• Investigate complex customer issues across our SaaS platform. • Diagnose integration failures, platform edge cases, and sequencing risks. • Assess severity and customer impact. • Identify root cause patterns. • Ensure escalations are reproducible and well-scoped. • Convert customer-facing issues into structured GitHub issues. • Reduce clarification loops between Support and Engineering. • Improve escalation quality and artifact discipline. • Own the Tier 2 escalations ticket queue. • Strengthen troubleshooting standards before tickets reach Engineering. • Coach Tier 1 team members on investigation quality. • Identify fragile or high-risk platform areas and introduce guardrails. • Improve escalation workflows over time. • Increase clarity and predictability in how customer impact becomes engineering work. • Build trust across Support, Product, and Engineering. • Help define a great Support Engineering function at Leonardo247.

Texas, United States of America Job Family Group: Sales & Marketing Worker Type: Regular Posting Start Date: April 13, 2026 Business Unit: Trading and Supply Experience Level: Early Careers Job Description: What’s the role Shell is looking for a Sales Support Analyst. The role plays a critical role in supporting the sales process for B2B power opportunities. This position acts as a liaison between Sales, Structuring, Contracts, and Customers, ensuring all opportunity, customer, and data management tasks are executed efficiently and accurately. The Analyst is responsible for facilitating opportunity creation, data gathering, contract preparation, and post-sale support activities, while collaborating with multiple internal teams to deliver a seamless customer experience.   Accountabilities: Opportunity Management   - Coordinate with Sales to ensure opportunities are created in Salesforce (SF) and all required documentation (e.g., LOA/RFP) is attached.   - Chatter Sales Support upon opportunity creation to initiate the support process Data Collection and Management   - For new opportunities: Obtain executed CISR LOA from SES and the customer, request CISR data from the utility, and coordinate with internal stakeholders to acquire and distribute load profiles.   - For renewals: Pull the latest load profile from Power BI and provide to Sales   - Upload all relevant load profiles and supporting documents to the sales opportunity in Salesforce Sales Process Support   - Collaborate with Sales to send load forecasts to Structuring and request pricing from Structuring - Assist Sales in sending pricing to the customer, providing routine updates as approved - Generate contracts upon Sales' request and ensure all required terms and conditions are included (team effort during transition period) Contract and Booking Administration   - Upload transaction confirmations (TC) and related emails to the SES Salesforce opportunity - Move opportunities to the booking stage in Salesforce and communicate status updates to the Sales and Contracts teams   Customer Account Support   - Manage Adds, Drops, and Relocations by reviewing weekly reports, confirming with customers, and coordinating with Sales for Direct Access (DA) rights relocation (see Appendix 3 for details)  - Alert Operations to re-enroll customers if an Add/Drop is invalid  - Assist with kickbacks and support Sales in resolving account mismatches, late payments, and payment issues - Monitor and ensure enrollments are completed, working with exception reports and the transaction team as needed  What you bring - Must have legal authorization to work in the US on a full-time basis for anyone other than current employer - High school diploma or equivalent required. Associate’s or Bachelor’s degree in business, finance, economics, or a related field preferred - At least 3 years of equivalent experience required. Preferred with prior exposure to sales support, commercial operations, administrative support, or data coordination activities in a professional environment - Experience with Salesforce or similar CRM systems   - Familiarity with ISO processes and utility data management preferred - Strong organizational skills and attention to detail - Excellent communication and collaboration skills - Ability to manage multiple tasks and prioritize in a fast-paced environment  - Experience with Power BI or similar data tools is a plus Note: This role is a virtual position based in the US What we offer The base salary range for this position is $72,000 - $108,000 per year. Individual pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity. For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents. Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.  For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.  Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html. You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. - Progress as a person as we work on the energy transition together - Continuously grow the transferable skills you need to get ahead - Work at the forefront of technology, trends, and practices - Collaborate with experienced colleagues with unique expertise - Achieve your balance in a values-led culture that encourages you to be the best version of yourself - Benefit from flexible working hours, and the possibility of remote/mobile working - Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world. - Take advantage of paid parental leave, including for non-birthing parents - Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply - Grow as you progress through diverse career opportunities in national and international teams - Gain access to a wide range of training and development programs We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here. Shell in The United States Shell has been in the US for more than 100 years, leading the sector in energy, petrochemicals and refined products. Today, we provide millions of Americans with the energy needed to heat and cool their homes and power the economy. We operate in all 50 states, from our Deepwater platforms in the Gulf of America to the Pennsylvania Chemicals complex and our miles of pipelines throughout the US. We reach our customers through our 13,000 branded retail stations, and we are number 1 in gasoline sales. We also own the #1 brand of motor oil in the U.S. – Pennzoil® – made from natural gas. We are excited to play a key role in the move to net carbon emissions while providing the oil and gas needed by society for many decades to come - DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws. Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability. As a US Federal Contractor, hiring selections are subject to periodic audit review and documentation of your selections should be maintained for a period of three calendar years. It is the policy of Shell in the U.S. (“Shell”) to provide equal opportunity to all individuals, employees and all qualified applicants for employment consistent with employment requirements and qualifications. Shell prohibits discrimination based on race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, citizenship, genetic information, or other protected status under federal, state or local laws. All employees are expected to support this policy and contribute to an environment of equal opportunity. If you need an accommodation for a disability during the resourcing process, please speak with an HR representative.

