• Coordinate Software Release Readiness by working with PMO, Product Managers, Engineering teams, and Quality Assurance • Assist in building checklists, playbooks, and standard operating procedures for the NPR program • Provide the Voice of Member perspective to ensure the member’s experience is prioritized • Utilize data analysis tools to determine the success of product launches and provide readouts to PMO and Product Managers • Analyze potential contact volumes as an input to forecasting with workforce management teams

• Provide responsive and high-quality support to our customers for all our products; • Manage resolution of technical issues for all T2 customers, and record all communication and activity in providing the resolution for the customer on a timely basis; • Provide excellent customer management through clear communication, responsive follow through, and advocacy for customer issues within internal departments; • Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues quickly; • Collaborate extensively with internal team members to resolve client issues; • Provide rotational technical support coverage to T2 customers during the working week and on Canadian/US holidays as necessary, as well as participating in an on call evening and weekend rotation.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Handle complex customer issues that are escalated by level I and level 2 engineers. Provide technical expertise, collaborating with cross-functional teams, and managing customer expectations during high-pressure situations. Mentor and train junior support staff, develop and implement processes and procedures that ensure consistent high-quality support, participate in on-call rotations, have a deep understanding of the systems and technologies involved in supporting AWS services, as well as strong communication and leadership skills. Qualifications - Bachelor's degree or foreign equivalent degree in Computer Science or a related field - Four years of experience in the job offered or a related occupation - Employer will accept six years of experience as equivalent to a Bachelor's degree and four years of experience - One year of experience in the following skills: - Knowledge of distributed computing environments - Experience with AWS services or other cloud offerings - Experience with network and operating system support - Experience in information security and compliance - Presenting to an audience containing one or more executive team member(s) Requirements - 100% telecommuting permitted, work may be performed from anywhere in the U.S. Benefits - Salary Range: $143,330/year to $163,700/year - Amazon is a total compensation company; equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package - Full range of medical, financial, and/or other benefits

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Support Solutions Engineer, you will be supporting customers using Point of Rental software. The primary role of the Support Solutions Engineer is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers. - Advanced Troubleshooting: - Diagnose and resolve complex software issues, utilizing in-depth technical knowledge and analytical skills. - Technical Support: - Provide support for software applications. Address defects, performance issues, and user inquiries. - Respond to customer requests for assistance advising them on how to utilize the software to its full potential. - Use knowledge and skills to address customer’s needs and resolve problems within existing specifications and defined standards. - Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments. - Provide timely follow-up to customers and an exceptional support experience. - Provide thorough and complete case notes and documentation of customer issues. - Receive customer calls, chats, and email inquiries. - Analyze customer problems and research solutions using the base knowledge of the software. - Diagnose customer issues through process of elimination by asking probing questions. - Provide easy-to-understand answers adapted to the customer situation. - Document issues appropriately based on existing guidelines. - Escalation Management: - Act as a point of escalation for Tier 1 support staff, ensuring that issues are resolved in a timely and efficient manner. - Documentation: - Maintain detailed records of support requests, troubleshooting steps, and resolutions. Document known issues and solutions for future reference. - Collaboration: - Work closely with development teams to identify and address software issues. Provide feedback for continuous improvement. - Training and Mentoring: - Assist in training Tier 1 support technicians and contribute to the development of support documentation and knowledge base articles. - Customer Interaction: - Communicate with end-users to understand their issues, provide updates on resolution progress, and ensure a high level of customer satisfaction. - System Monitoring: - Monitor software performance and stability. Implement proactive measures. Qualifications - 5+ years of experience in the Rental Industry, preferably using Point of Rental software. - Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. - Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience preferred. Requirements - Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues. - Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively. - Proven ability to deliver exceptional customer service and maintain positive relationships with end-users. Benefits - Full-Time, Exempt. - Base Salary + Benefits (Medical/Dental/Vision). - 120 Hours PTO. - 100% 401(k) Matching (Up to 4%). - M-F, Daytime Hours; 100% Remote; Some travel required for company events. - The base pay range for this position is $70,000 to $80,000 per year.