• Own day-to-day execution of L3 engineering escalations. • Drive structured intake, prioritization, and tracking. • Reduce resolution time and Improve responsiveness through workflow optimisation. • Ensure accountability and clear ownership across engineering teams. • Lead Support Engineering initiatives with clear ownership from planning through delivery. • Drive accountability across contributors and ensure durable adoption of program outcomes. • Identify process gaps and implement scalable solutions to improve efficiency and predictability. • Lead cross-functional initiatives across Engineering, Product, and GTM. • Manage cross-team dependencies and surface any risks or blockers early. • Drive alignment across stakeholders through asynchronous program updates. • Support quarterly planning and roadmap tracking. • Define and track key operational metrics. • Highlight trends and recommend corrective actions. • Contribute to capacity and demand planning. • Partner closely with the Director of Technical Support to translate strategic priorities into executable initiatives.

Job Description Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com. Provides remote post-sales technology support and technical services to external customers and/or internal field personnel utilizing remote diagnostic capabilities. This includes reactive actions that result in a timely and cost effective problem resolution for customer and proactive preventive actions. May support 3rd party products and occasionally visit customer site. Leverages post sales interactions with customers to probe and qualify further revenue opportunities. May book transactional sales opportunities and provides highly qualified leads to sales. There could be up to 10% travel to customer sites performing technical work (repairs, installations, consulting) and attending internal Agilent training classes. Qualifications - Bachelor of Science Degree in Chemistry, Biochemistry, Biology, Microbiology or equivalent. - Typically 4+ years relevant experience with ICPMS or GCMS technologies. - 4+ years practical experience using or supporting ICPMS and GCMS technologies preferred. Experience with 21CFR compliance software a plus. - Logical troubleshooting skills. - Excellent verbal and written communication skills. - Shift will be for Pacific time zones - 8 am to 5 pm Pacific. Additional Details This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least March 12, 2026 or until the job is no longer posted. The full-time equivalent pay range for this position is $43.12 - $72.08/hr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations Agilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility. Travel Required: 10% of the Time Shift: Day Duration: No End Date Job Function: Services & Support

We’re looking for a Technical Support Engineer Superstar! All About Aeries Aeries Software is a leading EdTech company offering a comprehensive Student Information System in both California and Texas. With a rich history of innovation and proven track record of developing software focused on the whole student, Aeries ensures that student data empowers success and never impedes. All About the Job As a member of the Aeries Support Department, the Technical Support Engineer will work closely with the Aeries Support Analysts, Leads, and Escalation Specialists. They will put their best foot forward and represent Aeries by providing world-class database support to district employees who use it. Primary duties for the role involve ownership and resolution of escalated support tickets. Individuals in this role will be familiar with multiple department processes and procedures, KPIs (Key Performance Indicators), and SLAs (Service Level Agreements) which include, but are not limited to, ticket response times, ticket volume, and resolution time. They will attend regular stand-ups as well as 1:1s with a lead on their ticket volume, workload, communication with colleagues and customers, and provide input on their performance. They will be part of a team that ensures all issues/items/events that require immediate attention are raised to the department leadership for appropriate action. Your Mission - Supports operation of the district student information systems which includes troubleshooting and problem-solving of issues directly pertaining to student data and the database acting as an escalation point for Aeries Support Analysts - Thoroughly document all actions, troubleshooting steps, and information on tickets using Freshdesk - Provide in-depth knowledge and expertise in all aspects of school districts’ database(s) - Assist customers in the management and maintenance of Aeries to ensure data integrity - Ensure data confidentiality - Participate in company-mandated training and retraining programs - Determine the source of database problems and identify resolutions - Work with fellow team members within and outside of the Support Department on complex issues that require collaboration to reach resolution or escalation - Participate in the development and decision-making process of the next generation of Aeries - Occasionally participate in conference presentations as moderator or presenter - Actively engage as a member of a team dedicated to continually meeting all Support Department KPIs and SLAs - May be assigned additional tasks/projects that are outside of your main scope of responsibilities - Leverage AI enabled support tools to accelerate issue resolution while maintaining technical accuracy and customer satisfaction - Contribute high quality, structured knowledge that improves AI performance and increases measurable ticket deflection - Utilize AI to identify automation opportunities that reduce repeat issues, escalation dependency, and overall cost per ticket - Partner with Support Leadership to continuously improve AI-assisted workflows and scalable service delivery All About You Your Superpowers - Team player with excellent interpersonal skills - Problem-solver - Analytically minded - Can work productively alone as well as in a team - Excellent attention to detail - Willingness to continuously learn as our application and company grows - Ability to communicate in non-technical terms and interact effectively to provide support at all levels. Able to explain technical concepts to non-technical users - Ability to identify knowledge base and documentation needs - Reliable and dependable - You think in systems, not just tickets, and naturally look for scalable solutions - You understand that strong documentation powers both human and AI - You see repetitive work as automation opportunity - You care about operational efficiency Your Experience and Skills - Knowledge and experience in the functionality and administration of Aeries or other SIS software; knowledge of Aeries end-user experience and database structure preferred. - Understanding of the mandatory state data reporting requirements in CA and/or TX - Strong customer-facing communication skills (listening, written, verbal, non-verbal) - Strong troubleshooting skills with the ability to identify, analyze, and resolve technical issues efficiently - Experience with and an expert understanding of T-SQL scripting - Comfortable with automating data management processes - Demonstrated experience in software support, preferably in a school district environment or SaaS company - Knowledge of database design principles - Knowledge of IT security best practices - Experience in support ticket management systems such as Freshdesk - Experience in incident management (ex. outage procedures) - Basic understanding of API integration - Microsoft Office experience expected - School district experience preferred - Experience working in AI augmented support environments or leveraging AI tools - Strong documentation skills - Ability to evaluate and refine AI-generated outputs before customer delivery Position Details Status - Full-time (Mon – Fri, 7:30 AM – 4:30 PM PST or CST, dependent on business needs) - Hourly, non-exempt Work Location - Our headquarters is in Orange, CA - Remote work available in CA or TX only Travel Requirements - Minimal travel Physical Requirements - Prolonged periods of sitting or standing at a desk and working on a computer Compensation - $30.00 - $40.00/hour, based on experience and skills - Bonuses awarded for exceptional performance - Benefits include: - Generous health insurance coverage (medical, dental, vision) for employees and covered dependents - Health Savings Account with employer contributions - 401(k) plan with up to 4% employer match - Ample PTO with additional paid time off for volunteering, bereavement, and jury duty - 11 paid holidays with additional closure between Dec 25 – Jan 1 - Educational Reimbursement Program and opportunities for ongoing professional development Aeries’ Integrity Aeries Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Aeries Software is unable to sponsor, or take over sponsorship of, employment visas at this time. Mon – Fri, 7:30 AM – 4:30 PM PST or CST, dependent on business needs

