• Deliver comprehensive technical support via helpdesk, telephone, email and secure remote access tools. • Perform software installation configuration and ongoing support across a diverse global customer environment. • Support global iTS regions when required, maintaining consistent standards and collaborating closely with the wider European support team. • Assist with technical and functional presales queries. • Occasionally travel to customer sites in the DACH region to perform onsite installations and deliver technical training. • Document support cases, installation activities, and technical findings accurately within internal systems, contributing to the knowledge base and continuous product improvement. • Replicate and diagnose customer issues in internal virtual test environments , escalating complex issues to vendors when necessary. • Deliver internal and external training, demonstrations, webinars, workshops, and technical enablement sessions as needed.

• Resolve escalated support tickets across NeuroFlow's product portfolio, navigating product-specific technical nuances including EHR integrations, data workflows, and platform configurations • Diagnose and troubleshoot advanced technical issues spanning software configurations, • API integrations, SSO implementations, and user-reported defects • Maintain 98%+ first response SLA compliance (8-hour target) while managing competing priorities across product lines • Triage and route issues to appropriate engineering teams, translating customer problems into actionable technical requirements • Partner with engineering to reproduce, document, and validate defect fixes • Participate in defect triage meetings, advocating for customer impact and priority • Surface recurring technical issues and customer friction points to inform product roadmap • Create and maintain multi-product knowledge base articles to drive user adoption and self-enablement • Document product-specific technical patterns and common resolution paths to reduce repetitive escalations • Track and analyze support trends to identify systemic issues requiring engineering attention • Translate complex technical concepts into accessible language for non-technical audiences • Manage customer expectations during extended troubleshooting or engineering escalations • Educate customers on technical best practices to prevent recurring issues.

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.” Why join us? - An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 11 years) and Employee Recommended award by the Globe & Mail (past 6 years) - Competitive pay and discretionary or incentive bonus eligible - Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few - Promote from within culture Why join this team? - This position has the opportunity to interface with and have a positive impact on multiple areas of Wintrust's business - We hold ourselves accountable to high standards, share wins, operate ethically, and have fun Position Overview The Support Analyst provides support, remotely, over the phone, onsite, or via email. They provide technical guidance to customers in response to service requests and accurately document technical issues to facilitate diagnostics and prompt solution. They also manage tickets in the support queue to ensure customers are kept up-to-date and tickets are escalated appropriately. What You’ll Do - Respond to service request queue items and resolve daily service and support requests - Adheres to established service level agreements - Thoroughly documents work performed in ticketing system - Installs, configures, troubleshoots, and repairs desktop and laptop computer systems, peripheral equipment and mobile devices - Follows process documentation and checklists to ensure standardization of work; proactively recommends documentations changes if necessary - Completes project tasks as assigned; meets project dates; schedules installations/upgrades and provides system maintenance in accordance with IT procedures; works on site specific department projects and/or sub-projects Qualifications - Associate’s Degree or equivalent work experience - 0-3 years of desktop support or related work experience - Basic experience working in an Active Directory environment - Proficiency with use of handheld wireless/cellular devices - Basic understanding of Microsoft and Apple PC operating systems also comfortable with contacting third parties for support Benefits Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long-term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance Compensation The estimated salary range for this role is $42.000.00 - $55,000.00, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills and experience. #LI-JB1 #LI-Hybrid From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

Role Description Our client is seeking an experienced Senior Partner Support Engineer to provide advanced technical support to high‑value integration partners and API developers. In this role, you will: - Troubleshoot complex API and platform issues. - Manage high‑priority incidents under SLA. - Serve as the technical liaison between partners and internal engineering teams. - Play a critical role in ensuring smooth integrations and exceptional partner experience. Qualifications - Bachelor's degree in Computer Science, Software Engineering, or equivalent hands‑on experience. - 5+ years supporting customers or partners in a complex SaaS or platform environment. - Experience acting as the primary technical contact for high‑value or embedded partners. - Proficiency debugging in at least two modern languages (e.g., Java, JavaScript/Node.js, Python, C#, Kotlin, Swift). - Strong experience with REST APIs, JSON, XML, SSO (SAML/OAuth/OIDC), and web service protocols. - Demonstrated ability to manage high‑priority incidents under SLA and participate in on‑call rotations. - Proven track record driving bug fixes from initial debug through engineering delivery. - Experience coordinating technical projects across multiple teams or organizations. - Excellent analytical, troubleshooting, and written communication skills for both technical and non‑technical audiences. Requirements - Provide senior‑level technical support to embedded partners across multiple communication channels (support queue, meetings, phone, in‑app, status pages). - Troubleshoot and debug REST APIs, SSO/identity flows, MDM integrations, and platform‑to‑platform data exchanges. - Reproduce issues, analyze logs, triage defects, and drive bug fixes through engineering teams using agile processes. - Manage high‑priority incidents within SLA, including participation in an on‑call rotation. - Support API developers building integrations with the platform, offering guidance on best practices and implementation patterns. - Coordinate cross‑functional technical projects involving Engineering, Product, Customer Success, and Partner Management. - Deliver clear partner‑facing communication, including status updates, rollout plans, and post‑incident summaries. - Contribute to process improvements, documentation, and scalable support practices for partner integrations. Benefits - No Visa Sponsorship. - Contract Duration: 6 months | W2. - Location: Remote (U.S. Based). - Work Schedule: 5AM–2PM PT with one-week 24/7 on call per month.