This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Technical Support Specialist to join our amazing culture. In this role, you will be responsible for: - Installing, programming, system start-up/check-out, certification, and related customer training on assigned projects. - Delivering projects effectively and within budgeted cost and time schedules. - Acting as a key interface for technical support with the customer to maximize customer satisfaction. As a Technical Support Specialist, you are a part of a dynamic team that allows you to grow as Convergint grows. Qualifications - Strong customer focus and ability to work under pressure. - Solid technical skills and experience related to electronic security systems. - Solid programming skills and proven ability to troubleshoot problems and look for solutions. - Must be a self-starter and work well without direct supervision. - Strong verbal, written and interpersonal communication skills. - Solid organizational skills and the ability to handle multiple projects simultaneously. - Advanced computer skills including familiarity with MS Office applications (Outlook, Word, Excel) and proficient in other relevant applications. - Good skills with Spreadsheets and Data management. - Good networking skills. - Working knowledge of physical security and door hardware. - Understanding of relay and relay logic. Requirements - Education: High School/GED or equivalent experience. - Minimum Experience: 2+ years of previous, related field experience. - Preferred Experience: Experience in one or more of the following industries: electronic security, fire alarm & life safety, and/or building automation. Benefits - 10 Company Holidays and Paid Time Off starting at 13 days annually. - Fun & Laughter Day Off. - Medical, Dental & Vision Plan. - Life insurance & Disability Plan. - Wellness Program. - 401K Matching Plan. - Colleague Assistance Program. - Tuition reimbursement. - Competitive salary and compensation plan. - Vehicle reimbursement plan or company vehicle. - Corporate Social Responsibility Day. - Cell phone reimbursement (if applicable). - Paid parental leave.

OEC provides software solutions to those who work in the automotive parts and repair industry. Our solutions make it easier for automotive industry professionals to buy and sell parts, conduct repair research & planning, optimize estimates, improve the parts supply chain, and more. OEC partners with many of the world’s largest manufacturers, dealers and suppliers, shops and repairers, and service providers, giving our customers access to a comprehensive network and a streamlined workflow. Job Summary Provides technical assistance and customer support through phone and email. Resolves product and system issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources. Key Responsibilities 1. Serves as the first point of contact for customers seeking technical assistance over the phone or email. 2. Performs remote troubleshooting through diagnostic techniques and pertinent questions. 3. Serves as a technical subject matter expert to internal and external customers. 4. Installs data uploading and integration tools through remote access of customers computer (EUT/Data pumps). 5. Walks customers through the problem-solving process. 6. Directs unresolved issues through the escalation process, including providing status updates to customers. 7. Participates in project assignments including product launch support, identifying workflow efficiencies and revenue retention initiatives Education Requires a high school diploma or GED (General Educational Development). Experience Requires a minimum of one (1) year of educational training or work experience in the fields of computer information systems or technical support. Must also be able to demonstrate the following skills and abilities: · Moderate experience with Microsoft Outlook and Excel. · Comfort working with computers (making changes in system folders, remote accessing customer computers and product troubleshooting). · Effective communication and interpersonal skills. · Ability to input customer information into a CRM (Customer Relationship Management) system. · Attention to detail when interacting with customer data and systems. Special Position Requirements · 100% remote (requires reliable internet access with a secure work environment). · Must be available to work company holidays if requested. What makes working at OEC awesome? It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry. OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.

• Investigate customer-reported issues across product workflows, integrations, and configurations • Reproduce bugs in staging or production environments • Read logs, inspect system behavior, and identify likely root causes • Escalate issues to engineering with high-quality context • Work closely with engineers to resolve issues • Maintain troubleshooting guides, internal runbooks, and customer-facing documentation • Take ownership of problems end-to-end

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re looking for a Technical Support Engineer with Tier 3 experience to join our global team. In this role, you’ll work directly with enterprise customers to resolve their most critical technical issues, ensure successful adoption of Apiiro and act as a trusted technical advisor. - Own complex cases end-to-end and collaborate closely with R&D and product teams - Engage directly with customers, giving you greater impact, visibility and ownership - Help shape the success of customer implementations Qualifications - 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms - Tier 3-level troubleshooting skills across various technologies - Excellent customer communication skills: able to explain complex technical issues in plain language - Self-motivated, comfortable in a remote-first environment and able to collaborate across time zones Requirements - Experience with source control systems (GitHub, GitLab, Bitbucket) - Knowledge of APIs (REST/GraphQL, authentication, integrations) - Familiarity with cloud platforms (AWS and GCP required; Azure a plus) - Experience with monitoring & observability tools (Grafana or similar) - Understanding of operating systems (Linux/Windows) - Experience with containers & orchestration (Docker, Kubernetes) - Knowledge of CI/CD pipelines (Jenkins, GitHub Actions, GitLab, Azure DevOps) - Experience with databases (PostgreSQL/MySQL) - Scripting skills (Python, Bash, or PowerShell) for diagnostics and automation What You Will Do - Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution - Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations - Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket - Work with Grafana dashboards and monitoring tools to diagnose system and integration problems - Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements - Provide clear, proactive communication with customers, managing expectations during high-impact issues - Share knowledge through documentation, runbooks and training sessions to empower customers and teammates - Advocate for customers internally, ensuring their needs influence product priorities and enhancements What We Stand For at Apiiro - OneTeam, One Mission: we’re all in it together—tearing down walls, listening to every voice, and working as one to create real value for our customers - Striving for Greatness: drives us to keep pushing forward, aiming higher, and staying resilient. We don’t believe in “good enough” - Own It: we take pride in what we do. We’re all about accountability, trust, and transparency, so we’re empowered to make a real impact - Customer Centric: our customers are at the heart of everything. We go beyond just meeting their needs; we build solutions that truly make a difference