• Provide escalation support for security products including Zero Trust Security platform • Ensure application and network performance, reliability, and security for users • Analyze software issues and work with R&D and PM to prioritize and schedule fixes • Represent the organization as SME/Technical Lead in correspondence • Manage partners integration and Beta Support • Participate in on-call schedule (~2 occurrences per quarter)

Role Description The Senior Support Engineer – EDI & ERP Integrations is responsible for delivering advanced technical support for complex, business-critical EDI and ERP-integrated environments. This role serves as a Tier 2 escalation point for production incidents, system regressions, and integration failures impacting customer operations. The role operates at the intersection of customer support, professional services, engineering (R&D), and product, with primary accountability for: - Incident ownership - Thorough root cause analysis - Customer communication - Technical documentation - Resolution validation The position operates primarily during US business hours and requires flexibility to collaborate closely with offshore and distributed global teams to ensure timely incident resolution and continuity of service. Qualifications - 10+ years’ experience supporting EDI X12 transactions in production environments. - Demonstrated expertise in ERP-driven EDI integrations and data dependencies. - Ability to analyze EDI errors, validation failures, and mapping outcomes. - Experience supporting warehouse, logistics, invoicing, and fulfillment-related EDI flows. - Proven ability to independently own complex, high-impact technical incidents. - Strong written and verbal communication skills for both technical and non-technical audiences. - Ability to work effectively across engineering, services, global/offshore teams, and customer stakeholders without direct authority. - High attention to detail, accountability for outcomes, and commitment to documentation quality. - Comfort working with emerging technologies, including AI-assisted tools and workflows. Requirements - Own and resolve complex, escalated EDI and ERP integration issues impacting production environments. - Investigate failures across inbound and outbound EDI transactions. - Diagnose issues spanning ERP configuration, master data, EDI mapping, transaction validation, and system behavior. - Restore service and ensure business continuity for customer operations. - Leverage modern tooling, including AI-assisted analysis, automation, and diagnostic capabilities. - Perform defensible root cause analyses to determine whether issues are caused by: - ERP data or configuration gaps - EDI mapping or validation rules - Product defects or regressions - Customizations or integration logic - Produce clear, structured root cause analysis documentation. - Document findings and corrective actions in support cases and internal records. - Partner with Product and Technology teams to escalate confirmed defects. - Collaborate with Professional Services, Product, Support Operations, and offshore engineering or support teams. - Participate in post-deployment and post-upgrade investigations. - Demonstrate familiarity with AI concepts and tooling relevant to support operations. - Act as a senior technical point of contact during escalated customer incidents. - Provide clear, technically accurate explanations of issues, impacts, root causes, and resolutions. - Validate corrected transactions through test or production reprocessing. - Own support cases through the full lifecycle. - Contribute to and maintain high-quality technical documentation. - Investigate issues introduced during upgrades, configuration changes, or feature deployments. Benefits - Competitive pay and robust benefit plans. - Opportunity to grow your career in a fast-paced, flexible, and casual environment. - Outstanding opportunity for career development and growth.

• Provide first and second-level IT support via phone, email, chat, and remote access; log, track, and update incidents and service requests in the ITSM tool with accurate documentation and timely updates. • Monitor, manage, and maintain server operations across multiple environments, responding to alerts related to outages, performance degradation, and capacity issues. • Administer and support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, file/print services, and overall server health. • Manage server hardware and platform-level components, including NAS storage, RAID health, disk failures, capacity planning, and out-of-band management using iLO/DRAC. • Analyze and troubleshoot complex issues across hardware, software, servers, networking, virtualization, and security domains. • Assist with implementation, administration, and support of cloud solutions such as Microsoft Azure, Microsoft 365, and Azure Virtual Desktop (AVD). • Manage endpoint deployment and administration using Intune, Group Policy, MDM/MAM, and other endpoint management tools. • Perform server patching and update management, including Windows updates, firmware upgrades, scheduled maintenance windows, and compliance activities. • Execute regular data backups, restores, and validation while maintaining infrastructure security involving firewalls, switches, wireless networks, and VPN connectivity. • Follow up to ensure SLA adherence, escalate high-impact issues as needed, collaborate with internal teams and vendors, update knowledge base documentation, participate in projects, and actively pursue continuous learning.

• Act as a first point of contact for technology issues—diagnosing problems, researching solutions, escalating when needed, and documenting each resolution (40%) • Set up, modify, and remove user accounts, roles, rights, and permissions across multiple systems, applying access policies accurately and consistently (25%) • Move fluidly between a wide range of applications, learning unfamiliar tools quickly and reasoning through problems methodically (15%) • Author and update knowledge base articles, help build and maintain the support website, and create documentation that reduces future support volume (15%) • Deepen understanding of our platforms, explore new technologies that could improve service, and handle student and employee information in accordance with FERPA and BYU-Pathway policies (5%)