• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem). • Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement. • Participate in real-time customer remediation efforts and live incident resolution. • Act as a customer advocate to ensure timely and accurate issue resolution. • Support enterprise customers with mission-critical systems and real-time data use cases. • Assist with new deployments, configuration guidance, and performance tuning. • Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities. • Contribute to a collaborative, agile, and globally distributed support team.

• Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract • Actively participate in the ongoing continuous improvement activities for both maintenance and procedures • Conduct planned maintenance tasks in accordance with the operating instructions • Attend and participate in meetings with the customer where necessary to obtain sign off for work carried out on the customer's equipment • Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides) • Completion of relevant documentation for all work carried out • Proactive involvement in the Company’s HSQE management processes • Maintain cleanliness of the SGB onsite facilities • Attend local and factory training courses when necessary to ensure skills remain current • Participate in 24/7 shift working including callout when required

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.