Join our mission to provide governments with exceptional experiences so they can do the same for their communities! What do we do?💥 We empower governments to deliver exceptional citizen experiences. Check out our ‘About Us’ page for a deep dive into our product and what makes us exceptional. How will you help us make an impact? 👩‍💻👨‍💻 Clariti is investing in the next level of Customer Support, and we're looking for the leader to build it. This is a high-impact role for someone energized by growing programs, elevating teams, and delivering an exceptional customer experience. At Clariti, we believe customer support is a strategic differentiator, and this leader will be instrumental in delivering on that. You will step into a support function that has strong foundations and a quickly growing enterprise customer base, and take it to the next level. That means sharpening our premium support programs, building out our knowledge program, introducing AI into daily workflows, and scaling a support experience that our customers can count on. Our customers are government agencies running permitting, licensing, and code enforcement on our platform. They rely on us as an operational partner, not just a software vendor, and this leader will play a critical role in making that partnership feel exceptional at every touchpoint. You will report directly to the VP of Customer Experience, leading Support as part of a unified Customer Experience organization which encompasses Customer Success, Partnerships, and Enablement, and be well-positioned for growth as the function continues to scale. As a Senior Manager, Customer Support at Clariti, you’ll get to own: This role spans strategy, execution, and program leadership across the full support function: - Strategy, people management, and functional leadership (30%) - Tactical support, escalation ownership, and cross-functional coordination (40%) - Premium support program management and scaling (30%) Core Responsibilities Team Leadership & Talent Development - Lead, coach, and develop a team of Support Analysts across our Enterprise business, with a focus on continuous growth and high performance - Build a high-trust, high-accountability team culture where expectations are clear, feedback is timely, and growth paths are real - Hire and onboard new team members thoughtfully, raising the bar on technical depth and customer empathy with each addition - Invest in career development so that strong performers have the visibility and opportunities they need to grow alongside the company AI-Powered Support Operations - Own the AI strategy for the support function, including prompt engineering, tool selection, and agent design - Partner with Clariti’s internal AI squad to build and iterate on a support-facing AI agent that assists analysts on complex, multi-environment Salesforce investigations - Champion AI literacy within the support team, coaching analysts to use AI tools effectively while maintaining quality and accountability Escalation Management & Incident Response - Own the escalation framework from intake to resolution, ensuring critical issues are routed, resourced, and communicated with precision - Lead the response to high-visibility escalations personally when needed, acting as the calm, decisive voice for both the customer and the internal team - Drive post-incident reviews that produce durable process improvements, not just incident closure - Build and maintain cross-functional escalation paths with Product, Engineering, Professional Services, and Customer Success, ensuring every function knows its role and is ready to respond - Manage after-hours support coverage for major go-lives and production events, including premium customer deployments - Own program management for customer-impacting change, including required upgrades, feature sunsets, and Salesforce release impacts Premium Support - Own the premium support program for enterprise accounts, including SLA compliance, entitlement tracking, and proactive engagement - Ensure premium customers receive consistent, high-quality experiences, and that the team can articulate and demonstrate value - Design and scale the premium support offering as Clariti grows Knowledge Management & Self-Service - Lead the expansion of Clariti’s knowledge base, using AI-assisted article generation from historical case data to accelerate content creation at scale - Establish and sustain KCS (Knowledge-Centered Service) practices that make knowledge creation a natural part of every resolved case - Drive adoption of self-service content by customers, empowering them to find answers faster and reducing inbound case volume over time - Build onboarding documentation that enables new support analysts to ramp quickly on Clariti’s product and customer environments Data, Metrics & Reporting - Build and own the measurement infrastructure for the support function: queue management, time tracking, response SLAs, resolution times, CSAT, and backlog visibility - Build and present regular performance scorecards to leadership, translating data into actionable recommendations - Use data to identify trends and opportunities, and to make the case for investment in headcount, tooling, or process improvements Cross-Functional Partnership - Work closely with Professional Services to