• Provide first-level technical support to customers via phone, email, and collaboration tools • Troubleshoot issues related to telephony systems, PBX platforms, and software applications • Guide users through clear, step-by-step resolutions • Log, prioritise, and track incidents and service requests through the helpdesk system • Ensure timely issue resolution and escalate complex problems to senior teams when required • Diagnose and resolve basic software, telephony, and cloud PBX issues • Assist with installation, configuration, and updates of supported applications • Create and maintain user-friendly documentation and knowledge base articles • Assist with basic networking issues such as connectivity, IP configuration, and VPN access • Follow security protocols and promote best practices among end users

• Act as the 3rd-level escalation point for complex technical issues related to CDN and Edge Network products. • Diagnose and resolve advanced issues involving caching, DNS, routing, load balancing, SSL/TLS, and web security. • Take ownership of high-severity incidents (P1/P2) and drive resolution in collaboration with Engineering, Network, and Operations teams. • Asist with root cause analysis (RCA) and contribute to preventive measures to reduce incident recurrence. • Analyze traffic patterns, cache efficiency, and node performance to optimize content delivery. • Support production changes, maintenance windows, and software upgrades. • Provide technical guidance and mentorship to L1 and L2 Support Engineers. • Maintain and improve internal documentation, runbooks, and troubleshooting guides. • Participate in post-incident reviews and continuous improvement initiatives. • Working hours are Monday to Friday, 9:00 am to 6 pm, with the expectation of availability during critical incidents outside regular hours.

Application Support Developer Location: Remtoe United States Job Description: Application Support / Pick BASIC (UniVerse) Developer - TCS / CUBS Fully Remote Contract About the Role We are seeking a highly experienced Application Support Developer with deep, hands-on expertise in TCS (The Collector System) / CUBS (Columbia Ultimate Business Systems) within a Pick BASIC / UniVerse MultiValue environment. This role supports a mission-critical collections platform and requires someone who can independently troubleshoot, develop, and stabilize production systems with minimal ramp-up. This is not a general Pick/UniVerse role - candidates must have direct, recent experience working within TCS/CUBS environments and be comfortable owning complex production issues from day one. Key Responsibilities - Provide advanced application support for TCS / The Collector System (CUBS) in a live production environment - Diagnose and resolve complex system issues, including code-level defects and batch processing failures - Develop, modify, and maintain Pick BASIC / UniVerse programs and subroutines within TCS/CUBS - Troubleshoot non-compiling code, runtime errors, and data inconsistencies with clear root cause analysis - Maintain and enhance PROCs, scripts, and scheduled jobs supporting system workflows - Partner closely with engineering leads to debug, validate, and deploy code fixes efficiently - Operate effectively in a remote, production support environment with minimal oversight Job Requirements Required Skills & Experience (Must-Have) - Direct, hands-on experience with TCS / CUBS (Columbia Ultimate Business Systems) - Strong proficiency in Pick BASIC / UniVerse MultiValue environments - Proven ability to debug, troubleshoot, and deliver production-ready code (clean, compiling, and tested) - Experience supporting live production systems with high business impact - Strong understanding of batch processing, backend workflows, and system dependencies - Ability to clearly explain code logic, troubleshooting steps, and technical decisions Preferred Experience - Experience in collections, AR, or financial systems environments - Strong Linux/UNIX scripting and job scheduling experience - Deep experience with PROCs and MultiValue system architecture - Background supporting legacy platforms requiring stability and precision What Success Looks Like - Able to contribute immediately with minimal ramp-up - Delivers clean, functional code that compiles and runs without defects - Demonstrates strong debugging discipline and ownership of issues - Communicates technical reasoning clearly and confidently Why This Role This is a high-impact role supporting a critical system where deep platform knowledge matters. We are looking for someone who brings true TCS/CUBS expertise and can operate as a trusted technical resource from day one.

Provide exceptional customer support by diagnosing technical issues, integrating products, and collaborating with product teams to enhance user experience while maintaining effective communication throughout the resolution process.