• Confer with subject matter experts including Software Developers, Product Managers, Support, and Sales to establish technical specifications and use cases to determine subject matter to be developed for publication. • Research, gather, and analyze data from multiple sources (subject matter experts, product managers) to develop content. • Develop information development and publishing strategies aligned with the department standards as well as to meet project-specific requirements by consulting with the Technical Publications leadership team and the cross-functional product team. • Develop world-class product information with simple and concise English by organizing ideas and translating complex technical terms into information any reader (both native and non-native English readers) can understand. • Clarifying terminology and work with software developers for achieve consistencies in the product and documentation. • Participate in product design reviews. • Review product design and UI and revise UI messages. • Manage and lead multiple assignments simultaneously, while working independently and with other writers. • Complete writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology. • Proactively seek solicit feedback from internal and external readers. • Analyze and prioritize technical feedback from various audiences and drive necessary changes into documentation or products.

The Technical Engagement Specialist is responsible for being the single point of contact for elevated technical issues with residential or commercial services’ clients, when those issues cannot be resolved by other call center employees. They will handle all aspects of the customer relationship with a primary focus being on providing white glove service and trouble resolution - Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers. - Serves as the first level of Trouble support for all services. - Serves as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc. - Review scheduled trouble tickets for possible remote resolution. - Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s). - Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded. - Phone, chat and email contact with customers to make recommendations on services and resolve issues. - Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements. - Serve as primary support liaison between Hotwire Communications and our residential customers. - Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers. - Other duties as assigned. MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. - Ability to speak clearly using grammatically correct English (Other language skills a plus) - Must have a High School Diploma or - Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, and technical support - Strong communication and organizational skills - Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays Additional requirements for remote positions: - A quiet workplace so you can focus on delivering excellent service to our customers - Must have DSL or high speed internet service with a minimum speed 25 MB/s, preferred upload speed 50 MB/s - Candidates must provide and meet all technical requirements prior to the first day of training BENEFITS: We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including: - Comprehensive Healthcare/Dental/Vision Plans - 401K Retirement Plan with Company Match - Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!) - Paid Volunteer Time - Paid Parental Leave - Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service - Employee Referral Bonuses - Exclusive Entertainment Discounts/Perks Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Create, edit, and maintain technical documentation including user guides, product manuals, knowledge base articles, API documentation, SOPs, release notes, and training materials. • Work closely with engineers, product managers, designers, and subject matter experts to gather information and understand technical concepts. • Translate complex technical information into clear documentation tailored to different audiences, including end users, developers, and internal teams. • Organize and structure content to improve usability, consistency, and accessibility. • Review and revise existing documentation to ensure accuracy, completeness, and alignment with product updates. • Develop and maintain documentation standards, style guides, and content templates. • Support product launches by preparing documentation and release communications. • Conduct content audits and identify gaps in documentation coverage. • Manage documentation projects and meet deadlines across multiple initiatives. • Contribute to continuous improvement of documentation tools, workflows, and processes.

