This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to lead a high-performing support engineering team focused on delivering exceptional service and technical solutions to clients. The Manager will oversee the end-to-end support lifecycle, ensuring timely resolution of complex technical issues while fostering team growth and collaboration. - Serve as the escalation point for challenging cases. - Provide mentorship to engineers and maintain high standards of operational excellence. - Combine hands-on troubleshooting with strategic leadership. - Influence processes, drive improvements, and enhance overall customer satisfaction. - Manage on-call rotations and collaborate cross-functionally with product, development, and service teams to optimize support workflows. Qualifications - Minimum 5 years of experience as a Salesforce Administrator, Support Engineer, or Consultant, with Salesforce Administrator 201 certification required. - Prior experience managing a small support or technical team (3–5 members). - Strong technical expertise in Salesforce, including debugging flows, validation rules, data issues, and complex builds. - Knowledge of Salesforce integrations, APIs, Apex, Visualforce, and other platform features. - Excellent communication, presentation, and documentation skills. - Ability to handle high-pressure situations and provide guidance on Severity 1 and 2 issues. - Familiarity with AWS services (Amazon Connect, CloudWatch) and Agile/Waterfall methodologies is a plus. - Commitment to continuous learning and staying current with industry best practices and platform updates. Requirements - Oversee and manage all support cases, ensuring accurate troubleshooting and timely resolution of client issues. - Lead, coach, and mentor a team of 3–5 support engineers, fostering professional growth and high performance. - Serve as the escalation point for complex technical issues, collaborating with cross-functional teams to resolve challenges. - Maintain and improve internal and external technical documentation for support processes and solutions. - Manage on-call rotations and provide hands-on support during high-severity incidents. - Proactively identify opportunities to enhance the customer experience and drive continuous process improvements. - Communicate effectively with stakeholders, providing updates on cases, projects, and team performance. Benefits - Competitive salary and performance-based incentives. - Flexible, fully remote work environment with support for work-life balance. - Opportunities for professional development and training in Salesforce and AI technologies. - Health, dental, and vision coverage. - Paid time off and flexible scheduling options. - Collaborative, innovative team culture with regular recognition and celebration of achievements. - Exposure to cutting-edge AI and automation technologies, including Salesforce Agentforce.

• Provide **Level 1 technical support** via ticketing system, phone, and remote sessions. • Troubleshoot and resolve issues related to: - Microsoft 365 administration (**Exchange, Teams, SharePoint, OneDrive**) - **Intune** device management and endpoint compliance - **Windows and macOS** operating systems - **Unifi networking** (gateways, switches, access points) - **Basic networking** (VLANs, VPNs, IP configuration) - **Active Directory** - **Virtualization** (Hyper-V or VMware) - **Google Workspace administration** • Support collaboration tools such as: - Microsoft Teams - Zoom - Slack • Manage **user onboarding and offboarding**, including: - MFA / Conditional Access setup - Device enrollment • Escalate complex issues to **internal senior technicians or local field technicians** when necessary. • Monitor alerts via: - **Intune** - **Microsoft Defender** - **UniFi dashboards** • Apply patches and updates through: - **Intune** - **Windows Update for Business (WUfB)** • Ensure device and network security alignment with: - **CIS benchmarks** - Applicable **compliance frameworks** • Document incidents, resolutions, and preventive recommendations in internal systems. • Maintain documentation in **Hudu** and per-client compliance systems, including: - SSPs - CRMs - Policy repositories • Adhere to **HIPAA and CMMC data security protocols** and company confidentiality requirements. • Support **data backup and disaster recovery operations** using: - **Veeam** - **Acronis** • Document customer IT environments, including: - Network diagrams - Asset inventories - Configuration notes • Create **internal knowledge base (KB) articles** for recurring issues and solutions.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture, and support bold, eye-catching digital LED display technology and audio systems. Our products bring excitement to professional, college, and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work, and play. As a Remote Technical Support & Onsite Field Service Engineer, you’ll primarily provide remote technical support from your home office but also travel to customer sites approximately 20% of the time to perform event support, on-site service, and installations. What You’ll Do: - Remote Support (approximately 60-80% - varied, based on business need): - Ensure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversations. - Troubleshoot and solve simple to highly complex hardware and software technical issues using a logical troubleshooting approach with attention to detail. - When needed, collaborate with a team to resolve or escalate product issues. - Actively create and update knowledge base articles for internal and external uses. - Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions. - Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers. - On-Site Support (approximately 20-40% - varied, based on business need): - Onsite support of customers within a 1–2-hour radius of State College, PA. - Providing service, installation, or support during an event at a customer site. - Providing on-site technical and maintenance services for Control Systems and Display Systems. - Leveraging your knowledge by training our Service Partners. Your schedule will fluctuate depending on whether you're assigned to remote technical support or on-site field service work and may include nights and weekends based on business needs. Some last-minute scheduling happens to meet our customers’ needs when an unexpected repair or event happens. Participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidays. Expect event support responsibilities primarily during evenings and weekends to align with seasonal event demand. Expect on-site event support for multiple Penn State home football games (typically 6-7 from late August through late November) and other events throughout the year. Your office will be at your home, located within 30 miles from State College, PA. You will periodically travel to customer sites within a 1-2-hour radius of State College, PA. Onsite