• Act as on-site primary technical point of contact for Calix Customer Success Support within this strategic account • Ensure effective and timely communication between the customer and the Calix extended teams • Maintain both internal and external action item registers for major initiatives as well as operational issues within these accounts • Drive internal cross-functional Calix teams to address issues in a timely manner • Ensure Calix products are ready for deployment projects and planning projects according to new feature release cycles. • Support Customer on the deployment of Calix products within their network. • Take a proactive approach to identify and anticipate technical problems and establish communication channels, mitigating strategies to help Customer with its business continuity. • Provide troubleshooting and support as the subject matter expert in Calix technologies. • Diagnosing non-operational behavior and driving software resolutions with the Calix development team. • Collaborate with customer, internal and 3rd party stakeholders (technical and non-technical), leading discussions, technical whiteboard sessions, and the creation and delivery of executive level presentations. • Collaborating on design and integration planning sessions. • Facilitating communication regarding technical support cases, bug cases, and release notes for technical planning regarding Calix software and solutions. • Manage Calix internal teams on Root Cause Analysis (RCA) and effectively communicate and drive closure with Customer stakeholders. • Provide technical input to the Technical Account Manager for quarterly business reports - detailing technical support cases statuses, trends, performance of Calix Technical Support, best practice reviews, and opportunities for innovation and improvements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Tier 2 Technical Support Specialist, you’ll be the go-to guru for escalated technical issues, helping our clients navigate the ever-evolving IT landscape. Your day-to-day will include: - Troubleshooting and resolving escalated tickets with expertise and efficiency. - Supporting and maintaining environments running Microsoft 365, VMware, Veeam, VDIs, Mimecast, CATO, etc. - Assisting with networking, cloud solutions, and security best practices. - Providing top-notch customer service—because IT support is more than just fixing problems; it’s about making people’s lives easier! - Collaborating with our Tier 1 team and mentoring junior techs. - Identifying recurring issues and implementing proactive solutions. Qualifications - 2+ years of IT support experience in an MSP or similar environment. - Strong knowledge of Windows Server, Active Directory, M365 administration, and virtualization (VMware/VDIs). - Experience with backup and disaster recovery solutions like Veeam and/or Zerto. - Networking know-how, including firewalls, SD-WAN (CATO), and monitoring tools (Auvik). - A knack for troubleshooting, problem-solving, and thinking on your feet. - Excellent communication skills—tech talk is great, but making it understandable to clients is even better! - The ability to work independently and as part of a fun, dynamic team. Requirements - Bonus Points For: - Experience with NinjaOne, Auvik, and Halo. - Certifications such as Microsoft, VMware, or CompTIA Network+/Security+. - Previous experience working with credit unions or financial institutions. Benefits - A collaborative and friendly team that supports each other. - Opportunities for growth, training, and certification support. - Flexible work environment with a mix of remote and on-site support. - Competitive salary, great benefits, and the chance to work with cutting-edge technology. Company Description We’re a growing Managed Services Provider (MSP) that specializes in supporting credit unions with their IT needs. Our mission? To keep their technology running smoothly, securely, and efficiently—so they can focus on serving their members. We’re all about teamwork, innovation, and having fun while doing what we love.

• Investigate and resolve technical issues raised by the Customer Success team through support tickets and product bugs. • Take ownership of fixing bugs and issues from the root cause, not just applying temporary workarounds. • Analyze patterns in support tickets to identify recurring problems and systemic weaknesses. • Design and implement backend solutions as needed to permanently resolve issues. • Work with APIs, workflows, and internal systems to diagnose failures and improve reliability. • Actively manage and coordinate stakeholders across Product, Customer Customer Success, Fincore, and Infrastructure to drive issues to resolution, align priorities, and ensure follow-through. • Improve internal tooling, workflows, or integrations that support Customer Success operations. • Document root causes, fixes, and learnings to reduce regressions and strengthen shared technical knowledge.

• Investigate and resolve reported issues from FoodChain ID Customers • Log, prioritise and keep issues up to date on the issues tracking system (FreshService) • Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible • Research issues and interrogate support materials and documentation to source solutions • Escalate issues to team leaders and management as appropriate • Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers • Ensure customer success through the FCID Recipes & Specification system • Log bugs with Development and manage customer expectations regarding delivery of fixes • Perform customer call backs and monitor calls through to resolution • Actively manage customer satisfaction and provide timely updates on call progress • Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls • Assist in the smooth migration of current on-premise customers to use the HG Cloud System. • Carry out supplier account creation and administration ensuring the process is managed and runs smoothly. • Carry out deep dive into data related issues, having experience of querying databases and ensuring best practice around resolution of data issues.