ensure clean handoffs when accounts transition to support, including full documentation of customer environments - Partner with Product and Engineering to escalate defects, advocate for customer-driven feature priorities, and accelerate bug resolution - Collaborate with Customer Success to provide a unified, cohesive experience for customers navigating both success and support interactions - Develop the support programs and frameworks needed to serve our external partner ecosystem, including Implementation Partners and Technology Partners, ensuring joint approaches are in place where shared ownership is required for customer success Who You Are You are a builder and a multiplier. You are energized by the opportunity to grow something, to take a strong team and make it exceptional, to introduce tools and practices that raise the ceiling for everyone. You have done this before: scaled a support function through a period of growth, introduced AI into day-to-day operations, and earned the trust of both customers and cross-functional partners in the process. You understand AI not as a buzzword but as a practical capability you have already deployed in support operations. You know which use cases deliver real ROI, and you are capable of evaluating tools, prompting effectively, and building lightweight workflows without waiting for an engineer to do it for you. You are a strong people leader with the range to develop talent at every stage and the clarity to set expectations that stick. You give feedback early, invest in growth, and create an environment where the team is proud of the work they do. You are comfortable with complexity. Clariti’s product runs across government agencies with varied configurations, customizations, and high operational stakes. You need to be technical enough to understand what your team is dealing with and to represent it credibly to engineers and product managers. Requirements - 5+ years in a post-sale technical leadership role at a SaaS company (Customer Support, Technical Support, or similar), including managing teams through periods of high growth or significant change - 5+ years of experience supporting an Enterprise SaaS platform with complex, highly configured customer environments - 3+ years of direct experience in incident response or escalation management leadership - Demonstrated experience using AI tools in support operations, whether deploying AI agents, building prompt workflows, evaluating support platforms’ native AI, or integrating LLMs into support toolchains - Hands-on experience implementing KCS methodologies and building knowledge management programs - Proven ability to build and run a metrics-driven support operation: queue management, SLA design, CSAT measurement, and executive reporting - Experience managing premium or tiered support programs for enterprise customers - Track record of developing support talent, including navigating difficult performance situations with both fairness and resolve - Experience managing escalations at scale across global resources, and coordinating cross-functional response involving Sales, CS, PS, Engineering, and Product - Comfort presenting to technical and non-technical audiences Nice to Have - Background in government technology, permitting, or public sector SaaS - Hands-on Salesforce experience, especially in an OEM, ISV, or Service Cloud support setting — Clariti's Enterprise product is built natively on the Salesforce platform, and familiarity with that environment will help you onboard quickly and lead the team with confidence from day one - Direct experience with support platform implementation and ongoing administration, with a preference for Salesforce Service Cloud and Zendesk What’s in it for you?🫵 We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy! * 💰 The base salary range for this role is expected to be between $126-135k CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. 💰 If you have questions about compensation as we move through the process, we’re happy to discuss further. *Benefits depend on employment type (full-time, part-time, contract, etc). Things to Note 📝 Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation. Travel- Although we operate as a remote company, all roles are expected to participate in occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year. Additional travel requirements specific to the role, if any, will be outlined in the job description. We're committed to building an inclusive culture where our team members take ownership over projects, tasks, and outcomes; bring a growth mindset to drive continuous learning and self-development; have the ability to communicate courageously in a direct but respectful way; and are customer-focused by keeping the customer at the heart of decision-making. It’s the diversity of our team that helps us make better decisions, by leveraging the diversity in thought & experience across to create impactful solutions as we explore new paths & challenges as we grow. We’re working to create a workplace and team that is as diverse as the communities we serve. We welcome and encourage candidates of all backgrounds to apply. Questions? We are here to help If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to hr@claritisoftware.com and we’ll be happy to support you.

