Role Description This is a Philippines based position working USA hours. Alianza is looking for a Support Engineer to join our Technical Support department. This role is a vital first point of contact, focusing on providing outstanding technical support with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is highly motivated, team-oriented, and thrives in a fast-paced, dynamic environment. Key Responsibilities - Front-Line Support: Serve as the primary point of contact for incoming customer support tickets and calls, focusing on prompt initial response and resolution. - Ticket Management: Handle basic, high-volume, and repetitive customer issues (e.g., setup issues, MFA resets, etc.). Efficiently monitor and address centralized ticket queues. - Escalation and Triage: Triage complex issues accurately and escalate them to senior support groups as needed, ensuring proper prioritization within Service Level Agreements (SLAs). - Customer Advocacy & Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates, especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness. - Product Knowledge: Rapidly acquire working knowledge of the entire Alianza platform and product suite to serve as the intake point for all product-related inquiries. - Documentation & Process: Observe field activity and advise on documentation needs. Demonstrate strong process skills (develop, document, train) and the ability to work within defined guidelines. - On-Call: Participate in a weekly on-call rotation. Qualifications - 2+ years of professional technical support experience. - Knowledge or experience with VoIP and/or telecom technologies. Requirements - Technical & Problem-Solving: Strong technical troubleshooting skills and proven ability to quickly learn and master the Alianza platform. - Proficiency in monitoring and addressing ticket queues and managing large volumes of routine tasks effectively. - Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment. - Communication & Customer Service: Outstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and solutions. - Exceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy. - Strong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines. Attributes for Success - Ownership: A natural sense of responsibility and commitment to task completion. - Teamwork: A strong team-oriented approach to effectively share workloads and co-work issues. - Attitude: Positive energy, enthusiasm, and a contribution to overall team morale. - Growth: Curiosity, openness to continuous learning, and resilience when faced with challenges.

• Support the design of overhead and underground electric distribution systems ranging from 4kV to 69kV. • Prepare detailed scopes of work, cost estimates, engineering calculations, and design drawings in accordance with applicable utility standards, U.S. national codes, and industry best practices (e.g., NESC, IEEE). • Collaborate with internal teams and external stakeholders (utilities, municipalities, contractors) to gather design requirements and ensure project alignment. • Utilize industry-standard software such as QuickPole, SpidaCalc, and/or PLS-CADD for line design and analysis. • Perform or support aerial line inspections and assessments for distribution and joint-use (communications) infrastructure. • Apply relevant U.S. standards including the National Electrical Safety Code (NESC) and applicable state/local regulations. • Assist with permitting processes, including coordination with DOTs, railroads, cities, and counties across Texas. • Collect, interpret, and organize engineering, survey, and vendor data. • Identify and help resolve technical and project-related challenges in collaboration with senior engineers. • Support the development and maintenance of internal engineering standards, procedures, and best practices. • Coordinate with cross-functional teams to ensure project schedules and deliverables are met.

• Own the full lifecycle of AI products with banking clients - from initial deployment through production optimization and feature expansion • Work directly with bank executives, compliance teams, and operations teams to understand requirements and translate them into technical solutions • Design and architect integrations between Titan's AI platform and banks' existing systems (productivity suite, CRMs, loan origination systems, etc) • Drive technical product decisions that balance innovation, security, compliance, and operational realities of banking • Build and iterate on prototypes, proofs-of-concept, and production features that solve real banking workflows • Partner with AI engineers and backend teams to ensure our models and agents perform reliably in live banking environments

• Developing and supporting customer data capture from operational technology networks • Integrating needs for a variety of manufacturing systems • Working directly with customers to scope technological solutions • Influencing pre-sale processes • Supporting on-site technology assessments • Developing automation scopes • Handing off projects to managers • Implementing system interface solutions • Setting and documenting standards for solutions