• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

Role Description As a Critical Systems Service Support Engineer, you will help advance ALC’s business through helping expand our Aftermarket Services with advanced systems. We are looking for a team member who is self-motivated, detailed oriented, customer focused, and acts as a role model for other Service Engineers. As a technical and product expert, you will: - Solve highly complex problems - Lead in training less experienced Service Engineers - Serve as a point of contact in the field - Potentially support the sales department when requested Essential Functions - Provide solutions to complex system problems and lead others on how to resolve problems - Mentor and develop less experienced Service Engineers on all field tools and technology - Perform system maintenance on field controllers, servers, workstations, and field hardware - Communicate issues and recommend system enhancements, upgrades, and/or repairs - Maintain feedback on equipment scheduling and modifications needed - Manage assigned work to exceed customers’ time and quality expectations - Communicate and document project status and details for the customer - Provide site-specific training to owners/operators on the upgrades/service - Provide technical support for the Branch Offices on an as needed basis - Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers - Participate in the creation and updating of the training content for Service Engineers - Create and maintain standard work instructions in accordance with the Operations Manual guidance - Provide local training and guidance that is aligned with ALFO standard work and best practices - Collaborate as a member of internal cross-functional teams to drive timely resolution of customer needs and ensure consistent service experience Qualifications - High School Diploma or GED - 6+ years of experience in Building Automation, HVAC, or related field - Possess a current Driver’s License and is insurable by the company’s insurance - Capable of climbing ladders or using other lift equipment more than 8 feet above grade, and capable of lifting items up to 50lbs Preferred Qualifications - Knowledge of TCP/IP networks including wireless technologies - Ability to communicate technical information to a non-technical audience - Able to read and understand Architectural, Mechanical, and Electrical blueprints - Experience interacting with a large and diverse number of simultaneous challenges, requiring knowledge of multiple disciplines - Bachelor’s degree, associate degree, Technical/Business School Certificate or Diploma in HVAC Controls, or related field Travel Requirements - 25%-50% travel Pay Range The annual salary for this position is between $79,000.00 - $158,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. Benefits - Health Care Benefits: Medical, Dental, Vision; Wellness incentives - Retirement Benefits - Time off and Leave: - Paid vacation days, up to 15 days - Paid sick days, up to 5 days - Paid personal leave, up to 5 days - Paid holidays, up to 13 days - Birth and adoption leave - Parental leave - Family and medical leave - Bereavement leave - Jury duty leave - Military leave - Purchased vacation - Disability: Short-term and long-term disability - Life Insurance and Accidental Death and Dismemberment - Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account - Tuition Assistance

Role Description The Software Support Engineer is responsible for operating and maintaining core production and development applications, ensuring high-quality service delivery to customers and Engineering teams. The role focuses on troubleshooting, continuous improvement, and collaborating with cross-functional teams to enhance processes and product performance, while proactively leading initiatives to strengthen operations and support. - Operate, maintain, and support production and development applications, ensuring high service quality while collaborating with Engineering and customer teams. - Identify opportunities to improve processes and product support, proposing and leading initiatives to enhance operations. - Perform planned and unplanned maintenance activities, including software upgrades, patches, and cross-region coordination. - Troubleshoot and resolve issues across development, pre-production, and production environments, including debugging enterprise code (Java, Python, JavaScript, Bash, SQL). - Act as an escalation point between Technical Operations and Engineering, managing complex issues and coordinating with cross-functional teams. - Configure and manage alerting tools (e.g., Nagios, Icinga) and support remote maintenance systems. - Develop and maintain tools for deployment, automation, and monitoring. - Document solutions and processes in tools such as Jira, Cherwell, and Confluence. - Evaluate software solutions and provide recommendations for improvement. - Provide guidance and training to team members, contributing to knowledge sharing and SME development. Qualifications - Hands-on experience with scripting (Python, Bash), familiar with databases, and code review. - Strong experience in technology roles, with the ability to manage multiple projects, prioritize tasks, and meet deadlines. - Solid understanding of application architecture, including components, integrations, databases, and CI/CD processes. - Proven experience in troubleshooting through log analysis and root cause analysis with a focus on continuous improvement. - Proficiency in Linux environments, networking principles, deployment processes, server configuration, and infrastructure management. - Knowledge of quality assurance methodologies and ability to analyze processes to identify and implement improvements. - Participation in an on-call rotation is required. Benefits - Solving complex problems that improve daily the lives of people around the world. - Opportunity to work in an international company with cutting edge technologies in a high-growth industry. - Career growth, stability, and a casual work environment, with a home-based work setup. - Competitive salary range of $95,000 – $120,000, based on location, experience, skills, internal equity, and market data. - Full benefits package including unlimited paid time off, 11 paid holidays, 401(k), a no cost medical insurance option for employees and eligible dependents, and FSA option.

Role Description The Software Support Engineer is responsible for delivering hands-on technical support across a fleet of hundreds of production deployments serving global customers, and for maintaining the reliability and availability of cloud and on-premises environments that directly support genomics workflows. This position reports to the Manager of Oncology Software Support and is part of the Oncology Software Support team and will be a fully remote position. In this role, you will have the opportunity to: - Diagnose and resolve complex technical issues across cloud and on-premises production environments serving researchers in oncology, genomics, and more. - Stand up and maintain customer infrastructure using Terraform, AWS, EKS, Linux, and containers, directly supporting the deployment lifecycle for a growing global customer base. - Contribute to monitoring and observability systems, building Grafana dashboards and tuning alerts that keep hundreds of production deployments healthy. - Write automation and scripting (Python, Bash) that reduces operational toil and improves consistency across the fleet. - Provide dedicated French-language support coverage for EMEA customers, working alongside the existing regional team to expand the hours and languages the team can serve. Qualifications - Professional fluency in French and English. - Two years' experience in software support engineering, cloud operations, or a related technical field supporting production environments. - Experience with Linux system administration, AWS cloud services, and containerized environments. - Working proficiency in Python and Bash scripting for automation. - Exposure to infrastructure-as-code tooling (e.g., Terraform) and monitoring platforms (e.g., Grafana, CloudWatch). Requirements - Occasional travel may be required. Benefits At IDT we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Company Description Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.