• Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution. • Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud. • Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary. • Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions. • Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value. • Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods. • Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment. • Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies. • Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality. • Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community. • Mentor team members through collaborative troubleshooting frameworks such as the Swarming model. • Communicate complex technical concepts clearly to both technical and non-technical stakeholders.

Title: Software Engineer II Location: Mason United States Job Description: Software Engineer II for Intelligrated Systems, LLC in Mason, OH Responsibilities: - Provide timely remote technical support to our external and internal customers for their Honeywell Intelligrated material handling systems. - Troubleshoot electrical mechanical components using electrical drawing and systems manuals, as well as debugging the control systems and databases running on PLC's and servers. - Utilize sound troubleshooting techniques, strong communications skills, both verbal and written, and a customer service focus. - Document the steps followed to resolve the incident and create relevant knowledge base articles after the fact. - Perform root cause analysis for high severity incidents where metrics dictate. YOU MUST HAVE: - Qualified applicants must have a Bachelor's degree or foreign equivalent in Science, Technology Engineering, Math, or a related field, and 5 years of experience in software development. - Must have 3 years of experience with the following: Debugging C, C++, C# Code; Databases; Linux, QNX, and windows operating systems; Jira and confluence; Automated Material Handling or Automation industries. - Up to 5% domestic travel required. - Telecommuting permitted up to 2 days per week. ADDITIONAL INFORMATION: - Location: Mason, OH - 40 hours/week - Employee Referral Fee: $1500 - If offered employment must have legal right to work in U.S. EOE.

• Support operational and technical activities while reporting to the Operations Manager • Analyze, design, and implement process improvements using data and technology • Evaluate current processes, identify gaps, and deliver scalable solutions • Provide hands-on IT and programming support as needed • Communicate technical processes (data transfers, systems, phone/voice platforms) clearly • Contribute to the development and improvement of technology products and applications • Support TPL (Third Party Liability) operational practices • Lead cross-functional initiatives and ensure alignment with business strategy • Develop metrics, perform root cause analysis, and track performance improvements • Act as a liaison across teams for process improvement and systems integration • Deliver presentations, training, and updates to stakeholders • Assess risks, timelines, and costs for transformation initiatives

Description About the Role A Level 2 Support Technician assists Level 1 technicians in solving basic technological problems and investigates elevated issues by confirming the validity of the problem and looking for known solutions related to these more complex issues. The tech determines whether the problem is a new issue or an existing one. Advanced diagnostic tools, issue reproduction, and data analysis may be done at this point. This Solutions Engineer will focus on the Japan region, and is required to be fluent in English and Japanese. Location - Flexible, remote in Texas, Florida, or CA What You'll be Doing - Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer - Prioritize the troubleshooting process and properly manage time - Ensure policy, organization, and device configuration were verified by L1 - Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc. - Verify accurate integration configuration - Gather all information needed for cases of bug escalation as provided by customer - Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc. - If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem - If there is not solution, as it's an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket - Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope) - Prompt, accurate follow-up to tickets and support calls - Ability to flourish under limited supervision - Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases - Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.) - Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles) About You - Associate's degree in Computer Science and/or equivalent work experience - Must be fluent in Japanese and English - At least 2 years' experience in a customer service/support related position - Proficient in Windows (Windows registry, services, etc.), working knowledge of MacOS, and general understanding of Linux distributions a plus - Must be fluent in Windows troubleshooting - Fluency in Mac troubleshooting a plus - Experience with Linux troubleshooting desired - Previous experience with Zendesk a plus! - Excellent oral and verbal communication skills a must! - Able to exercise good judgment of priority based on customer impact - Adaptable to new technologies and processes - Strong interpersonal skills so as to be able to work in a team-oriented environment - Understanding of any virtualization platform, basic networking - Previous experience with RMM software helpful, but not required - A good sense of humor About us NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years. What You'll Love We are a collaborative, kind, and curious community. We honor your flexibility needs with full-time work that is hybrid remote. We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance. We help you prepare for your financial future with our 401(k) plan. We prioritize your work-life balance with our unlimited PTO. We reward your work with opportunities for growth and advancement. Additional Information This position is NOT eligible for Visa sponsorship. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO. For roles based in California, Colorado, or Washington the base salary hiring range for this position is $70,000 to $80,000 per year. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment. #LI-SC1 #LI-Remote #BI-Remote