Dot Compliance is a leading provider of cloud-based Quality and Compliance management solutions for the life sciences industry. Our SaaS solutions leverage the world’s most innovative cloud technology provider, Salesforce.com. As a young and innovative software company, we aim to dramatically transform how pharma, biotech, and medical device companies manage their quality and compliance processes. We are seeking a Customer Support Engineer to join our North America Customer Support Team in a fully Remote environment. In this pivotal role, you will drive customer satisfaction and support our internal teams as they leverage Dot Compliance to transform their day-to-day quality and compliance operations. You will act as the primary point of contact for customers, guiding them through our solutions and ensuring efficient management of their quality and compliance processes. To excel in this position, you must rapidly acquire a deep understanding of our products and our customers’ needs. You will apply this expertise to provide timely and high-quality support for our customers. Your primary responsibilities include addressing inbound product inquiries and resolving issues for our global customer base. You will empower customers by overseeing hundreds of interactions through portal, email, and phone channels. Collaborating with internal teams such as Professional Services, Customer Success, and DevOps will be essential as you champion and escalate customer issues. If you are passionate about quality and compliance and ready to roll up your sleeves to solve customer problems, this is the role for you Requirements - 2-3 years of experience in a technical B2B support role in the software as a service (SaaS) industry. - Experience with Salesforce, quality management, or compliance is a plus. - Demonstrated strong technical aptitude and problem-solving skills, coupled with a commitment to mastering new technologies and systems and the capacity to think critically under pressure. - Experience working with Salesforce Administration. - Exhibit excellent communication skills, both verbal and written. You can swiftly evaluate a customer’s question or concern and deliver impactful responses and solutions. - Participate in an on-call rotation, including weekends and holidays, as needed. - Deliver strong organizational and time management skills, with the capability to balance competing requests and prioritize effectively. - Exemplify empathy and diplomacy. You consistently prioritize customers and can navigate challenging requests, establish appropriate expectations, and implement effective corrective actions. - Function autonomously and proactively. You are a remarkable self-starter who thrives both independently and collaboratively in a rapidly changing environment. - Embrace curiosity, innovation, and tenacity. You champion customer needs, willing to roll up your sleeves to resolve their problems. A+ if you meet these requirements null

• Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance. • Resolving customer issues surfaced through zendesk tickets and for certain customers jumping on live zoom calls to work through open issues. • Serve as the primary escalation point for SSO and SCIM issues raised by enterprise customers through Customer Success and Support • Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and Scribe's backend • Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reach resolution • Schedule and lead live troubleshooting sessions during US business hours for complex or high-priority issues • Partner closely with the WorkOS team to route, escalate, and resolve issues that require vendor involvement • Partner closely with Scribe CS and Support teams to gather context and coordinate customer communication • Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks that enable the broader CS team to handle L1/L2 issues independently • Identify recurring failure patterns and translate them into actionable product feedback for Engineering

Compensation Details: $75000 - $90000 per year Job Description: POSITION SUMMARY: Describe the primary function of the position (what the position must accomplish) and the major objective (why that function is performed) in one or two sentences. 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. PRINCIPAL ACTIVITIES: List a series of brief statements (about five to eight) that describe the major activities or functions for which this position is held accountable. Include information such as the level of discretion, judgment, analysis, and complexity related to each activity. Major Activities/Accountabilities - 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. KNOWLEDGE, EXPERIENCE, AND COMPETENCIES: - 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 Why should you join our team? We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand. In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including: - 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). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities. - You are joining a team that’s committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community. - Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support. * Benefits are provided in compliance with applicable laws, plans and policies. Want to be notified when new jobs are posted? Follow the link below to create an account and set up custom job alerts: Create Job Alert About Ace Handyman Services Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Handyman Services, a part of Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home℠ through a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting. Ace Handyman Services is changing the home improvement industry. We provide a professional, reliable service to customers, create a special place for talented Craftsmen to work, and help our owners rapidly create wealth in a high-margin business. Equal Opportunity Employer Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws. Disclaimers The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires. Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview. This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee’s specific record and the duties and requirements of the specific job.

