VisibleThread is seeking a highly motivated and experienced IT Support Contractor to focus on the deployment, operations, and customer support of our solutions within highly secure, compliant cloud environments. This critical, customer-facing role will specialize in our private cloud and AWS GovCloud deployments, which are specifically designed to handle Controlled Unclassified Information (CUI). The ideal candidate has a strong background in IT support, cloud infrastructure (especially AWS), and a solid understanding of government compliance frameworks (e.g., NIST SP 800-171, CMMC). Key Responsibilities 1. Cloud Deployment and Operations Support - Deployment: Assist customers and internal teams with the technical deployment and configuration of VisibleThread solutions within their private cloud and secure AWS/Cloud Enclave environments. - Infrastructure Troubleshooting: Provide Tier 2/3 operational support for cloud-hosted environments, focusing on the underlying infrastructure, including virtual machines (Linux), networking (VPC, security groups, routing), security (WAF) and storage. - Monitoring and Maintenance: Monitor system health, performance, and security posture of deployed instances, performing routine maintenance, patching, and upgrades in coordination with customer schedules. - Automation: Utilize Infrastrucutre As Code tools and scripting to streamline deployment and recurring maintenance tasks. 2. Customer and Technical Support - Incident Resolution: Serve as a primary technical point of contact for customer support tickets related to cloud deployment, application access, performance, and security settings. - Customer Guidance: Provide clear, professional, and compliant guidance to customers on best practices for operating VisibleThread in their secure, CUI-handling environments. - Documentation: Create and maintain comprehensive technical documentation, knowledge base articles, and runbooks for common deployment scenarios, troubleshooting steps, and security compliance procedures. - Escalation: Collaborate closely with VisibleThread's Engineering and Customer Success teams to ensure complex issues are resolved quickly and effectively. 3. Security and Compliance - CUI/Security Focus: Ensure all support and deployment activities strictly adhere to security policies and compliance requirements associated with handling CUI data (e.g., access control, encryption standards, logging). - Access Management: Administer and troubleshoot user access, identity management (e.g., Active Directory/Azure AD integration), and security protocols within the customer's cloud instance. - Audit Support: Assist customers in preparing for compliance audits by providing data and evidence related to the security posture and configuration of the VisibleThread deployment.

What's the role?As the Senior Technical Support Engineer you are an experienced support engineer with a pre-sales/post sales mindset, and ensures that the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. You will ensure customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal HERE departments. You have strong customer focus, establish close relationships with the Customer, product management and sales, and are a subject matter expert of the broad range of HERE products and services. Your main responsibilities include: - Analyzing tests and debugging software issues reported by customers - Addressing issues in a systematic approach coordinating across teams and stakeholders to ensure alignment on criticality with a “single source of truth”, timely executive visibility and reporting, have lessons learned built into actionable follow-up plans - Working on technical consulting assignments for/with the customer - Working with sales to complete RFQs and translating customer needs into requirements, products, and solutions - Providing direct technical expertise for opportunities in one or multiple domains of knowledge - Providing feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer) - Participating in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise Who are you?You are a strong candidate for this role if you possess the following skills, competencies, and work experience - Graduate degree in Computer Science, Engineering, or related fields - 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles - Strong experience in software development in Java and/or Python. Experience in SQL, ArcGIS, or Oracle DBMS is desirable - Automotive industry experience and/or mobile application development experience (iOS or Android) will be an advantage - Exposure to Unix/Linux and experience in AWS ( or any other Cloud Ecosystem) - Comfortable with CI/CD processes and tools such as Git, Gerrit, Jenkins. - Excellent communication skills in English and Japanese (Written and Spoken) - Well developed analytical skills and problem-solving mind set HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. Who are we?HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely. At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.

