• Work with the Internal Support Manager to develop and execute the Internal support Team vision • Work with internal staff on support solutions • Research and develop service related processes and solutions • Create documentation for support best practices • Automate existing processes • Research and deploy new systems and tools to improve efficiency and scalability • Manage the systems used by staff to perform their duties • Proactively work cross-functionally to build relationships and rapport amongst highly technical and non-technical co-workers • Identify potential obstacles and suggest operational and security improvements • Participate in organizational initiatives to improve functions, processes, and technology for Atlas Technica and clients

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution • Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues • Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance • Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput • Perform smoke testing and post-release validation to confirm data integrity and system stability • Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation • Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent • Analyze and document data flows, integration logic, and technical dependencies across internal systems and external interfaces

• Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues • Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business • Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future • Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise • If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths • Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it • Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles • Adhering to key customer and team-focused metrics to maintain high standards in performance

• Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions. • Troubleshoot business and operational issues associated with the Warehouse Management System (WMS) and ancillary software. • Quantify issues and provide supporting data if issues are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Bartender, Georgia Softworks, or other third parties. • Manage the WMS environments and migration of configurations between environments. • Support the operation and continuous improvement of the monitoring of cloud solutions. • SQL performance monitoring / index and query tuning. • Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution. • Maintain clear, concise communication with customers and internal teams. • Accurately document all relevant information in the ticketing system. • Collaborate seamlessly with internal teams, external partners, and vendors. • Proactively escalate tickets when necessary to ensure timely resolution.