Entertainment Partnerships Manager (Contract) About Bluesky Bluesky's vision is to make social more like the web itself. We're building a social media app, but beyond that, we've created a protocol that supports a broad ecosystem of applications and clients. Imagine a network of applications — from microblogging to photos to video to long-form writing — all interconnected and accessible with a shared identity. About the Role: Conversations and communities are moving to Bluesky, and we need someone to accelerate that shift. As Entertainment Partnerships Manager, you'll be the connective tissue between Bluesky and the outside world: building relationships with online communities to make sure they don't just show up on Bluesky but thrive here. You should be equally comfortable working with high-profile influencers as you are with grassroots fandoms, or sitting with our product engineers to shape how entertainment conversations work on the platform. You'll work closely with the partnerships lead and cross-functionally with growth and product teams to turn Bluesky into the place for real-time connection. You’ll also be the conduit between entertainment partners and the Bluesky team. This role demands taste—the ability to spot when a pain point reveals a platform-wide gap, when a feature request from one partner could transform how we serve all entertainment communities, and how to translate partner conversations into crisp product and growth priorities. Key Responsibilities: - Develop and manage relationships with key stakeholders in the entertainment-social space. - Grow our communities through programmatic activations during live events. - Own planning and execution for how Bluesky engages with major sporting events, across IRL and digital campaigns. - Collaborate cross-functionally. Work with product, marketing, and comms teams to translate partner insights into actionable recommendations. Advocate for community needs internally. - Track and report on performance. Define success metrics for partnerships, track your inputs and outputs, and report clearly on what's working. Your data will inform our priorities and resource allocation. - Leverage data to develop an engagement strategy that identifies opportunities to strengthen how we serve our community of creators You might be a good fit if you have: - 5+ years of experience in content partnerships, creator/talent management, or business development roles. - Have deep knowledge of the social content ecosystem. You have existing relationships and know how to build new ones quickly. - Have worked in high-velocity startup environments where you ship fast and iterate often. - Are fluent in social — you don’t just “manage partnerships,” you get the internet - Have a track record of leading campaigns that moved the needle on awareness, sentiment, and/or growth - Can operate autonomously, move fast, and deliver results in ambiguous or rapidly evolving spaces We're especially excited if you: - Are already familiar with Bluesky, AT Protocol, or the decentralized social landscape - You have experience with the commercial aspects of the content industry - You’ve worked directly in entertainment media, at a rightsholders, or at an agency - Can show us a portfolio of partnerships campaigns you’ve previously worked on Join our team and help shape the future of social!

• Own long-term LMP forecasts for power projects and power-to-heat projects; maintain Antora’s house view on power price trends, charging costs, and arbitrage value across priority markets. • Lead ELCC modeling across ISOs and own Antora’s position on capacity value for thermal storage—including how that value evolves as market rules and resource mixes change. • Develop and maintain views on ancillary services participation and value for Antora’s technology across market structures. • Build and maintain analytical models or manage external consultants or other internal team members to build models that inform project valuation, deal structuring, and product design; This includes production cost models, capacity expansion models, and ELCC models. • Develop market participation strategies across ISOs: capacity accreditation, ancillary services qualification, energy market positioning. • Track and model the implications of changes to energy, capacity, and ancillary services market rules across priority ISOs. • Identify and prioritize prospective projects and interconnection positions based on market fundamentals and Antora’s competitive positioning. • Inform Antora’s battery product design and requirements to maximize market value—translating market signals into what we should build and how we should operate. • Represent Antora’s views internally and externally on capacity value, energy value, and technology economics to data center operators, utilities, and project financiers. • Represent Antora’s views internally and externally on charging costs and energy economics for power-to-heat projects to project financiers and industrial customers. • Build and maintain the modeling guidance and benchmarking toolkit that helps external stakeholders model thermal storage correctly. • Equip the origination team with market-specific analytics, models, and competitive positioning. • Direct data scientist and software engineer peers: set priorities, define what to build, and identify where automation and tooling eliminate manual analysis. • Manage relationships with forecast vendors, power market consultants, and third-party study collaborators. • Codify market rules, modeling guidance, and analytical heuristics into structured, reusable knowledge that makes the team’s expertise durable and scalable.