Solenis is a leading global provider of water and hygiene solutions. The company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, cleaners, disinfectants, and state-of-the-art monitoring, control and delivery systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments. Headquartered in Wilmington, Delaware, the company has 78 manufacturing facilities strategically located around the globe and employs a team of over ~23000 professionals in >160 countries across six continents. Solenis is a 2025 Best Managed Company Gold Standard honoree. For additional information about Solenis, please visit www.solenis.com or follow us on social media. The Field Service Technician (or Territory Account Specialist) is responsible for managing Diversey’s institutional business operations within an assigned territory. This role centers on the installation, maintenance, and repair of chemical dispensing systems and leased dish machines at customer sites, while ensuring the highest standards of safety, quality, and service delivery. A core responsibility is to drive customer satisfaction by delivering on Diversey’s value proposition and consistently meeting or exceeding service level agreements (SLAs) across key solution areas—including laundry, kitchen, housekeeping, industrial water treatment, and pool services. The technician also plays a critical role in developing and maintaining strong, long-term customer relationships, serving as a trusted partner in helping customers achieve their operational goals. The position requires effective use of modern systems and tools for communication, reporting, and auditing, ensuring accurate documentation and transparency of all service activities. The ideal candidate is highly customer-focused, self-motivated, and capable of managing diverse tasks independently while meeting tight deadlines and contributing to overall business growth. RESPONSIBILITIES: - Deliver an exceptional customer experience by effectively supporting Diversey’s cleaning and sanitation programs. - Build and maintain strong relationships at all levels within the customer’s organization, including end users, supervisors, and managers. - Promote a culture of safety by strictly adhering to EHS policies, procedures, and best practices. - Install equipment in accordance with established Standard Operating Procedures (SOPs). - Perform routine site visits to monitor program performance and customer satisfaction. - Ensure all customer equipment is maintained in proper working condition. - Provide training to customers on equipment operation, cleaning procedures, product usage, and Safety Data Sheets (SDS). - Monitor on-site inventory levels to ensure minimum required supplies are available, support order placement and program compliance. - Act as the voice of the customer by identifying key areas of concern, addressing issues, and capturing satisfactory feedback. - Diagnose and troubleshoot technical issues with equipment and system performance. - Maintain proper inventory levels in company vehicles and storage areas to support service needs. - Prioritize and perform repairs on leased dish machines and other equipment in accordance with service level agreements (SLAs). - Accurately complete service, installation, survey, and routine visit reports in Salesforce FSL and applicable customer reporting systems. - Carry out administrative tasks including daily timesheet submission, part/equipment order follow-up, documentation of consumption for cost allocation, and weekly visit planning in coordination with your manager. REQUIRED QUALIFICATIONS: - High school diploma or equivalent required. - Minimum of 1 year of field service experience, including maintenance of industrial equipment and mechanical troubleshooting. - Minimum of 1 year experience selling cleaning solutions or equipment to clients in the hospitality or food service industry. - Flexibility to support emergency business needs, which may occur during evenings, nights, weekends, and holidays. - Proficiency with basic computer applications, including email, Microsoft Office (Excel, Word) Microsoft SharePoint, Microsoft PowerApps, and other mobile apps. - Valid U.S. driver’s license with a clean driving record and the ability to drive long distances as needed. - Physical requirements: Ability to lift and move objects up to 50 lbs and perform precision tasks in confined or limited spaces. - Skilled in the safe and effective use of hand and power tools. - Strong mechanical and electrical aptitude, with proven plumbing and electrical troubleshooting skills. - Professional demeanor with a high level of self-motivation and the ability to work independently. - Strong attention to detail, time management, and decision-making skills. - Excellent communication, interpersonal, and organizational abilities. - Ability to collaborate across functions and departments to support company objectives. PREFERRED QUALIFICATIONS: - Experience with Salesforce (FSL). - Understanding Food Safety requirements, NEHA/CPFS or Serve Safe certifications. BENEFITS & PREREQUISITES: As a full-time employee of Diversey, you will be eligible to enroll in our robust benefits package on your first day which includes, but is not limited to, the following. - Medical, dental, and vision coverage - 401k (w/ employer match up) - 15 paid vacation days (accrued based on start date) - 8 paid fixed holidays annually - 24 hours floating holidays (accrued based on start date) - Up to 80 hours of sick time (accrued based on start date) We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you. At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits which include medical, dental, vision & 401K, and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team. Solenis is proud to be an Equal Opportunity Affirmative Action Employer, including Minorities / Women/ Veterans / Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Should you require assistance in applying to this opportunity, please reach out to Solenis Talent Acquisition at talentacquisition@solenis.com The expected compensation range for this position is between $58,030.00 and $85,107.00 plus discretionary bonuses. The exact compensation may vary based on your skills, experience and other factors permitted by law.