• Own and drive customer issues to resolution end-to-end • Troubleshoot and resolve complex technical issues across the stack • Investigate application behavior using Go, TypeScript, and SQL • Analyze system architecture and code to identify root causes • Partner cross-functionally with Engineering, Customer Success, and Account teams • Support customers across the full lifecycle, including onboarding and ongoing usage • Communicate technical issues clearly to both technical and non-technical audiences • Create and maintain internal runbooks and customer-facing documentation • Surface customer feedback and insights to inform product improvements

Role Description The Software Support Analyst will play a crucial role in providing ongoing support and optimizing the software platforms for Ace Handyman Services and Ace Hardware Painting Services, serving as a subject matter expert for ServiceTitan, Monday.com, and other software platforms. This position also assists with onboarding new businesses, ensuring smooth integration and effective utilization of our systems. Qualifications - Bachelor’s degree in information technology or equivalent experience - Prior Home Services industry experience strongly preferred - 3-5 years’ experience with ServiceTitan software - 2+ years of Service Industry experience - Technical Proficiency: Proficient in software such as ServiceTitan, Monday.com, and Microsoft Office - Stakeholder Management: Experience in managing expectations and relationships with various internal and external stakeholders - Innovative Thinking: Capacity to drive innovation in technology and business processes to drive efficiencies and profitability - Problem-Solving: Excellent analytical and problem-solving abilities - Adaptability: Ability to adapt to rapidly changing technology landscapes Requirements - Provide personalized one-on-one sessions and webinars for franchisees and staff throughout the onboarding and post-go-live phases, guaranteeing their success and expertise with ServiceTitan. - Develop and deliver targeted training to franchisees and internal staff to deepen their understanding, ensuring knowledge of new features and updates, and maximize their use of the features of the software platforms assigned to the business units. - Quickly and effectively resolve franchisee and staff issues through a dedicated support ticketing system via Monday.com, prioritizing high-impact concerns. - Assist in the initial setup and ongoing optimization of ServiceTitan tenants, ensuring they optimized for maximum functionality and aligned with business goals. - Support and provide strategic insights to promote sophisticated utilization of the ServiceTitan Center of Excellence. - Support the monthly communication to franchisees and staff, detailing the progress of the ServiceTitan implementation, highlighting new support resources, strategic initiatives, and recent product updates. - Support the optimization and maintenance of the AHS Monday.com account. Benefits - Incentive/Commission/Bonus opportunities (Based on role / grade level) - 401(k) retirement savings plan with matching company contributions, eligible on your first day! - Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents. - Warehouse Merchandise Discount! - Paid time off & paid holidays (depending on role and month of hire) - Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). - Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

Indigo Hardware – Remote Support Engineer Description - About the Role We are looking for a highly skilled and service-oriented Remote Support Engineer to join our HP Indigo Hardware Support Team. This role combines deep technical troubleshooting with a proactive customer success mindset. You will be at the forefront of transforming break-fix support into proactive and data-driven resolution, delivering operational excellence and shaping the future of remote technical services. As a trusted technical advisor, you will leverage AI, XR, remote diagnostics, and cross-team collaboration to ensure swift resolution and continuous improvement. You will play a vital role in engaging with customers remotely, driving insights from Root Cause Analysis (RCA), and reducing field dispatches. Key Responsibilities - Active Remote Resolution Deliver end-to-end technical support using remote diagnostic tools. Resolve 78% of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation. - Customer Engagement & Success Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics. Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter. - Deep Technical Analysis & RCA Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement. Contribute RCA outcomes to the broader technical knowledge base. - Cross-Functional Collaboration Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams. Ensure diagnostic accuracy and quality handover for field visits. - Remote Enablement & Shift Left Execution Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers. - Escalation Management & Ownership Take full ownership of complex support cases. Set priorities, manage escalations professionally, and ensure timely and effective case progression. Desired - After-Hours On-Call Support Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations. Desired Skills & Experience - Service-Centric Attitude Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency. - Remote Support Agility Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch. - Communication & Documentation Strong written and verbal communication skills. Ability to produce clear, concise technical documentation and guide customers effectively. - Team Collaboration Demonstrates “One Team - One Goal” mindset. Works well in a matrixed environment with cross-regional, cross-functional teams. - Initiative & Innovation Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution. Actively contributes to strategic improvement projects. Minimum Qualifications - Required: High School Diploma or equivalent - Preferred: College Degree in a technical field - Experience: - Minimum 3 years in customer-facing technical support (remote or onsite) - Highly Preferred: Experience with HP Indigo as press operator or field technician - Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow) Job - Services Schedule - Full time Shift - No shift premium (Mexico) Travel - Relocation - Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

Indigo Hardware – Remote Support Engineer Description - About the Role We are looking for a highly skilled and service-oriented Remote Support Engineer to join our HP Indigo Hardware Support Team. This role combines deep technical troubleshooting with a proactive customer success mindset. You will be at the forefront of transforming break-fix support into proactive and data-driven resolution, delivering operational excellence and shaping the future of remote technical services. As a trusted technical advisor, you will leverage AI, XR, remote diagnostics, and cross-team collaboration to ensure swift resolution and continuous improvement. You will play a vital role in engaging with customers remotely, driving insights from Root Cause Analysis (RCA), and reducing field dispatches. Key Responsibilities - Active Remote Resolution Deliver end-to-end technical support using remote diagnostic tools. Resolve 78% of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation. - Customer Engagement & Success Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics. Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter. - Deep Technical Analysis & RCA Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement. Contribute RCA outcomes to the broader technical knowledge base. - Cross-Functional Collaboration Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams. Ensure diagnostic accuracy and quality handover for field visits. - Remote Enablement & Shift Left Execution Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers. - Escalation Management & Ownership Take full ownership of complex support cases. Set priorities, manage escalations professionally, and ensure timely and effective case progression. Desired - After-Hours On-Call Support Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations. Desired Skills & Experience - Service-Centric Attitude Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency. - Remote Support Agility Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch. - Communication & Documentation Strong written and verbal communication skills. Ability to produce clear, concise technical documentation and guide customers effectively. - Team Collaboration Demonstrates “One Team - One Goal” mindset. Works well in a matrixed environment with cross-regional, cross-functional teams. - Initiative & Innovation Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution. Actively contributes to strategic improvement projects. Minimum Qualifications - Required: High School Diploma or equivalent - Preferred: College Degree in a technical field - Experience: - Minimum 3 years in customer-facing technical support (remote or onsite) - Highly Preferred: Experience with HP Indigo as press operator or field technician - Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow) Job - Services Schedule - Full time Shift - No shift premium (Mexico) Travel - Relocation - Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"