meaningfully with customers, OEM partners, coworkers, and local network contacts to build trust and long-term business value. • Turn customer needs into compelling solutions. • Understand challenges at a deep level, then craft and deliver tailored presentations, proposals, contracts, and RFP responses that resonate. • Close with confidence. • Lead final pricing and contract negotiations, working with sales management as needed to get deals across the line. • Keep the pipeline sharp. • Maintain accurate CRM records, client data, opportunities, and forecasts to support sales processes, reporting, and visibility across the team.