• Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms, ensuring high availability, reliability, and performance across production environments. • Collaborate closely with developers, architects, and platform owners to establish logging standards, enforce monitoring best practices, and enable efficient troubleshooting through structured observability frameworks. • Participate in application design discussions to develop end-to-end interaction visibility using Splunk, enabling deep operational insights and traceability across contact center workflows. • Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures to improve system stability. • Partner with vendor teams to drive operational improvements, strengthen monitoring strategies, and enhance overall platform observability. • Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk, ensuring redundancy and comprehensive performance tracking. • Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams and improve operational readiness.

Location: RemoteThe Role With Cyclops now actively supporting client integrations, technical questions, bug reports, and operational issues need a dedicated first line - someone who can resolve  the majority of issues independently and escalate the rest with full context already prepared. The goal is simple: keep clients and partners unblocked, and protect engineering time from unnecessary interruptions. You will own the technical support function end-to-end: triage, resolution, client communication, documentation, and monitoring awareness. You will be the face of Cyclops to technical contacts at our clients and vendors, and act as the internal bridge between what clients experience and what engineering needs to know. The function is being built from the ground up. The person who joins now will help shape how it operates -  defining processes, establishing documentation, setting tooling conventions, and ultimately helping determine the criteria for what the team looks like when it grows. What You'll Do Triage and First Response - Monitor and own all inbound technical requests from clients, API vendors, and internal teams - Resolve directly what doesn't require engineering judgment: API clarifications, integration questions, known behavior explanations, documentation gaps - For everything that requires escalation: prepare full written context before it reaches QA or engineering Solution Partners Communication - Act as the first point of contact for technical questions in dedicated solution partners: client and vendor Slack channels - Own status page updates and client-facing communication during incidents and maintenance windows - Own communication back to the client on escalated bugs until resolution Monitoring and Incident Support - Stay aware of system health through dashboards, logs, and alerting - notice and confirm whether something needs escalation - Propose improvements to monitoring process if something is lacking - Trigger and support incident escalation when service availability or data integrity is at risk - During active incidents, act as operational support when needed - performing manual workarounds when instructed by engineering Documentation Ownership - Own and maintain API docs, integration guides, FAQ, and runbooks in Confluence. Write documentation that is clear and structured enough to be consumed accurately by both humans and AI tools. - Treat every repeated question as a documentation gap to close - Work with engineering and product to keep documentation accurate as the platform evolves Ticket Hygiene and Process - Create and maintain Jira tickets for all requests that require tracking or escalation - Keep tickets updated; QA and EM should never need to chase support-side context Required Experience and Skills - 2-3+ years in a technical support, integration support, or technical operations role in a software product company - Ability to read and write basic SQL queries for data investigation - Ability to inspect application logs to identify errors, trace request flows, and extract relevant context - Comfortable working with REST APIs - reading documentation, constructing requests, interpreting responses and error codes - Strong written English, clear and appropriate for both technical and non-technical audiences (B2 minimum, C1 preferred) - Organized and self-directed: able to manage multiple open requests without losing track of what's pending, what needs follow-up Nice to Have - Experience in fintech, payments, or crypto - Previous engineering experience (QA, developer, or similar) is a strong plus - Interest in AI tools and how they can improve support and documentation workflows - Experience working directly with B2B clients or API vendors in a technical capacity - Familiarity with ITSM concepts and support process design - Experience maintaining technical documentation or knowledge bases - Exposure to SOC2 or ISO compliance requirements - Familiarity with OpenAPI/Swagger specs and structured documentation practices Soft Skills We Value - Ownership mindset - you follow things through, not just forward them - Curiosity about how the product works, not just how to handle the ticket - Communication discipline - written updates are clear and structured - Comfortable with ambiguity and evolving requirements - Willingness to do manual, operational tasks when needed, and enough judgment to know when something needs escalation vs. resolution Reporting Structure Reports to the Director of Engineering. Works closely with QA, engineering, and product on a daily basis. Participates in