About Teamified Teamified works with top enterprises and digital native businesses in Australia helping them build their remote teams in India, Philippines and Sri Lanka. We pride ourselves with hiring great teams to work on exciting game changing technology. Teamified currently has 200+ engineers, testers, product managers etc. working across 20+ partners. We focus on uplifting the way organisations build and manage their remote teams through great working relationships, trust, integrity, culture and hiring processes. Additional to this we are building our own technology product offerings. We strive to deliver the best outcomes for our customers, our partners and our people. About Our Client Our client is a provider of specialized management software solutions for the global marina and marine facilities industry. Their platform supports marinas, boatyards, yacht clubs, harbours, and shipyards by centralizing core operational functions such as reservations, berth and space management, billing and payments, finance, and customer management into a single, streamlined system. Designed to improve efficiency, visibility, and control, the solution is available in a modern cloud-based environment, enabling secure, real-time access from anywhere while reducing administrative overhead. Trusted by marine operators worldwide, the client focuses on continuous innovation, reliability, and customer support to help businesses modernize operations and deliver a better customer experience. About the Role Working on more than one project at a time, and often at varying phases of support. This means you around support priority rather than the sequential arrival of cases. Understanding priorities, bug severity and client sensitivity is essential. The main function of the role is to support our client’s customers, investigating reported issues, providing training and implementing software corrections, and managing client requests. You will be required to evaluate support priority, act on the priority, communicate or work with the customer to identify the issue. If required provide documented UAT’s to the developers, identify suitable workarounds, and follow up with resolved software through to Implementation and training if required. You will work alongside the developers whom write the solution with your goal of making it problem-free before being releasing to the clients. You will need a solid understanding of the different client business types, the client's solution functionality and awareness of the types of related applications available to clients. In addition to problems within the program. Understanding the structure of the software will allow you to analyse it more thoroughly and make recommendations of changes. You will need to be able to communicate clearly to the clients and programmers as well as non-technical staff about what is required. Key Responsibilities Support - Provide user and implementation support to customers, partners or staff to facilitate better operation of the client's products. - Make sure customer support flows smoothly and turnaround time per issue is kept to a minimum - Identify urgent and priority support, and escalate appropriately as/when required - Provide prompt and professional response of user bug or support - Establish and maintain good communication with clients to evaluate reported issues or provide - training sessions - Create and record user training videos - Run group or individual training sessions to a high professional level. - Document user documentation, the knowledge Bases, and user help. - Document and time log all work - Log and manage incoming support requests. - Research and identify issues reported by customers, providing training as needed - To communicate clearly and effectively to the developers to gain understanding of the solution to be applied to the support request should it involve development - Install or upgrade systems or fixes as required - Assist with version release testing and documentation - Create video help documentation on all new features of NG with each version release - Report on weekly support statistics and trends General - Maintain your skill level by studying current development tools, programming techniques, reading professional publications, and maintaining professional networks - Protects company operations by keeping information confidential. - Perform any other related duties incidental to the work described herein in support of the company. - Purposes, implements and supports new technology solutions that improve business operations

Who we are We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in? Why would you love this job? As a Technical Support Engineer, you will be responsible for helping customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, ongoing learning, and the excitement of helping name-brand customers as part of our fun, tight-knit team. In this role, you will use and extend your existing technical depth and increase your technical breadth by addressing complex problems for the top companies in the world. You will level up to be an expert complex problem solver on Redis Enterprise Software, being used as a high-performance database by thousands of worldwide customers. You will dive deep into different exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms. Join the best of the best and continuously learn new things. We are looking for brilliant experts who are curious, persistent, and happy digging through the full stack, from code to Sysadmin to networking to performance. If this sounds like you, please check out the technical foundation we’d like you to bring. What you’ll do: - Work with customers to troubleshoot and resolve complex software issues: - Reproduce issues, replicating customer environments as needed. - Document issues and contribute to our internal team documentation. - Provide Root Cause Analysis - Collaborate with Engineering as needed to provide solutions. - Analyze performance questions that may arise along the data path (including networks) for deployments that may be in the Cloud or On-premises. - Provide technical expertise during testing, deployment, and upgrading of Redis software. - Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales. - Serve as the customer advocate for timely resolution of issues and handling escalations while helping customers realize and maximize the value of their Redis subscription. - Participate in new product development, customer training, and other support-related activities. What will you need to have? - At least five years of technical experience as a Support Engineer, Systems Engineer, Software Engineer, or Site Reliability Engineer in an enterprise software company - At least four years of experience troubleshooting real-time production systems - At least two years of hands-on experience with cloud infrastructure. - Strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.) - Expert working knowledge in Linux/Unix and networking (TCP/IP) - Professional experience working with networking tools like wireshark, tcpdump, etc. - Experience in analyzing and debugging production issues at scale. - Experience with alerting and monitoring systems (Prometheus, Grafana, ELK, Splunk, etc.). - Working knowledge of Cloud-based and On-premises environments - Proficiency in communication and presentation, both written and verbal (in English) - Strong technical background with excellent problem-solving and multi-tasking skills - High availability and commitment to customers at any time The estimated gross base annual salary range for this role is $91,455 – $137,273 per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies. Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available. #LI-Remote #LI-WK1 #LI-DNI As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected. Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. Any offer of employment at Redis is contingent upon the successful completion of a background check, consistent with applicable laws. Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.