• Brindar atención y asesoramiento remoto a clientes: Acompañarás a usuarios en el uso de los servicios ofrecidos por la compañía, ayudándolos a resolver consultas de manera simple, clara y efectiva. • Resolver consultas funcionales y administrativas: Asistirás a clientes en temas vinculados al área de clientes, gestión de servicios, pagos, facturación y procesos administrativos asociados. • Guiar en la compra y contratación de servicios: Vas a identificar necesidades, orientar a los usuarios y ofrecer soluciones acordes a cada caso. • Dar soporte técnico de nivel básico e intermedio: Analizarás, diagnosticarás y resolverás consultas técnicas sobre hosting, servidores, correo electrónico, dominios y plataformas Linux/Windows. • Hacer seguimiento de incidencias: Registrarás, documentarás y darás seguimiento a tickets, configuraciones y soluciones aplicadas, asegurando trazabilidad y calidad en la información. • Detectar incidentes recurrentes o masivos: Colaborarás con el análisis y la resolución de problemas que impacten en varios clientes o servicios. • Trabajar en equipo con distintas áreas: Coordinarás acciones con equipos internos para garantizar una resolución efectiva, manteniendo una comunicación clara y colaborativa. • Aportar mejoras al proceso de soporte: Participarás en la mejora de documentación, procedimientos internos y circuitos de atención, siempre con foco en la experiencia del usuario.

Role Description Tier 3 sits in between Support and Engineering and as such this team contains our most technically gifted support agents. The level of understanding they have of our product range goes well beyond the front end functionality. As the main escalation point for Tiers 1 & 2, Tier 3 conducts deep investigations by using advanced tools, such as Splunk, LTI Launcher & Postman to name but a few. Their ability to read and write from our databases allows them to resolve many native issues that only engineering could have resolved historically. Since the creation of this team over 90% of cases that needed engineering support are now resolved within support! This ensures a far quicker time to resolution for tickets and a greatly improved support experience for our end users. Tier 3 have built strong working relationships with the engineering and product teams and attend daily stand ups with these teams, to share information on bugs, fixes and scheduled releases. - Triaging & vetting escalations from Tier 1 & 2. - Maintain consistent case quality, achieving agreed target for monthly reviews. - Translate technical information into customer friendly explanations. - Running reads, updates, inserts & deletes on the database. - Creation and follow up of JIRAs for issues to a high standard. - Attend Stand-Ups with engineering teams. - Maintain LMS test environments for the Technical Support team. - Attend drop-in sessions with Tier 1 & 2 Technical Support Team. - Point of contact for shadowing with new Tier 3 team members. - Provide bug updates to the wider team. - Tag PMs in JIRA to check if confirmed bugs should be added to our Known Issues Page. - Ensure efficient transfer of information between Tier 1, Tier 2 and engineering. - Directly support our ISV customers with their white label integrations. - Work with Tier 3 teams in our main LMS partners. - Flag stalled ESRs with Engineering and Support management. - Create Knowledge articles on emerging issues. - Attend customer calls as the technical expert when required. - Contribute towards Tier 3 meetings by adding topics for discussion and sharing knowledge. - Join engineering calls during service disruptions when requested by the Support Incident Commander. - Assist with onboarding of new members of Tier 3. Qualifications - Using SQL to read/insert/update/delete from the database. - Use command line to access and run scripts. - Knowledge and understanding of the structure of the Turnitin Databases. - Ability to understand dashboards within New Relic. - Understand the internal process of how bugs are reported and resolved. - Understand and interpret Splunk logs. - Using the LTI Launcher to replicate and troubleshoot issues. - Ability to resend LTI Web Service calls. - Use of advanced Tier 3 tools set such as Postman and Docker. - Ability to translate technical jargon into understandable terms. - Build relationships with external partners' technical support teams and/or Product Owners. - Ability to juggle multiple priorities and multitask. - Excel at developing and maintaining good working relationships between Tier 3 and Engineering. - Champion customer centricity at all times. - Ability to push engineering team to provide expected resolution times on bugs. - Being confident in working with engineers on complex technical issues. Requirements - The expected annual base salary range for this position is: $57,300/year to $95,500/year. - This position is bonus eligible. - Actual compensation will be provided in writing at the time of offer, if extended. - Determined by work location and a range of other relevant factors. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution

• Provide global, customer-facing support for Superna software through tickets and remote troubleshooting sessions. • Diagnose, document, and resolve software or configuration issues following established procedures. • Escalate complex issues appropriately while maintaining ownership of customer communication. • Document solutions and contribute to the internal knowledge base. • Participate in shift rotations and internal team training sessions.

Role Description We are looking for an AWS Infrastructure Engineer with strong expertise in Amazon Connect and Infrastructure as Code (IaC). The ideal candidate will be responsible for designing, deploying, and managing scalable Amazon Connect environments while building automated infrastructure deployment pipelines using Terraform and CI/CD tools. - Design and implement AWS infrastructure for Amazon Connect environments - Deploy and manage Amazon Connect environments across Dev, Staging, and Production - Utilize AWS services such as Lambda, S3, EventBridge, Data Bridges, and related services to support deployments - Develop and maintain Infrastructure as Code (IaC) modules using Terraform Enterprise - Ensure Terraform code is maintainable, reusable, and aligned with best practices - Build and manage CI/CD pipelines for automated infrastructure deployment and updates - Integrate Terraform Enterprise with CI/CD pipelines for seamless deployments - Monitor infrastructure performance and troubleshoot deployment-related issues - Collaborate with cross-functional teams to ensure secure, scalable, and reliable cloud solutions Qualifications - 4+ years of experience in AWS services, especially Amazon Connect, Lambda, S3, EventBridge, and Data Bridges - Hands-on experience with Infrastructure as Code (IaC) using Terraform Enterprise - Experience building and managing CI/CD pipelines using Jenkins, GitHub Actions, or similar tools - Good understanding of cloud infrastructure design and deployment best practices - Experience managing multi-environment deployments (Dev, Staging, Production) - Strong troubleshooting and problem-solving skills - Knowledge of automation, monitoring, and cloud security practices - Experience working in Agile and collaborative environments - Good communication and documentation skills Benefits - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.