• Provide quality implementations, upgrades, and support for Franciscan Alliance applications • Formulate/define system scope and objectives • Devise and modify procedures to solve complex problems • Test, debug, and document program solutions • Provide on-going troubleshooting for application issues • Participate in system optimization and new installs • Assist with needs assessments and impacts analysis • Support the technical architecture, data movement, and file transfer tools • Document application build and standards • Monitor application server health • Maintain system tables, profiles, and other application parameters • Provide on-call support, including after-hours support • Participate in implementation and builds of applications • Support systems by troubleshooting and repairing customer-reported problems • Work with on-premise vendors and Application Business Analysts

• As a Windows Support Engineer, you'll be on the front lines, ensuring our clients' technology runs flawlessly. • Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems. • Own client communication, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome. • Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations with a calm, confident approach. • Contribute to a knowledge base that actually works, creating and refining documentation that empowers the entire team to succeed. • Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end. • Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward. • Lead by example, upholding our commitment to accountability, proactive service, and stellar customer support.

Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our core values drive us in our important mission of keeping people safe and informed: - We’re humans not robots - Customers always come first - We work better together - Simplicity is our strength - Our reputation is priceless - Hard work pays off As one of the fastest growing SaaS start-up companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand. Our Technical Support Engineer serves as a key technical resource to the Customer Support, Customer Success, and Implementation teams to ensure a seamless customer experience during onboarding and the entirety of the customer lifecycle. In addition, you will assist customers with any technical issues they encounter by troubleshooting and working with the Engineering team to remediate.   Who you are:    You are a highly motivated, organized team player who is passionate about both technology and customer service. You are a self-starter who enjoys a challenge, loves digging in and getting to the root of issues, and thrives in a fast-paced environment supporting fellow employees.  What you get to do every day:     - Act as level three technical support for Customer Success, troubleshooting and reproducing complex customer issues to identify root cause - Troubleshoot and debug web-based applications using browser developer tools, AI-assisted debugging tools, and internal logs - Build deep technical expertise across AlertMedia products and integrations; document and share knowledge through internal resources and training - Partner with Customer Success Managers and Engineering to support smooth onboarding and issue resolution - Manage customer expectations and build trusted relationships through clear, proactive communication - Collaborate with Engineering and Product as a voice of the customer, identifying bugs, trends, and product improvement opportunities - Continuously improve troubleshooting workflows by leveraging new tools and technologies, including AI-driven solutions - Contribute to AlertMedia’s culture, values, and mission What you bring to the role:     - Experience with Amazon Web Services (AWS) - Experience with REST APIs - Intermediate or higher SQL knowledge - 3 years + advanced experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution  - Experience with Python, Javascript, Bash or similar language a plus - Technical experience in an Enterprise SaaS company a plus  - Proficiency in leveraging AI tools (such as Claude Code, Codex or similar) to debug issues, analyze code, interpret error logs, and support efficient troubleshooting workflows - Working with Windows IT-related concepts, such as file system, registry and Active Directory a plus - Exceptional written and verbal communication skills  - Motivated by customer success and willingness to roll up sleeves to exceed customer expectations  - Strong listening skills with the ability to work with a variety of customer profiles     - The desire and ability to learn and be coached     - This position is not eligible for visa sponsorship  - Excellent communication skills Why you’ll love working at AlertMedia: At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other. - Competitive base salary + Company-wide bonus program  - Generous and flexible time off and parental leave policies  - Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!  - 401K with generous company match  - Amazing rewards and incentives – we love celebrating each other!  - Commitment to community service with opportunities to give back   - A Best Places to Work company 10 years in a row and numerous other awards  - Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails  - Ongoing career development opportunities through our Learning & Development team  - You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture About AlertMedia:  AlertMedia, backed by Vista Equity Partners, helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.  We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.    This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com     AlertMedia does not currently sponsor applicants for work visas.    By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/

• Supporting customers’ requests for technical support, primarily through incoming calls, portal requests, and email conversations, ensuring responsive service and first-time resolutions. • Troubleshooting and solving simple to highly complex hardware and software technical issues using a logical troubleshooting approach with attention to detail. • Collaborate with internal team members to escalate product issues. • Actively create and update knowledge base articles for internal and external uses. • Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions. • Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers.