• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions. • Diagnose and resolve customer-reported problems. • Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges. • Assist in the deployment and optimization of customer environments. • Monitor and respond to support tickets in a timely manner. • Mentor junior team members and contribute to internal training resources. • Stay abreast of emerging technologies and industry trends.

Role Description The Global Director, Facility & Engineering Support will lead and drive the delivery of our technical services program, including critical environments, building engineering, asset planning, maintenance and repair, CMMS, and energy management across a dispersed global portfolio for a client who is a market leader in the technology industry. This role will be responsible for the global engineering & operations program, developing a thorough understanding of client’s business strategies and aligning the account team to support those objectives. We are seeking a forward-thinking Global Director, Facility & Engineering Support to lead the strategy, execution, and continuous improvement of our technical and operational functions. This role is responsible for driving program development, innovation, optimizing performance, and ensuring operational excellence across complex, critical environments. The ideal candidate combines strong engineering acumen with exceptional leadership skills to deliver scalable solutions, streamline processes, and guide high‑performing teams in achieving organizational goals. Qualifications - BA/BS degree required, Advanced degree strongly preferred - 15+ years in Facilities Engineering or technical services management, including outsourced facility management and mobile engineering - Demonstrated experience building global programs; Six Sigma Green Belt Certification, Black Belt Preferred - PE license preferred - Technology: Expertise with asset management/CMMS platforms, highly proficient with MS Office Suite, including ability to perform Internet based research - Excellent oral and written communication and presentation skills required - Strong competency in strategic planning, execution and business acumen - Competency in Resource Allocation and Implementation - Accomplished relationship management and interpersonal skills - Excellent organizational abilities required - Team strategic development and leadership experience Requirements - Establish the vision and strategy of the account’s Engineering & Operations service line and ensure the client receives exceptional service - Create community of practice of technical resource leaders across the account to drive consistency, training, and auditability to service delivery - Ensure a high level of client satisfaction, establishing and managing the service delivery and vendor teams, delivering key initiatives as well as ensuring consistency in processes, reporting and operational delivery - Updates senior management on issues or risks related to the engineering & operation program and presents solutions - Identify opportunities for delivery, service quality, innovation and process improvement on an ongoing basis - Manage and enhance a sustainable performance measurement for internal benchmarking and identify industry data to leverage for external benchmarking - Develop and maintain relationships with internal leadership driving the operational and strategic goals of both the client & associated stakeholders - Consult with customers on changing industry trends/projections/budget planning/etc. - Actively manage and mentor future leadership and management of the engineering and operations organization. Work to identify top talent and focus on the development and retention of these key players. - Work with teams to design reporting products to meet the client’s unique requirements - Implement standard processes and best practices that maximize efficiencies - Manage the client's assets in the most profitable and/or cost-effective manner and consistent with the management contract and account plan for each property - Develop and maintain technical proficiency, industry knowledge and communication skills to provide timely information on all property-specific issues as well as keeping the client informed of important developments and trends in the property and facility management industry - Promote and adhere to all established policies and procedures related to standard assignment deliverables, business conduct and integrity while ensuring ongoing quality management of all C&W’s Engineering & Operations Program offering - Travel at ~15-20%, primarily to Austin, TX office location Benefits - Health, vision, and dental insurance - Flexible spending accounts - Health savings accounts - Retirement savings plans - Life and disability insurance programs - Paid and unpaid time away from work - Competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements

Role Description At Ring, our Bilingual Technical Customer Support (CS) representatives deliver timely, accurate, and professional general and technical support to Spanish and English-speaking Ring customers. The team is looking for driven individuals who are up to the challenge of solving customer issues while providing a positive customer experience. - Provide prompt, efficient, detailed service by engaging directly with Ring's customers - Serve as a voice and advocate for customers when concerns are surfaced - Work with customers to understand how they use Ring products to resolve their issues and maximize their investments - Act as an advocate for customers by reporting and addressing observed areas for improvement - Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience - Assist with customer communication and troubleshooting during Ring product launches - Work across the customer support spectrum to ensure consistent, high-quality support - Develop detailed knowledge of specific product lines and features - Handle various types of customer contact including chat, email, inbound and outbound voice calls Qualifications - 2+ years of customer service experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience with Microsoft Office products and applications - Speak, write, and read fluently in Spanish - Experience delivering courteous and efficient support to external customers - Ability to identify and troubleshoot issues logically and efficiently - Willingness for continuous learning Requirements - A drive to dig into the details of systems and processes to solve customer problems - Ability to document technical customer issues in notes that are easily understood by other users - Technical curiosity and enthusiasm for learning new technologies and helping customers succeed - Proven success working in a fast-paced support environment - Experience using Salesforce CRM - Experience working with Eero, Ring-compatible devices, and security alarm systems Benefits - Starting pay: $19.00 - $27.00 USD hourly, based on location and experience - Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching

• Perform highly advanced consultative services and technical assistance work in support of CAPPS, including both functional (business process) and technical (system) activities. • Ensure HR/Payroll requirements, procedures, development, and testing activities from the Managed Services vendor comply with written procedures, coding standards, and the CAPPS System Development Lifecycle (SDLC). • Ensure all digital products and content related to CAPPS meet WCAG 2.1 accessibility standards. • Maintain perceivable, operable, understandable, and robust experiences for all users. • Regularly review products and content for accessibility compliance and implement updates or remediation whenever accessibility issues are identified. • Coordinate testing efforts for accessibility compliance. • Prepare and submit WCAG accessibility waivers as required. • Actively track requests submitted to vendors requesting resolutions to accessibility issues. • Actively track system coding and configuration updates once accessibility resolutions are available. • Renew waivers upon expiration if solutions have not been provided or installed. • Provide oversight and leadership for functional and technical design walkthroughs, including: Analyzing business processes and current system workflows to assess ERP design fit. • Reviewing functional designs, specifications, and integration documents to identify technical gaps and risks. • Evaluating upstream and downstream dependencies to ensure architectural alignment across modules and interfacing systems. • Preparing technical scenarios and test cases to validate system behavior and data flows. • Assessing designs for performance, security, scalability, and data quality impacts. • Providing concise technical feedback during design walks, highlighting risks, dependencies, and recommendations. • Supporting design reviews to ensure completeness, accuracy, and readiness for development and testing. • Review developed code for compliance with defined requirements and standards. • Validate code comparisons prior to migration to ensure adherence to all established development and configuration standards. • Provide Level 2 Service Desk support, including ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following an established and auditable process. • Collaborate and coordinate with a Managed Services vendor responsible for Level 3 support to ensure timely escalation and resolution of issues. • Actively respond to and maintain customer ticket requests via the CAPPS Service Desk with current information and statuses, including but not limited to: Interface issues IP whitelisting EFT/secure server connectivity Agency transfer files Batch failures Other related technical tasks across agencies. • Perform all duties in accordance with established processes, policies, and procedures, within project scope and schedule, and in alignment with defined milestones, deliverables, and due dates. • Work under minimal supervision, relying on experience and judgment to plan and accomplish goals while following established processes and procedures. • Perform all work in accordance with ITIL principles and practices for: IT Service Management (ITSM) IT Asset Management (ITAM) Alignment of IT services with the needs of the business. • Participate in Disaster Recovery (DR) and upgrade testing activities, including planning, execution, and documentation. • Plan, design, develop, implement, support, and maintain information technology security measures to safeguard system information. • Participate, as directed, in annual SOC-1 attestation audits to confirm that controls are effectively designed and operated to ensure the accuracy and security of information processed via CAPPS. • Ensure that enhancements, process changes, and system fixes incorporate security, availability, processing integrity, confidentiality, and privacy considerations throughout design and implementation.