About Nooks.ai: Nooks is the AI Sales Assistant Platform (ASAP) that automates the busywork so reps can focus on the human part of selling and generate more sales pipeline. Nooks has helped thousands of sales reps hit quota, saved customers hundreds of thousands of hours, and powered hundreds of millions of dollars in pipeline. Nooks is loved by sales teams at companies like Hubspot, Rippling, and hundreds more. We’re a team of high performers raising over $70M from top VCs, including Kleiner Perkins, which made its first sales-tech investment in over 10 years by investing in Nooks. Over the past two years, we’ve grown ARR by 4x and then 3x, and we plan to 3x it again this year. For more information, visit Nooks.ai. The role Our skilled Technical Support team plays a crucial role in delivering an exceptional user experience. We’re dedicated to helping users get the most value from Nooks, ensuring they’re delighted with their overall product experience. As a Technical Support Engineer, you’ll leverage your technical expertise and problem-solving skills to deliver exceptional support, solving immediate issues while proactively identifying and addressing underlying trends to prevent future roadblocks. This role is ideal for someone who thrives in a fast-paced environment with a rapidly changing product, loves helping users succeed, and brings a curious, solution-oriented mindset to every interaction. As an early member of our team, you’ll play a pivotal role in shaping our support operations—developing and refining processes, implementing tools, and building a robust knowledge base that sets the foundation for scalable success. This is a remote role supporting PST customers. It is preferred that this person is in PST. Responsibilities - Customer excellence: Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience. - Technical expertise: Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed. - Meet KPIs for Support: Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores. - Proactively solve problems & advocate for customers: Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions and drive continuous improvement. - Establish cross-functional relationships: Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience. - Support, teach, and build knowledge: Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries Required Experience - 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms. - Demonstrated success providing support through Slack, live chat channels, and email. - Proficient in real-time troubleshooting, including video conferencing and remote access. - Excellent written and verbal communication skills. - Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup. - Proven ability to work independently and manage multiple tasks efficiently. Preferred Experience - Familiarity with API troubleshooting and/or tools such as Postman. - Technical experience with tools such as Salesforce, HubSpot, Outreach, Salesloft, etc. - Experience in Windows or Mac administration. - Experience of telephony, VoIP, and network troubleshooting. - Experience writing/editing customer-facing Help Center articles. Equal Employment Opportunity Statement Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market. Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf. At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. About the Opportunity As an Associate Channel Support Engineer at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers’ specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We don’t expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our vision. How You'll Make an Impact: - Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses. - Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira. - Troubleshoot technical issues and escalate to senior team members as needed. - Develop technical solutions to help our customers win the digital shelf. - Perform a thorough quality assurance process to ensure the completeness of solutions. - Represent the support team while working multi-functionally with other groups. - Document processes and procedures and assist in training new team members. You'll Enjoy This Role If You Have: - You have 1+ years of experience in customer-facing, problem-solving technical support positions. - You have a working knowledge of programming languages and technologies like Ruby/Python, Regular Expressions, Git/GitHub, CLI/Shell, VS Code, etc. - You have deep technical, analytical, and problem-solving skills. - You are organized, detail-oriented, and diligent. - You have an appetite for knowledge and a desire to guide others - we care more about your ability to learn than pre-existing knowledge. - You have a history of dedication and are known among your peers as the go-to person for help. - You are motivated to be a self-starter and individual performer, contributing to overall team efficiency and collaboration. - You raise opportunities for process improvements and show a willingness to be part of the solution. - You have experience with standard support tools like Salesforce, Jira (or similar). - Fluent in English. - You can clearly and thoughtfully explain new technical concepts to a wide variety of personas. - You have advanced Excel skills - you’re comfortable transforming data, manipulating various data types, and analyzing data sets. - Knowledge of the challenges brands and retailers face in the e-commerce industry today. #LI-IA1 #LI-Remote At Salsify, we maintain 3 core principles as part of our Compensation Philosophy: - We pay market rates, which are competitive and equitable - We pay based on performance and proficiency, not tenure - We adjust proactively; when the market moves, we do too The posted compensation range reflects the base salary for this position. In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive. All Salsify employees receive equity in the form of stock options. All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, PTO, and more. Offers to join Salsify are based on a few criteria, including the scope of the role, the candidate’s work experience, targeted skills, internal equity of the team, and external market data. National Pay Range €23.800—€28.000 EUR Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on-the-job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you! A member of Talent 'talent@salsify.com' will be reaching out about next steps if we would like to move forward. Salsify’s mission is to empower brand manufacturers to win on the digital shelf. Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards. We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal) and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you! As part of the hiring process, we may be conducting reference checks with your provided contacts. Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application. An Inclusive Place To Work Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Accommodations Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact cx@salsify.com. We take your security seriously. When applying for a position with us, please be aware of the following: Official Communication Channels All legitimate communications from our team, including interview requests and job offers, will only come from an email address ending in @salsify.com. We will never use generic email addresses (like Gmail or Yahoo) or ask you to communicate through unofficial channels. Verify Job Postings Always verify the legitimacy of any Salsify job posting by checking our official website's careers page. If a position is not listed there, it is not a genuine Salsify opening. Secure Application Process We use secure applicant tracking systems and encrypted communication channels to protect your sensitive information and documents throughout the application process. No Payments Ever Required Legitimate employers, including Salsify, will never ask for upfront payments for applications, training, or equipment. Any request for payment is a clear sign of a scam. Personal Information Requests Sensitive personal information, such as bank details or social security numbers, will only be requested after a formal job offer has been made and exclusively through secure, verified channels.By being aware of these protocols, you can help us ensure a safe and secure application experience.