• Taking ownership of reported issues and ensuring their resolution from start to finish • Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems • Replicating reported issues and writing detailed bug reports • Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base • Handling crises in the event of feature failures or application downtime • Participating in an on-call rotation and leading production incidents • Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries • Driving cross-team initiatives that have area-wide impact beyond your immediate team • Taking responsibility for technical designs of new services and tools • Identifying gaps in issues and processes, bringing data-driven solutions to the table • Optimising and automating repetitive tasks • Gathering feature requests and making them visible to correct stakeholders for planning • Actively participating in the hiring pipeline and referring candidates

Role Description LayerCake is seeking a Support Engineer II to provide intermediate technical support for our clients. This role involves handling support primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor incoming requests, and ensure service levels are met for both tickets and phone calls. Responsibilities: - Document all activities, projects, and tickets daily in the ticketing system. - Handoff and document in-progress tickets before the end of each shift. - Monitor ticket gateway and designated queues. - Escalate issues according to IT Glue documentation. - Resolve escalations from Level I team as assigned. - Create or update IT Glue articles with new customer findings. - Assist with ISP and vendor calls for downed services. - Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction). - Travel up to 25–50% when assigned. Expectations: - Maintain established SLA requirements for calls and tickets. - Maintain customer satisfaction (CSAT) scores as defined by manager. - Submit weekly timesheets by end of shift Friday. - Work and document established billable hours each week. - Be available for on-call weeks and during company-wide outage responses. - Meet annual goals and objectives set in HRIS with quarterly reviews. Technical Proficiencies: - Ticketing software: Incident management and time tracking. - Remote support: Running scripts and pushing approved actions. - Active Directory: Strong knowledge of domain controllers, group policy, and security groups. - Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support. - Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers. - Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues. - Strong knowledge of AzureAD and Microsoft 365. - Microsoft Servers and network equipment: Installation, troubleshooting, and training. - Proficiency with central repository for project documentation. - Strong understanding of technical infrastructure (servers, networks, applications) for client assignments. - Software as assigned. Physical Requirements: - Ability to handle equipment, talk, hear, read, write, and interpret documents. - Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations). Benefits - 9 paid holidays; 6 mandated holidays, 3 floating holidays - 401K Retirement with matching contributions - Excellent medical, vision, and dental insurance - Life insurance and disability insurance - Unlimited weeks PTO - Eligible for PTO, 401k, benefits, you are a full-time employee Company Description LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.

• Own technical resolution end-to-end • You take full ownership of Tier 2+ escalations. • You debug API integrations independently: auth failures, webhook issues, data sync gaps, rate limiting, intermittent failures, provider-specific limitations. • You diagnose and resolve customer-side JavaScript issues. • You triage AI and chatbot behavior — wrong answers, workflow misconfiguration, hallucination patterns. • You run diagnostic SQL on data discrepancies, missing records, and report mismatches. • After every Tier 2+ resolution, you ask if a pattern can move back to Tier 1. • You build and maintain internal documentation for common failure modes. • You own complex technical issues directly with customers. • You manage expectations confidently through multi-step debugging processes.

Title: Senior Water Advisor - US - Remote Location: Georgia Department: Senior Water Advisor Job Description: Description Are you passionate about making a significant impact on one of our generation's most pressing environmental challenges? Do you have the expertise in project management or program management? Join us in creating and leading a new category in the Climate Tech industry. About Waterplan Waterplan is a pioneering Series A Y Combinator-backed Climate Tech startup dedicated to accelerating the journey toward a water-secure future. Through our leading AI B2B Enterprise SaaS platform, we empower companies to understand, respond, report, and monitor their ever-evolving water risk. We help businesses see the tangible benefits of mitigating water risks – fostering a future where organizations are motivated to conserve water and preserve our precious ecosystems. About the role As a Senior Water Advisor at Waterplan, you will collaborate with customers, partners, and internal teams to assess water-related climate risks and recommend mitigation strategies and disclosures for companies. Your expertise in food and beverage, CPG, data centers, materials, or other industries will help companies manage risk, ensure business continuity, and achieve their sustainability goals. At Waterplan, you will have the opportunity to work at the forefront of the industry alongside world-leading water and sustainability experts. About your core focus ● Take full ownership of delivering high quality, accurate, and clear insights to customers, ensuring timely solutions aligned with our value proposition. ● Provide strategic direction to research efforts, aligning them with customer objectives to create lasting impact. ● Participate along the customer journey as a water subject matter expert and deliver Waterplan’s value proposition. ● Deliver insights and recommendations to our customers through different actions according to their goals, challenges and use cases. ● Collaborate cross-functionally as a subject matter expert - on industry, region, or use case - to help our clients achieve their goals. ● Actively contribute and provide feedback to the Product team to improve and expand our product(s) and services. ● Mentor others and build internal expertise through formal and informal training. ● Proactively research and share trends and developments in industry, policy, reporting frameworks, news, etc. both within the organization and externally. Your profile ● Experience: 6+ years of experience working in a corporate sustainability or consulting capacity within the food and beverage, CPG, data centers, materials, or other industries with a proven track record of assessing water-related risks, developing mitigation strategies, and disclosure. ○ Preferred: Knowledge of European Sustainability Reporting Standards (ESRS) and Corporate Sustainability Reporting Directive (CSRD), and other global sustainability frameworks such as GRI, CDP, TCFD, and others. ● Skills: Outstanding communication skills, both written and verbal, with past experience presenting clearly and concisely to C-suite/VPs/Directors/Managers. Highly organized with the ability to self-train and manage own time and deliverables effectively. ● Education: Degree (Masters preferred) in a water-related science or engineering discipline. ● Mindset: You are proactive and hands-on with a collaborative and iterative continuous improvement mindset and approach. You thrive in early-stage startup environments, where being resourceful and adaptable is crucial. ● Location: USA. ● Language: Fluency in English is required; fluency in Spanish is a plus Why Join Waterplan? ● Impactful Mission: Contribute to a meaningful cause with a clear vision of fostering a water-secure future. ● Dynamic Team: Work alongside a talented and passionate team dedicated to making a difference. ● Growth Opportunity: Be at the forefront of our industry's growth, shaping the future of water security and sustainability. ● Culture & Values: Enjoy a remote working environment with unlimited PTO, rooted in our core values: I dive in & own the outcome; I’m guided by nature when making decisions; I treat every customer as precious as water; I’m always iterating towards excellence; I make others successful; I listen with depth and respect. ● Diversity & Inclusion: Thrive in a workplace that champions diversity and inclusivity at every step of our journey. If you're ready to join a transformative division at a groundbreaking company, then we'd love to get to know you. Apply today and help chart the course to a water-secure world.