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 an exciting opportunity for a technically skilled support professional to help customers successfully operate and troubleshoot complex cloud and enterprise software environments. The Customer Support Engineer will work directly with external users to resolve technical issues, provide expert guidance, and ensure high levels of satisfaction across all interactions. You will investigate incidents, perform root cause analysis, and collaborate with internal engineering and product teams to deliver timely solutions. This position requires strong troubleshooting skills across cloud platforms, networking, and server infrastructure. The role also involves maintaining technical documentation and contributing to knowledge sharing within the team. Ideal candidates are passionate about customer success, possess strong analytical abilities, and thrive in collaborative technical environments. - Provide remote technical support to customers, diagnosing and resolving product and environment-related issues. - Investigate complex technical incidents using structured troubleshooting methodologies and perform detailed root cause analysis. - Communicate technical concepts clearly to customers and internal teams, ensuring transparency throughout the resolution process. - Collaborate with engineering, product, and training teams to address recurring issues and improve support processes. - Maintain and update internal and external knowledge base documentation to support efficient problem resolution. - Ensure all customer interactions are handled with urgency, professionalism, and a focus on customer success. - Contribute to cross-team collaboration and knowledge sharing to improve support effectiveness and product understanding. Qualifications - Bachelor’s degree or college diploma in a technology-related field, or equivalent practical experience. - At least 2 years of experience in an IT helpdesk or technical support role. - Minimum 1 year of experience administering Windows Server environments, including security policies and server roles. - Experience with cloud platforms such as Microsoft Azure or AWS. - Knowledge of networking concepts including DNS, VPNs, IP routing, and subnet configuration. - Strong analytical and troubleshooting skills with the ability to handle critical escalations. - Excellent written and verbal communication skills with a strong customer-focused mindset. - Experience with identity providers such as Microsoft Entra ID, Okta, PingFederate, or Active Directory is a plus. - Familiarity with Azure, SQL Server, IIS configuration, Linux environments, and scripting or programming languages such as PowerShell, C#, or VB.NET is advantageous. - Experience with enterprise systems, service management platforms, or knowledge base documentation tools is beneficial. Benefits - Competitive salary ranging from $75,000 to $90,000 depending on experience. - Comprehensive health coverage including medical, dental, and vision insurance. - Life insurance and short-term and long-term disability coverage. - 401(k) retirement savings plan. - Paid vacation and company holidays. - Professional development and training opportunities. - Collaborative and supportive team culture in a remote work environment. - Additional performance-based compensation and equity opportunities may be available.

Who is Trace3? Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate. Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. Ready to discover the possibilities that live in technology? Come Join Us! Street-Smart - Thriving in Dynamic Times We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems. Juice - The “Stuff” it takes to be a Needle Mover We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like. Teamwork - Humble, Hungry and Smart We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us. About the Role: Reporting to the Client Services Center Manager, the Technical Contract Analyst will assist the sales, engineering, and services operations organizations by providing professional writing, editing, reviewing, and validating services agreements, statements of work, and other internal team projects as needed. Responsible for providing creative and technical writing support to develop and structure complex professional services into standard legal contracts. What You’ll Do: - Research, write, revise, and proofread new or existing proposals, Master Service Agreement (MSAs), Statements of Work (SOWs), and technical documentation. - Partner with internal sales team, engineering team and/or clients to understand the technical elements and objective(s) of the services solution and incorporate the necessary requirements into a legal services contract. - Liaise with Trace3 Legal for necessary approvals, validate new contract language, and/or assess risk. - Compare and analyze multiple services agreements and contracts to identify and redline conflicting legal terms, billing terms, broad or undefined scope, including alignment of Client MSA and subcontractor MSA/subcontractor SOW when applicable. - Actively update status of assigned services requests in CRM to reflect current stage of SOW development. - Ensure all materials meet internal and external business and legal standards, and follow appropriate corporate standards, guidelines, and approval processes. - Collaborate with engineering practice directors to create specialized SOW/PSA templates for Trace3 service offerings requiring little to no customization of scope. - Provide regular and proactive communication throughout SOW development and escalate with appropriate stakeholders to deliver within established service level agreements (SLA), and/or Client requested deadline. - Follow established process documentation, formatting guidelines and applicable instructions by utilizing relevant document templates custom to a client, service offering, and/or contract type. - Maintain standardized language and documentation practices that allow for consistent development and execution of services agreements. - Lead creative and productive collaboration while applying best judgement to ensure both Trace3 standards and client requirements are balanced. - Edit documents to verify accuracy, consistency, grammar, and format. - Actively prioritize workload to ensure production and delivery of quality, professional documents that meet or exceed customer requirements is consistent. - Support the goals of the Client Experience organization as needed. - May perform other duties as assigned by supervisor. Qualifications & Interests: - B.S. or B.A. degree from an accredited university, or equivalent experience. - A minimum of two years of statement of work writing in a technical environment. - Working knowledge of IT Infrastructure with the ability to read, analyze and interpret scope and level of effort (LOE). - Experience working on multiple projects and platforms at a time. - Experience working in a professional services environment is a plus. - Consistent high attention to detail. - Able to maintain composure in high demand, high volume, complex scenarios - Strong interpersonal skills to work effectively with various stakeholders (employees, vendors, and clients). - Strong communication and collaboration skills (verbal and written) while working with all levels of management in obtaining consensus on project requirements and deliverables. - Ability to express technical concepts in clear and concise terms appropriate for the intended audience. - Excellent time management and organizational skills. - High degree of creativity and problem-solving ability. - Proficiency in Microsoft Office Word, Excel, PowerPoint, etc. Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary. Estimated Pay Range $65,800—$86,000 USD The Perks - Comprehensive medical, dental and vision plans for you and your dependents - 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability - Competitive Compensation - Training and development programs - Major offices stocked with snacks and beverages - Collaborative and cool culture - Work-life balance and generous paid time off Our Commitment At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do. We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture. As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law. Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all. If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com. ***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.

• Provide end-to-end technical support for Zscaler products, troubleshooting complex security and networking issues with strong case ownership • Triage problems by gathering technical details, reviewing logs, and isolating root causes across SSL/TLS, DNS, SAML, and TCP/IP flows • Collect and analyze diagnostic artifacts, including packet captures and HAR traces, to identify misconfigurations or environmental factors • Partner with Engineering and senior resources to reproduce issues, share findings, and validate defect resolutions • Drive operational excellence by adhering to SLAs, maintaining high case hygiene, and documenting resolutions to improve team efficiency

• Support day-to-day Workday HCM requests, including troubleshooting configuration and business process issues • Assist with testing, documentation, and deployment of Workday changes and releases • Help maintain data integrity through audits, analysis, and issue resolution • Create and maintain job aids, documentation, and training materials • Support training for HR Analysts on new processes and system updates • Stay current on Workday releases and support impact assessments for the organization