• 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 Zipdev is looking for a Technical Support Engineer. Someone who provides high-quality product outcomes via skilled customer management, and product and technical investigation activities. They lead the configuration, rollout, and monitoring of SaaS products for high-value customers, acting as the technical product expert, interacting directly with the customers, and across multiple teams. They also participate in the development of the product delivery and rollout process and participate in the creation and adoption of organizational standards. Daily Responsibilities - Provide frontline technical specialist support: - Monitor and improve the delivery of our SaaS product. - Debug identified issues, providing clear analysis to both the customer and internal teams. - Identify trends in support work and opportunities for root problem resolution. - Proactively identify and manage scope, delivery, and configuration of product changes. - Implement well-structured code, and assist the customer in integration with HappyCo’s services. - Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements. - Customer Management: - Proactively manage customer expectations. - Meet and exceed SLA’s. - Provide clear and professional communications with customers. - Clearly communicate technical or domain-specific concepts to non-technical customers. - Identify, review, and define requirements, existing configurations and technical risks. - Support: - Use excellent troubleshooting skills to determine root causes of raised issues. - Facilitate the resolution of issues raised by customers. - Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary. - Provide responsive, high-quality technical support to customers. - Technical Delivery: - Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support. - Assess risk when determining approaches to ticket resolution. - Monitor, maintain, and improve customer environments as required. - Manage releases and deployments. - Deliver well structured and functional example code. - Undertake other technical work as requested. - Process: - Understand and deliver against the organizational product and software development methodology. - Review, propose, and implement improvements to processes. - Implement and improve the process toolset. Qualifications - Relevant tertiary qualifications (e.g. Bachelor/Grad Dip. Science/Computer Science/Software Engineering, IT Certification, or similar) or equivalent practical experience. - Critical skills: - An object-oriented backend language (Ruby on Rails or Golang preferred). - PostgreSQL. - High-value skills: - GCP. - Linux. - Containerization. - APIs and integrations. - Ruby on Rails or Golang. - Web apps, especially React.JS. - Clear spoken and written communication skills, and the ability to interact professionally with a diverse group of customers and staff. - Values good quality product/technical outcomes that meet customer needs. - Proactively identifies and resolves issues. - Able to work independently and with a team. - A constructively critical thinker. - Excellent English communication skills. - Currently living in Latin America. Requirements - Nice-to-have: - Kubernetes. - Networking (including VPNs). - Monitoring and observability frameworks. - Bash scripting. Benefits - Work remotely Monday - Friday, 40 hours a week (no weekends). - Vacation: 10 business days a year. - Holidays: 5 National Holidays a year. - Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day). - Parental Leave. - Health Care Reimbursement. - Active Lifestyle Reimbursement. - Quarterly Home Office Reimbursement. - Payroll Deduction Purchase Plans. - Longevity Bonus. - Continuous Learning Bonus. - Access to Training and Professional Development Platforms. - Did we mention it's REMOTE?!!

• Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff. • Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients. • Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption. • Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations. • Documentation & Best Practices: Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

***Are you the one we’re looking for?*** Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products. This role requires the ability to understand our complex products and our users’ needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams’ success.**** ***Get to know us a little.*** At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrases... they are part of our everyday reality, and yes, we're proud of it!