About Surefire Cyber Surefire Cyber is redefining the incident response model by delivering a swifter, stronger response to cyber incidents such as ransomware, email compromise, malware, data theft, and other threats. Our client-centric approach reduces stress and provides clients the confidence needed to prepare, respond, and recover from cyber incidents – and fortify their cyber resilience after an event. Surefire Cyber’s approach and delivery are designed by industry veterans who have worked shoulder-to­shoulder with law firms, insurance carriers, brokers, law enforcement, and impacted organizations in responding to cyber incidents. We are marshaling this experience to address the industry’s persistent challenges of efficiency, predictability, and transparency Job Title: Principal Engagement Lead-Digital Forensic and Incident Response (DFIR) Location: Remote, USA Role: Full time / Exempt Compensation: $130k-$165K What Makes You Stand Out You are a seasoned cybersecurity professional with a strong background in digital forensics and incident response (DFIR), and incident management. You thrive in a dynamic and client-focused consulting environment, where you can tackle complex cybersecurity challenges. You are skilled at mitigating risks and making well-informed decisions, even in high-pressure scenarios. You have a demonstrated ability to manage multiple cybersecurity incidents effectively. Your experience includes coordinating incident response efforts, working with cross-functional teams, and external stakeholders including insurance carriers and legal counsel. You strive to consistently deliver quality based client results and ensure a timely resolution while minimizing downtime. How You'll Make An Impact As a Principal Engagement Lead, you will be responsible for leading multiple active cybersecurity engagements, interacting with clients, cyber insurers, and legal counsel. Your expertise will guide scoping calls, and you will collaborate closely with other Engagement Leads and Forensic Consultants on our team to ensure high quality service and resolution on active client matters. Your Role In Action - Lead and oversee active client-facing incident response engagements, working closely with other team members to guide clients through the entire incident response lifecycle from detection to recovery. - Conduct scoping calls with clients to define the incident scope, objectives, and expectations of each engagement. - Work closely with other Engagement Leads and Forensic Consultants to ensure effective coordination of resources and expertise on client matters. - Build and cultivate strong client relationships based on trust, open communication, and collaborative problem-solving. - Provide well-informed solutions that go beyond immediate client challenges to achieve long-term security goals. - Communicate advanced cybersecurity concepts both internally and externally and produce clear and concise verbal and written reports detailing incident findings, and analysis. - Actively knowledge share with team members cultivating a culture of continuous learning, and stay up to date on industry trends, emerging threats, and best practices. - Provide after-hours (on-call/weekend rotational) support as required to address critical incidents and maintain continuous coverage. Your Expertise - Bachelor’s degree in Cybersecurity, Computer Science, Information Technology, related degree, or relevant professional work experience in these disciplines. - Former professional experience in leading and managing active cybersecurity engagements, including incident response, digital forensics investigations, and interaction with clients, legal counsel, and cyber insurers. - Experience in conducting security investigations in Linux and Windows environments. - Understanding of cloud platforms and security considerations within AWS, Azure, and GCP. - Knowledge of digital forensic artifacts and tools such as ELK, Axiom, Encase, FTK, Volatility, or Open-Source tools. - Proficiency in conducting forensic analysis, threat assessments, and post incident reviews. - Eagerness to learn from team, grow your knowledge, and teach your colleagues. - Ability to provide after-hours (on-call/weekend rotational) support as required to address critical incidents and maintain continuous coverage. Expertise in all these areas is not required, but you should be excited by the opportunity to learn new things and comfortable with working with other team members to expand your knowledge base and experience. We at Surefire Cyber invite you to apply even if you do not feel you have mastery in all the requirements listed on the job description and welcome a further discussion. Interview Process - Submit interest and application to on our website - Preliminary phone interview with the the Talent & People Team (approx., 30 minutes) - Virtual/Teams interview with Engagement Leads (approx., 60 minutes) - Virtual/Teams interview with DFIR Consultants (approx., 60 minutes) - Virtual/Teams interview with Chief Delivery Officer (approx., 45 minutes) - Mock Scenario Interview (approx., 60 minutes) - Virtual/Teams interview with CEO (Chief Executive Officer) (approx., 30 minutes) Please note that we reserve the right to modify the process at any time. #LI-Remote Benefits for Full-Time Surefire Cyber Team Members - Competitive compensation plan and total rewards package for team members - Remote workforce - Generous paid time off plan and floating holidays - Paid parental leave - Employer paid premiums for both team members and their dependents for medical, dental, and vision - Comprehensive health, vision, dental, 401K matching program, disability, Flexible Spending Accounts (FSA), Health Savings Account (HSA), Life and AD&D benefits. - Professional development and career advancement opportunities - We prioritize employee growth and development through a robust performance management platform to provide ongoing coaching, clear feedback, recognition, and opportunities for career growth. Note: Internship roles are not eligible for Surefire’s full-time benefits package. Internship-specific details will be shared during the interview process. Surefire Cyber is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.