• Serve as a trusted escalation point for staff technology issues • Take ownership of complex support and Microsoft 365–related work • Independently triage, investigate, and resolve issues affecting end users • Make thoughtful, production-impacting changes across the IT environment • Deliver high-quality, timely support for users with limited availability • Contribute to ongoing improvements in systems, processes, and documentation • Provide rapid, high-quality support for end users using remote assistance tools • Train staff on supported platforms and systems, especially Microsoft 365 tools • Contribute to project-related work across Microsoft 365 and other cloud environments

• Become a deep expert in Oscilar’s platform, architecture, and use cases across fraud, credit, and compliance • Partner with AEs to run technical sales cycles end-to-end • Lead discovery sessions to understand customer workflows, pain points, and decision logic • Deliver tailored demos and technical presentations that clearly map to customer needs • Design and execute proof of concepts (POCs) and value validations • Translate complex technical concepts into clear, compelling narratives for both technical and non-technical stakeholders • Act as the bridge between Sales, Product, and Engineering, surfacing customer feedback and influencing roadmap • Support deal strategy by identifying risks, blockers, and technical win themes.

Who we are: Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of Transact Campus + CBORD, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work. Why join our team? We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community. Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions. What you will be doing: As a Senior Technical Support Engineer, Level II, you will be a subject matter expert who handles our most complex technical challenges and serves as a technical mentor to junior engineers. You'll lead critical issue resolution, collaborate directly with Engineering teams on product defects, and contribute to the strategic direction of support processes. This role requires deep technical expertise combined with leadership capabilities to drive excellence across the support organization. Your responsibilities include: - Resolving escalated technical issues that others cannot solve - Leading customer crisis situations - Developing advanced troubleshooting procedures - Mentoring Technical Support Engineers and Associates. - You’ll also participate in product development discussions, contribute to technical documentation, and represent the support perspective in cross-functional initiatives. Who you will work with: You’ll work closely with Support Managers on strategic initiatives and serve as a technical lead for your specialized team. You’ll collaborate extensively with Product Engineering, Quality Assurance, and Customer Success teams on complex issues and product improvements. You’ll mentor junior staff while partnering with Lead Support Engineers on organizational development initiatives. Your customer interactions will include technical consultations with senior IT leaders, participation in executive business reviews, and direct involvement in critical issue resolution for high-value accounts. What you bring to the table: Core Requirements: - Practical experience in Information Technology, Engineering, or related technical field - 3-5 years of progressive technical support experience with increasing complexity - Advanced troubleshooting skills across multiple technology stacks - Proven mentoring and knowledge transfer capabilities - Experience leading critical issue resolution and customer crisis management - Strong SQL skills including complex query writing and performance optimization - Deep understanding of enterprise software architecture and integrations - Experience with API development/troubleshooting and web services - Excellent communication skills with ability to present to executive audiences - Leadership capabilities with demonstrated influence without direct authority Preferred Qualifications: - Bachelor's degree in Computer Science or related field of study - Experience in healthcare, higher education, or financial services with regulatory knowledge - Advanced knowledge of security protocols and compliance frameworks - Experience with cloud platforms and modern DevOps practices - Background in software development or system administration - Project management experience and cross-functional leadership - Industry certifications relevant to product portfolio - Experience with customer success or professional services delivery Essential Functions of the job: The duties and responsibilities described in this job description are intended to represent the essential functions of the position as defined under applicable federal, state, and local labor laws, including the Americans with Disabilities Act (ADA). These functions are the fundamental job duties required for successful performance. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions unless such accommodations impose an undue hardship on the organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may be added, removed, or modified at any time in accordance with business needs and applicable law. What is good to know: This role requires flexibility for critical issue response including after-hours and weekend availability. Travel may be required for customer escalations, training delivery, or strategic initiatives (typically 5-10%). You'll have opportunities to present at industry conferences and contribute to thought leadership. This position offers advancement paths to Lead Support Engineer, Customer Engineering, or management roles. This position is classified as [Non-Exempt] under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws. What you get when you join our team: - Flexible time off to include paid holidays and volunteer time. - Robust health, dental, and vision insurance plans on your first day of employment - Employer-paid life insurance/AD&D/short-term and long-term disability insurance - Comprehensive employee assistance program (EAP) - Flexible spending account (FSA) or health savings account (HSA) - Matched 401(k) - Employee stock purchase plan Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions. Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

Job title: Technical Support Engineer - Quickcharge Location: Albany, NY Office or Remote within the US Who we are: Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of Transact Campus + CBORD, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work. Why join our team? We strive to provide the very best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community. Our success and growth are directly attributed to our people. Our newly combined companies are dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions. What you’ll be doing: As a Technical Support Engineer, you will be the technical problem-solving expert for our customers across healthcare, government, and corporate environments. You'll diagnose complex technical issues, provide comprehensive solutions, and ensure our customers achieve maximum value from their Illumia technology investments. This role combines deep technical expertise with strong customer relationship skills to deliver exceptional support experiences. Your responsibilities include: - Troubleshooting software and hardware issues in a round robin phone and ticketing queues - Collaborating with internal teams to resolve escalated cases - Documenting solutions for knowledge sharing - Contributing to process improvements that enhance our overall support delivery. - You'll work across our diverse product portfolio to become a trusted technical advisor to customers in mission-critical environments. Who you’ll work with: You'll collaborate closely with your Support Manager and fellow Technical Support Engineers within your specialized team. You'll regularly interact with Customer Engineers, Technical Success Engineers, and Technical Account Managers to ensure seamless customer experiences. Cross-functionally, you'll work with Product Management, Engineering, and Quality Assurance teams to escalate complex issues and contribute to product improvements. You'll also interface directly with customers ranging from IT administrators and system integrators to end-users in hospitals, universities, and corporate campuses, requiring excellent communication skills across diverse technical backgrounds. What you bring to the table: Core Requirements: - Practical experience in Information Technology, Engineering, or related technical field - 2-4 years of technical support or software troubleshooting experience - Strong analytical and problem-solving skills with attention to detail - Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users - Experience with SQL databases and basic query writing - Familiarity with Windows and/or Linux server environments - Understanding of web technologies (HTTP/HTTPS, APIs, web browsers) - Customer service orientation with patience and empathy - Ability to work independently and manage multiple cases simultaneously - Willingness to learn new technologies and adapt to changing environments Preferred Qualifications: - Bachelor's degree in Computer Science or related field of study - Experience in healthcare, higher education, or financial services technology - Knowledge of payment processing systems and PCI compliance - Familiarity with campus card/ID systems or access control technologies - Experience with enterprise software integrations and APIs - Understanding of network fundamentals (TCP/IP, DNS, firewalls) - Experience with ticketing systems and customer support tools - Previous experience in mission-critical environments What’s good to know: This role may require occasional evening or weekend work to support customers in different time zones or during critical system implementations. Some travel may be required for on-site customer support or training opportunities (typically less than 5%). The position offers significant growth opportunities within our three-group structure, with clear advancement paths to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical Success. What you get when you join our team: - Flexible time off to include paid holidays and volunteer time - Robust health, dental, and vision insurance plans on your first day of employment - Employer-paid life insurance/AD&D/short-term and long-term disability insurance - Comprehensive employee assistance program (EAP) - Flexible spending account (FSA) or health savings account (HSA) - Matched 401(k) - Employee stock purchase plan Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.