Company Description We are a boutique IT recruiting agency that strictly works with IT consulting companies and managed services providers. We place candidates on a permanent, full time basis (no contract or contract-to-hire positions). Job Description Tier 2 / Tier 3 Support Engineer (West Coast Hours – 100% Remote) We’re a growing Chicago-based IT consulting company with clients across the country, including a strong presence on the West Coast. Because of that, we’re looking for someone who enjoys digging into technical problems and getting things solved, someone who can jump into a ticket queue, take ownership of issues, and see them through to resolution. This role is fully remote and focused on supporting our West Coast clients during their business hours. If you enjoy troubleshooting, figuring out why something broke, and being the person that finally fixes the issue everyone else couldn’t, you’ll fit in well here. What You’ll Do - Work through support tickets for our West Coast clients during Pacific Time business hours - Troubleshoot and resolve complex Tier 2 and Tier 3 technical issues - Support Microsoft environments including Windows servers, Microsoft 365, Azure, and endpoint systems - Diagnose networking issues involving firewalls, VPNs, routing, and connectivity - Take ownership of problems whenever possible - Communicate clearly with clients and keep them informed while issues are being resolved - Document solutions and help improve internal processes and knowledge base articles - Collaborate with the rest of our engineering team when problems require a second set of eyes What We’re Looking For - Prior experience working at a Managed Service Provider (MSP) - Strong troubleshooting ability and a genuine interest in solving technical problems - Solid experience with Microsoft 365, Windows Server, Active Directory, networking, and endpoint management - Ability to work independently and manage a ticket queue without constant supervision - Comfortable communicating directly with business clients - Someone who enjoys learning and figuring things out rather than passing problems along Work Details - 100% remote, work from home - No travel required - Schedule aligned with West Coast business hours (Pacific Time) - Collaborative, supportive engineering team We’re looking for someone who takes pride in being the person that fixes the tough stuff. If you enjoy solving problems, helping people, and working with a team that values strong technical skills and good communication, we’d love to talk. Qualifications MSP experience required. Additional Information All your information will be kept confidential according to EEO guidelines. - Compensation: USD 70000 - USD 85000 - yearly