• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service • Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers • Communicate technical solutions to non-technical customers in a clear and concise manner • Escalate complex issues to higher-level team members as necessary • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adhere to company policies and procedures • Meet or exceed performance targets for related KPs

Role Description This role is primarily responsible for supporting both internal and external users by resolving technical issues related to our systems, primarily Salesforce, as well as administration of other SaaS applications (i.e. Slack, Okta, SharePoint). The ideal candidate will have a strong interest in becoming a certified Salesforce Administrator and become an expert in the functionality and use of other SaaS applications across our organization. Note: While certification is not required at the time of hire, it is expected to be completed as part of the role’s ongoing professional development. The ideal candidate will demonstrate excellent communication skills, both with external clients and internal teams, and possess the ability to investigate, research, and recommend solutions to technical challenges. The Technical Support Analyst will report directly to the Chief Operating Officer and collaborate closely with the technical, operational, and leadership teams. Qualifications - 5 years experience in the field of IT-support with emphasis on phone and email support for SaaS and web-based software. - Salesforce Administration experience (not certified), 2 years minimum required. - Bachelor’s degree in Information Technology, Computer Science or related field or a proven record of success. - Insurance Industry (Commercial), preferred. Requirements - Provide technical assistance to users via phone (inbound/outbound), chat, email, and other communication channels for web-based system and login issues. - Support Salesforce administration, including data corrections, cleanup projects, and user assistance. - Serve as the primary point of contact for third party support tickets with IT vendors and SaaS application help desks. - Maintain clear and timely communication with end users regarding incident status and resolution. - Perform daily data reconciliations between Salesforce and third-party system reports. - Investigate discrepancies, resolve missing data, and disposition system cases. - Collaborate with third-party teams to resolve and clear system issues. - Escalate issues to the appropriate internal teams for resolution. - Manage and monitor shared mailboxes and calendars, as well as Slack and Teams channels related to technical support and system integrations. - Update internal documentation and process guides as needed. - Reproduce and document technical issues to support bug validation and resolution for process improvement. - Administer SaaS, including: RingCentral, Slack, Okta, Loom, Jira/Confluence, SharePoint permissions. - Identify and document process improvements for future development. - Assist with testing of bugs and future enhancements. - Perform other duties as assigned. Benefits - Competitive salary - Benefits: Medical, dental, vision, FSA, 401K with match, LTD, Life Insurance, AD&D, and EAP - Employer-sponsored training and professional development Company Description Community Association Insurance Solutions (CAIS) is a Commercial Insurance Wholesaler and Program Administrator specializing in protecting Homeowners' Associations (HOAs), Condominiums (Condos), Townhomes and Planned Unit Developments (PUDs). Visit www.caislive.com for more information about our company. Pursuant to California regulation, the compensation range for this position is as stated and includes eligibility for performance-based bonuses. California Pay Range: $70,304 — $81,000 USD

• Respond to and triage incoming customer inquiries (phone, email, virtual) with appropriate prioritization and urgency. • Diagnose and resolve technical issues related to Bionano instrumentation, consumables, software, and workflows. • Provide consultative scientific guidance on experimental design, workflow optimization, and product use. • Escalate complex technical issues to Field Applications, Field Service Engineering, or R&D as needed, ensuring timely resolution and follow-up. • Document all customer interactions, complaints, and resolutions accurately in CRM/complaint tracking systems. • Analyze support trends and customer feedback to identify recurring issues and recommend product/process improvements. • Review and contribute to technical documentation including protocols, user guides, application notes, and training materials. • Provide remote and occasional on-site support for customer onboarding, training, troubleshooting, and workflow implementation. • Support pre-sales and post-sales activities, including evaluations, assay optimization, and data interpretation. • Assist with new instrument installation, maintenance, training, validation, and early-stage customer adoption.

Solutions Support Engineer Remote - Ireland | Support Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. Summary As a Solutions Support Engineer, you will be part of a global team delivering expert-level technical support across the Wiz cloud-native security platform. You'll investigate complex, multi-domain issues spanning cloud infrastructure, workload protection, vulnerability management, and runtime defense - working across AWS, Azure, and GCP environments. This role combines deep technical troubleshooting with a growing emphasis on AI-driven automation to scale support operations and improve resolution quality. What You'll Do - Investigate and resolve customer technical issues across cloud security posture management, vulnerability scanning, threat detection, container/Kubernetes security, identity & access management, network analysis, and data security - Troubleshoot cloud connector and integration failures across AWS, Azure, GCP, OCI, and SaaS platforms - including IAM/permissions issues, network connectivity, API authentication, and scanning infrastructure - Diagnose workload scanning and runtime security issues including outpost deployment, sensor configuration, registry scanning, malware detection, and file integrity monitoring - Analyze vulnerability findings - triage false positives, validate detection accuracy, investigate SBOM/SCA results, and assess secret detection and patch management coverage - Support shift-left security workflows including CI/CD scanning, IaC security, admission controllers, Kubernetes connectors, and code/version control scanning - Design and implement automation that scales the support offering - leveraging AI agents, agentic workflows, and tooling to improve triage accuracy and resolution efficiency - Participate in on-call rotation for after-hours, holiday, and weekend support coverage What You'll Bring - 5+ years of hands-on technical experience in customer support, technical support, system administration, or a related customer-facing role - 2+ years working with cloud platforms (AWS, Azure, GCP) - including IAM, networking (VPCs, security groups, firewalls), and core compute/storage services - 1+ years of hands-on experience deploying, managing, and troubleshooting production Kubernetes clusters and containerized applications - Strong understanding of cloud security fundamentals: identity and access management, network segmentation, compliance frameworks, and security posture assessment - Experience reading and debugging code in one or more of: Python, Shell, JavaScript/JSON, Java, Go, or Terraform/HCL - Proficiency with command-line tools and Linux operating system environments - Familiarity with the current AI landscape, including LLM architectures and the integration of AI-driven tooling into technical workflows Nice to Have - Experience with vulnerability management, SBOM/SCA analysis, or CVE triage workflows - Hands-on experience with threat detection, runtime security, or SIEM/SOAR integrations - Experience building or supporting agentic workflows, RAG architectures, or AI-powered automation - Familiarity with Infrastructure-as-Code (Terraform, CloudFormation, Helm) and CI/CD pipelines - Experience with GraphQL or REST API debugging and integration - Background in compliance frameworks (CIS, NIST, SOC2, PCI-DSS, HIPAA) - Experience with ServiceNow, Jira, or Zendesk in a support engineering context Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship. Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.