work can vary by location and from day to day. One day you might work inside a control room, the next day you might be outside on a lift or ladder working with a video display. You are paid for all your working time, including travel time to and from site. When you aren’t working on a customer site, you will work from your home office to remotely support our customers. Qualifications - Minimum of an associate degree or equivalent plus demonstrated relevant experience (Audio Visual/Broadcast systems); bachelor’s degree preferred. - Preferred majors include Electronics Engineering Technology, Computer Engineering Technology, A/V Broadcast, or similar programs. - Will consider non-technical bachelor’s degree if applicant also has previous experience demonstrating technical learning ability. - Must be able to communicate effectively in a variety of settings. - Positively and professionally able to work in stressful situations. - Show personal commitment to continuously improve. - Display a can-do attitude in good and bad times. - Effectively exercise discretion and independent judgment. - Strong computer skills: Internet navigation, word processing, spreadsheets, and Daktronics internal programs. - Work effectively as a team member assisting when and where needed. - Comfortable working from a home office location. - Able to work at heights or from a ladder and able to carry ladder/tools/parts from vehicle to work site. - Ability to lift, carry, and move up to 45 pounds. - Ability to work in a variety of environments, including cold/hot weather, small spaces. - Must be able to work nights and weekends based on pre-determined business need. - Must be able to get a passport. - Ability to travel by air and ground. Valid driver’s license. Must be able to meet and maintain Daktronics Driving Eligibility Requirements. Motor vehicle records will be checked. - Fluent in English, both written and verbal. Multi-lingual is a plus. - Applicants must be 18 years of age or older. - Daktronics does not sponsor, renew, or extend immigration visas for this position. Benefits - The typical hiring range for this position is $25.00 to $29.00 per hour based on the location of State College, PA. - Additional $15.00 per hour premium for assigned onsite service work performed outside of 6:00am – 5:00pm Monday through Friday. - Information about Daktronics benefits can be found on our website Career Opportunities. - Daktronics offers financial relocation assistance for positions that require placement in a specific location.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Technical Support Engineer (T2) is a specialized technical resource within Casepoint’s Government team, focused on providing high-level technical support for our suite of government applications. This role ensures the technical stability, performance, and availability of the software platforms that government agencies rely on to fulfill their mandates. As a Tier 2 engineer, you will resolve escalated technical incidents that require deep system investigation and administrative configuration. What You’ll Do: - Application & System Support: Diagnose and resolve "jobs pending" or "jobs failing" incidents by performing targeted application service restarts (IIS) within hosted customer environments to restore platform functionality. - Legacy Data Ingestion Support: Facilitate cloud-based data setup and EDR (Electronic Data Retrieval) uploads for customers maintaining legacy versions, ensuring successful data availability within the platform. - Service & Performance Management: Actively monitor and administer Casepoint applications, including running performance and capacity reports to diagnose and resolve failed processes. - Technical Configurations: Execute technical setups for API installations and platform integrations for government workflows. - Advanced Troubleshooting: Troubleshoot, research, diagnose, and resolve escalated incidents where standard front-end interventions are insufficient. - Identity & Access Support: Configure SAML/SSO for hosted environments, including troubleshooting lockouts and managing the placement of Pay.gov and Login.gov certificates. - Government Software Expertise & Administration: Act as the primary technical expert on Casepoint solutions, advising both internal teams and government customers during complex issue resolution. - Administrative Access Recovery: Manage high-level security overrides, including unlocking administrative accounts and performing password resets for users locked out of FX and Pal configuration applications. - End-User Technical Support: Respond to end users on technology-related issues and questions, capturing detailed information regarding the issue and resolutions in the ticket tracking system. - Incident Lifecycle Management: Work directly with customers to reproduce technical issues, capturing detailed diagnostic information to develop comprehensive root cause analyses. - Platform Evolution: Stay up-to-date on skills and knowledge with new developments across the Casepoint platforms. - Testing & Evaluation: Participate in the testing and evaluation of Casepoint applications and outside utilities to provide input on system integration. - Strategic Leadership & Coordination: Provide technical leadership during meetings with Customer Success Managers and Project Managers to iron out technical details and help them track project progress. - Cross-Functional Collaboration: Coordinate with internal teams (Information Services, Product, Customer Services) to ensure system issues are resolved in a timely manner. - Communication Management: Manage internal and cross-departmental communication for given projects, including email responses and follow-ups. - Operational Flexibility: Perform day-to-day task technical support needs and other duties as assigned to support the evolving needs of government customers. Qualifications - Education: Degree in Computer Science, Information Technology, or an equivalent combination of education and experience. - Specialized Knowledge: Demonstrated familiarity with the technical requirements of supporting government-specific software. - Technical Proficiency: Proven ability to diagnose and resolve complex incidents involving web servers (IIS), database queries, and identity providers (SAML/SSO). - Communication: Exceptional oral and written communication skills with the ability to lead technical discussions with government clients. - Citizenship: US Citizenship (non-dual) is required by government contract. - Clearance: Ability to obtain and maintain a Public Trust or higher clearance. Work Location & Flexibility We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, D.C., DE, FL, GA, IL, IN, KS, KY, MA, MD, MI, MN, NC, NH, NJ, NY, OH, OR, PA, SC, TX, VA, WA, WI, WY. If you live outside these states, unfortunately we’re not able to consider your application at this time.