Role Description In this role, you will troubleshoot technical issues, guide customers through solutions, and collaborate with internal teams to ensure successful resolution of customer concerns. You thrive in a fast-paced support environment, communicate clearly, and use critical thinking skills to solve complex problems while creating a positive customer experience. Role Specifics - Work Location: Remote (US) - Travel: Less than 5% (The percentage of travel is an estimation and could vary based on business needs). - Reporting Structure: This role reports to the Team Lead, Customer Support. What You Will Own - Deliver exceptional customer support and technical issue resolution via phone, email, and chat. - Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalations. - Meet established performance objectives related to call quality, customer satisfaction, and case handling. - Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutions. - Communicate proactively with customers by setting expectations and providing timely follow-up. - Partner cross-functionally with colleagues to resolve client issues efficiently and effectively. - Facilitate screen-sharing and remote troubleshooting sessions to assist customers with product-related concerns. - Support additional projects and responsibilities as needed based on business priorities.

Role Description The IT Support Specialist, in the Escalations team, identifies emerging and complex IT issues and problems, and facilitates the resolution of undocumented issues through investigation, diagnosis, and troubleshooting. The IT Support Specialist serves as a resource for multi-disciplinary projects within IS&T and routinely collaborates with cross-functional teams. As IS&T expands its support for generative AI tools and services, the team will play a key role in assisting community members with AI platforms, providing guidance on compliant use aligned with Institute policies, and supporting assessments of prospective AI solutions. Qualifications - A bachelor’s degree - A minimum of five years of experience in IT support, information systems, or another related field - Ability to troubleshoot Mac, Windows, and Linux operating systems - Comfortable with the command line-interface - Experience with learning management systems - Experience with MS O365 and Exchange administration support - Experience providing SaaS administration support - Experience working with a ticketing management system Requirements - Experience in higher education - Familiarity with Service Now - Security+/Network+ certification - AWS and/or Google experience - Working knowledge of scripting Benefits - This is a fully remote position

• Collaborate with enterprise customers to design and implement multi-cloud solutions that align with their business goals. • Establish and maintain trusted relationships with key customer stakeholders to ensure a deep understanding of their needs and objectives. • Serve as the main point of contact for customer success initiatives, ensuring the successful delivery of solutions across Salesforce clouds and related technologies. • Drive growth by identifying value driven opportunities within the existing customer base. • Lead the technical discovery process to assess current environments and recommend solutions based on best practices. • Provide consultative guidance on leveraging Salesforce products, including Data Cloud, Sales Cloud, Service Cloud, Marketing Cloud, and other cloud technologies. • Deliver high-impact presentations to customers, illustrating the business value of the proposed solutions. • Act as a customer advocate within ListEngage, collaborating with internal teams such as Sales and Strategy to ensure customer needs are met. • Support pre/post-project activities, including customer discovery, training, and managed services. • Analyze client data to identify opportunities for further solution enhancement and provide recommendations for future growth. • Stay updated on the latest developments in multi-cloud architectures, Salesforce releases, and digital transformation strategies.

• Unify TechOps Organizations: Consolidate the infrastructure teams across acquired entities into a single global function with consistent processes, tooling, titles, and culture. • Drive Cultural Transformation: Instill a culture of urgency, ownership, and a bias toward action across all infrastructure teams globally, embracing AI-powered agentic workflows to accelerate velocity. • Design Organizational Structure: Implement a structure that streamlines operations and optimizes for velocity, eliminating redundancies and establishing clear ownership, accountability, and escalation paths across approximately 150 employees. • Build Talent Pipeline: Drive workforce planning, skills development, and talent acquisition to ensure the organization has the capabilities required for a modern, cloud-forward infrastructure environment. • Own Core Infrastructure: Operate and optimize on-premises and cloud data centers, networking, server and container virtualization, operating systems, databases, and L3 customer system support. • Drive Cloud Modernization: Lead cloud migration and modernization initiatives, optimizing the balance between on-premises and cloud infrastructure for cost, performance, and reliability. • Establish Operational Excellence: Define and enforce SLAs, incident management, disaster recovery, and business continuity standards across the entire infrastructure estate. • Implement Observability & Automation: Deploy robust monitoring, observability, and automation to improve system reliability and reduce mean time to resolution. • Manage End-User Technology: Oversee employee hardware lifecycle management, productivity software deployment, and L2 internal user support across a global workforce. • Champion AI Adoption: Drive enterprise-wide adoption of AI-powered tools and agentic workflows across the infrastructure organization, creating a culture of velocity through intelligent automation. • Optimize Enterprise Platforms: Manage and optimize the enterprise systems portfolio including NetSuite (Finance), Coupa (Procurement), Workday (HR), and Salesforce (Sales), ensuring alignment with business processes and organizational needs. • Collaborate with Business Leaders: Partner with Finance, Procurement, HR, and Sales leadership to translate operational requirements into system capabilities and drive adoption. • Manage Vendor Relationships: Oversee vendor relationships, contract negotiations, and total cost of ownership for enterprise platforms. • Establish a rigorous quarterly planning process with strong commitment to frequent, predictable releases across all infrastructure services. • Deliver Transparency: Provide real-time visibility to the executive team and organization on work in progress, scheduled release dates, and capacity mapped to strategic initiatives. • Develop and maintain dashboards that give real-time visibility into infrastructure health, project delivery, and resource utilization. • Deliver top-line growth enablement and bottom-line efficiency through infrastructure optimization, cost management, and strategic investment recommendations.