Support Engineer Remote Germany Full time EXCLUSIVE NETWORKS Exclusive Networks ist ein erfahrener globaler Cybersecurity-Spezialist, der seinen Partnern eine Vielzahl von Dienstleistungen und ein bewährtes Produktportfolio bietet und seinen Mitarbeitern ein schönes und familiäres Arbeitsumfeld bereitstellt. Mit Niederlassungen in mehr als 45 Ländern und der Fähigkeit, Kunden in über 170 Ländern zu bedienen, kombinieren wir eine lokale Perspektive mit der Größe und dem Angebot einer globalen Organisation. Unser erstklassiges Anbieterportfolio haben wir sorgfältig mit allen führenden Unternehmen der Branche zusammengestellt. Unsere Dienstleistungen reichen von Managed Security bis hin zu spezialisierten technischen Akkreditierungen und Schulungen. Dabei machen wir uns die sich rasch entwickelnden Technologien und die sich wandelnden Geschäftsmodelle zunutze. Weitere Informationen erhalten Sie unter www.exclusive-networks.com. Bei Exclusive Networks sind wir bestrebt, etwas zu bewegen, unseren Kunden das Beste zu bieten und unseren Beitrag zur Schaffung einer vertrauenswürdigen digitalen Welt zu leisten. Bei uns stehen die Menschen im Mittelpunkt, denn nur mit unseren Talenten können wir unsere Geschichte von Disruption und Wachstum auch in Zukunft fortschreiben. WIR BIETEN · Ein dynamisches Arbeitsumfeld in einem expandierenden, internationalen Unternehmen mit flachen Hierarchien und kurzen Entscheidungswegen, · Erstklassiges Onboarding, um Ihnen einen großartigen Start zu ermöglichen, · Einarbeitung mit Herz und Leidenschaft vom ersten Tag an, · Enge Zusammenarbeit in einem starken Team, · Vielfältige Angebote zum Arbeits- und Gesundheitsschutz, · Umfangreiche Trainings- und Weiterbildungsangebote, · Flexible Arbeitszeiten und die Möglichkeit, mobil zu arbeiten, · Employee Assistance Program für unsere Mitarbeitern und deren Angehörige, · Weitere Mitarbeiter Benefits wie mehrere Firmenevents im Jahr, zahlreiche Vergünstigungen für unsere Mitarbeiter, Business Bike, Office Dogs, Sport-und Gesundheitsapp und vieles mehr. Zur Unterstützung unseres Teams, suchen wir zum nächstmöglichen Termin eine/n: Support Engineer (w/m/d) IHRE AUFGABEN · Sie betreuen unsere Partner telefonisch, per Email und mittels Ticketsystem rund um die bei uns unter Support stehenden Cyber Security-Lösungen. · Sie nehmen Kundenanliegen entgegen, analysieren und bewerten diese. · Standardanfragen bearbeiten Sie eigenverantwortlich. · Komplexe Aufgabenstellungen bearbeiten Sie gemeinsam mit den Kollegen aus dem 2nd Level Support bzw. dem Hersteller. · Sie arbeiten eng mit den Kollegen aus dem Pre-Sales zusammen, um innerhalb von Projekten wertvolle Informationen aus der täglichen Praxis einfließen zu lassen. · Sie übernehmen vielfältige Aufgaben in bestehenden und neuen Projekten im regionalen, nationalen und internationalen Umfeld. · Sie nehmen an nationalen und internationalen Veranstaltungen von Exclusive Networks und unseren Herstellern zur kontinuierlichen Weiterbildung teil. IHR PROFIL · Sie verfügen über grundlegende Netzwerkkenntnisse (DHCP, IP, TCP/UDP, DNS). · Sie bringen eine eigenverantwortliche strukturierte Arbeitsweise mit und erarbeiten Lösungen gerne zusammen im Team. · Sie verfügen über Kontaktfreude, Sprachgewandtheit und die Fähigkeit gut zuzuhören. · Sie zeichnen Sich durch eine analytische und logische Denkweise aus. · Sie sind interessiert an neuen Technologien im Bereich von Cyber Security- und Cloud-Lösungen und der damit verbundenen Weiterbildung. · Vorkenntnisse mit Produkten unserer Partner wie z.B. Palo Alto Networks, Fortinet, Tanium, Infoblox, Extreme Networks, F5 Networks, etc. sind von Vorteil, aber nicht zwingend notwendig. · Sie sind sicher im Umgang mit der deutschen Sprache und wenden Ihre guten Englischkenntnisse in Wort und Schrift regelmäßig an. · Sie zeichnen Sich durch Ihr freundliches, selbstsicheres und kompetentes Auftreten aus. · Sie arbeiten kunden- und lösungsorientiert und verfügen über eine hohe Belastbarkeit bei erhöhtem Arbeitsaufwand. Möchten Sie auch gerne Exclusive sein? Dann bewerben Sie sich mit Ihren aussagekräftigen Bewerbungsunterlagen inklusive eines Motivationsschreibens und Ihrer Einkommenserwartungen sowie Ihres frühestmöglichen Eintrittstermins. Wir konzentrieren uns auf unser Team und sind der festen Überzeugung, dass unsere Talente maßgeblich zum Erfolg und Wachstum beitragen. Besuchen sie unsere Website http://www.exclusive-networks.de und werfen Sie einen Blick auf unsere Firmen Video. Wir sind stolz darauf, ein Arbeitgeber zu sein, der sich für Chancengleichheit einsetzt. Wir engagieren uns dafür, Menschen mit unterschiedlichen Hintergründen und Erfahrungen einzustellen und zu fördern, weil wir glauben, dass wir dadurch besser in der Lage sind, überlegene Lösungen zu entwickeln, fundierte Entscheidungen zu treffen und unseren geschätzten Kunden einen besseren Service zu bieten. Wir diskriminieren niemanden aufgrund von Rasse, Religion, Hautfarbe, nationale Herkunft, Geschlecht, sexueller Orientierung, Behinderung oder vergleichbare Eigenschaften. Einstellungsentscheidungen werden ausschließlich nach Qualifikation, Leistung und betrieblichem Bedarf getroffen. Bitte lesen Sie unsere Diversity and Inclusion Policy für weitere Informationen. Ihre Daten sind uns wichtig: Bitte klicken Sie hier, um unsere Datenschutzrichtlinie zu lesen, bevor Sie sich bei uns bewerben und uns Ihre Daten mitteilen. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.