engineering team standups to stay in sync with what is being shipped, fixed, or changed. This role does not include direct people management, though the expectation is that it grows into function ownership as client count and request volume increase. Compensation and Benefits We believe great work requires a supportive environment: - Competitive compensation - Equity and performance-based bonuses, depending on role and contribution - Paid time off - Learning and growth opportunities - Remote-first work setup - Strong engineering culture focused on quality and reliability - Yearly company offsites - Company-provided equipment (laptop and necessary hardware) --- About Cyclops Cyclops is the only crypto and stablecoin infrastructure provider exclusively focused on payments. Historically, crypto and stablecoin payments have been unnecessarily difficult. With Cyclops, the era of delays and complexity is over. We are serial entrepreneurs. We founded The Giving Block in 2018, sold it to Shift4 (NYSE: FOUR) in 2022, then spent the last 4 years building out the Shift4 crypto team and products. Now, we’re running things back and following a similar playbook. This time we’re more prepared and backed by the best in the industry (Castle Island, Fidelity, and Shift4). Cyclops Culture Don’t join Cyclops if you’re looking for a typical 9-5. The culture we’ve built is one of first-principles thinking and relentless execution. We wake up every day excited to deliver great products worthy of the world’s best companies. Everyone who works at Cyclops must have a founder mindset, where no problem is too big to solve.

• Troubleshoot private cloud deployments based on OpenStack, Kubernetes, Mirantis Container Runtime (MCR), and related cloud technologies, detecting, reporting, and resolving complex issues across the stack. • Provide high-tier support for critical product issues escalated by peers or management, including leading high-severity incident calls and coordinating resolution efforts across multiple teams. • Act as a shift-level technical leader, maintaining awareness of platform health, responding to alerts, and proactively managing emerging issues within customer environments. • Perform cluster upgrades and lifecycle operations as new releases become available, ensuring minimal disruption and clear communication throughout the process. • Communicate urgently, clearly, and in detail with customers during incidents, providing accurate status updates and guiding them through troubleshooting and resolution. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack, Ceph and storage, networking, hardware, and infrastructure, while maintaining accountability and follow-through. • Lead incident management efforts by structuring outage calls, distinguishing root cause from contributing factors, documenting findings, and driving corrective actions to completion. • Reproduce customer issues in internal lab environments, validate defects, and provide detailed diagnostics and reproduction steps to development teams. • Work closely with engineering teams to review customer issues, suggest improvements, identify potential product defects, and track fixes through delivery.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description In this role you will partner with stakeholders to analyze business needs and processes, configure and optimize Coupa (including approvals and integrations), manage system updates and enhancements, and document requirements, designs, and testing deliverables. - Collaborate with stakeholders to gather requirements, evaluate business processes, and design, test, and deploy system solutions. - Configure Coupa settings and approval workflows to align with organizational needs. - Investigate and resolve integration issues between Coupa and the finance system by researching and developing effective solutions. - Oversee Coupa system updates, assess new feature releases, and implement applicable enhancements. - Prepare and maintain project documentation, including requirements specifications, design documents, and test results. - Assess user needs to define both functional and cross-functional requirements. - Conduct functional decomposition to determine necessary tasks and their interdependencies. - Identify and allocate resources required to successfully execute each task. - Provide daily oversight and guidance to support staff. Qualifications - Bachelor’s degree in Computer Science or a related IT field, or equivalent professional experience. - Minimum of 10 years of experience managing and supporting the full Software Development Life Cycle (SDLC) across task order applications and technologies. - Proven ability to configure, implement, test, and document solutions within the Coupa application and its analytics tools. - Experience conducting regression testing for Coupa applications and related integrations during system releases. - Strong work ethic with excellent communication and organizational skills. - Demonstrated experience integrating Coupa with finance systems and applications. Benefits - Our Commitment to You - We offer competitive pay, multi-year projects, and a list of exciting clients. - Work-Life Balance - We work hard; we work smart and have quality time for family and "life." - Golden Rule - We treat our consultants the way we want to be treated: with integrity, professionalism, and trust. - We Care About You – We help you meet your career goals and continuously support your efforts in the field. Company Description The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer.